Job Description:

UST Healthproof is looking for an Infrastructure Analyst who will work to support IT infrastructure for Health care ecosystem for a premiere Health Plan client. The Infrastructure analyst will work in a production support environment providing coverage for any IT infrastructure/Networking outages or issues. Candidate should have excellent technical and communication skills and ability to engage both onsite and remotely with all parties including customer/partner infrastructure/networking team. Candidate should be willing to work 24/7 on need-basis on-call mode.

Infrastructure Analyst

Location: Remote US or Pittsburgh, PA

Fulltime/Directhire with UST

As an Infrastructure Analyst at UST HealthProof, you bring:

* 8+ years of experience in areas such as: network, system administration, data center operations, and/or operations support

* Experience creating applications or utilities in Bash, PowerShell or Python.

* Minimum 4 years of experience in supporting production environments having JAVA application servers and Kafka Queues

* Monitoring network performance on daily basis.

* Troubleshooting network related issues, VPN related issues and rectify the hardware faults.

* Installing/maintaining the network monitoring, analysis, and reporting tools.

* Providing technical assistance for network design, implementation, and integration of changes.

* Installing network hardware and software

* Applying configuration changes through the change control systems & processes including Firewalls.

* Assist in handling the operation of advanced IP network services.

* Developing sustainable solutions to handle complex issues with repeatable processes.

* Taking care of the networking, routing and interconnectivity issues

* Supporting and monitor server, VM and computer applications.

* Create and update documentation for Root cause analysis, training etc.

* Excellent verbal & written communication skills in a customer facing environment.

* Self-drive and ownership

Role Proficiency:

Resolve complex trouble tickets spanning across different technologies and fine tune infrastructure for optimum performance and/or provide technical people and financial management (Hierarchical or Lateral)

Outcomes:

Measures of Outcomes:

Outputs Expected:

Resolution/Response:

1. Daily review of resolution and response SLA for early intervention of SLA management

Troubleshooting:

1. Troubleshooting based on available information from previous tickets or consulting with seniors. Participate in online knowledge forums reference. Convert the new steps to KB article


2. Perform logical/analytical troubleshooting. Work on problem tickets to identify permanent solutions. Assist and lead technical teams to rope in technology experts for complex issues

Escalation/Elevation:

1. Escalate within organization/customer peer in case of resolution delay. Define OLA between delivery layers (L1 L2 L3 etc) and enforce adherence. SPOC for any customer and leadership escalations

Tickets Backlog/Resolution:

1. Follow up on tickets based on agreed timelines manage ticket backlogs/last activity as per defined process. Resolve incidents and SRs within agreed timelines. Execute change tickets for infrastructure.

Runbook/KB:

1. Review KB compliance and suggest changes. Initiate and drive periodic SOP review with customer stake holders

Collaboration:

1. Collaborate with different towers of delivery for ticket resolution (within SLA) Resolve L1 tickets with help from respective tower. Collaborate with other team members for timely resolution of tickets. Actively participate in team/organization-wide initiatives. Co-ordinate with UST ISMS teams for resolving connectivity related issues

Stakeholder Management:

1. Lead the customer calls and vendor calls. Organize meeting with different stake holders. Take ownership for function's internal communications and related change management.

Strategic:

1. Define the strategy on data management policy management and data retention management. Support definition of the IT strategy for the function's relevant scope and be accountable for ensuring the strategy is tracked benchmarked and updated for the area owned.

Process Adherence:

1. Thorough understanding of organization and customer defined process. Suggest process improvements and CSI ideas. Adhere to organization' s policies and business conduct

Process/efficiency Improvement:

1. Proactively identify opportunities to increase service levels and mitigate any issues in service delivery within the function or across functions. Take accountability for overall productivity efforts within the function including coordination of function specific tasks and close collaboration with Finance.

Process Implementation:

1. Coordinate and monitor IT process implementation within the function

Compliance:

Support information governance activities and audit preparations within the function. Act as a function SPOC for IT audits in local sites (incl. preparation interface to local organization mitigation of findings etc.) and work closely with ISRM (Information Security Risk Management). Coordinate overall objective setting preparation and facilitate process in order to achieve consistent objective setting in function Job Description. Coordination Support for CSI across all services in CIS and beyond.

Training:

1. On time completion of all mandatory training requirements of organization and customer. Provide On floor training and one-on-one mentorship for new joiners. Complete certification of respective career paths. Explore cross training possibilities for improved efficiency and career growth.

Performance Management:

1. Update FAST Goals in NorthStar; track report and seek continues feedback from peers and manager. Set goals for team members and mentees and provide feedback.


2. Assist new team members understanding the customer environment day-to-day operations and people management for example roster transport and leaves. Prepare weekly/Monthly/Quarterly governance review slides. Drive finance goals of the account.

Skill Examples:

Knowledge Examples:

1) Good understanding of customer infrastructure and related CIs.

Additional Comments:

None

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