girl looking into her desktop
Back to search results

Domain Operations Analyst

Plano, Texas

Job Description:

**Candidates requiring current or future visa sponsorship will not be considered for this position**

**This role is located in Plano, Texas only. It is not open to telecommuting or remote arrangements**

Domain Operations Roles/Responsibility's

The EET Services Domain Operation (EET-DO) team's primary responsibility is for managing, resolving, and preventing business impacting outages. Our goal is to reduce the duration of outages (an impacting incident where more than 5 clients are affected, or a service has a loss of redundancy that could cause potential impact if that redundancy is not quickly repaired) by ensuring.

  • The proper teams are engaged and when additional SME's are required, and they are brought in to assist.

  • Facilitate the resolution of service by keeping teams focused on Restorative actions and those actions are properly owned and completed in a timely manner

  • Outages are properly communicated across the organization


The Domain Operations Analyst is focused on three primary functions during an outage

Escalation

  • Getting the right resources on the triage Bridge Line (BL).

  • Ensuring that SLA's and OLA's for restoral are met by all technical teams.

  • When an outage is close to breaching it's SLA/OLA or is approaching the P2 threshold that the correct level of management has been notified and are engaged.

  • Coordinating updates from Tech Bridges to Mgmt. Bridges (if applicable).

  • When a P3 is approaching a P2 have the engaging the CCO to have the incident to posted to Bridge Board.

  • Open a Remedy Record (if applicable).

Facilitation

  • Managing the BL, making sure all parties are focused on the restoration of service.

  • Opening and maintaining Webex, MOC or Chatalyst session.

  • Coordinating all current actions and prepping for future and or parallel investigations/tasks.

  • Keeping a timeline of events and actions.

  • Setting communication expectations and cadence.

  • Getting updates on the BL from SME’s.

Communication
•    Quickly determine the severity of the outage both in terms of business impact as well as technical complexity.
•    Taking a technical information from the BL and turn that information in to management level communications.
•    Ensuring that communications are sent in a timely manner or when a significant milestone or action has been completed.  
•    Engaging Incident Coordination and Communication Specialist (ICSS) and assisting with the creation of a Draft SIR and ensuring it's approved by the application support team and WSS SLT. 
 
Secondary activities of the EET-DO team include preventing outages from reoccurring by driving to root cause and ensuring that preventative actions are identified and implemented once service to the client has been restored.
 Additionally, the team will be responsible for ad-hoc health checks for any WS Services to validate their stability and they are fit for purpose by our clients.  
 
Problem Management 

•    Ensuring that a Problem Management record (PBI) is open for every outage the team works
•    If the Root Cause is known at the time of service restoration that the cause is properly documented in the PBI and assigned to the right SME to confirm cause. 
•    Turn over all information regarding the outage is turned over to the Problem Management team to ensure that a quality post mortem including root cause, preventative measures, and lessons learned is achieved
 
Service Health Checks (done in conjunction with IT Operations team and myCTO) 

•    Be able to perform a health check for any of the Services owned and maintained by Workspace Services 
 
Emergency Change Approvals

•    EET-DO can provide emergency change approvals, only If we are already engaged in an outage with a WS Service Operations team that supports the application looking make the change. 
•     It is a service supported by EET-DO and it has a documented WS Playbook.

**Candidates requiring current or future visa sponsorship will not be considered for this position**

**This role is located in Plano, Texas only. It is not open to telecommuting or remote arrangements**

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

**Candidates requiring current or future visa sponsorship will not be considered for this position**

**This role is located in Plano, Texas only. It is not open to telecommuting or remote arrangements**

Domain Operations Roles/Responsibility's

The EET Services Domain Operation (EET-DO) team's primary responsibility is for managing, resolving, and preventing business impacting outages. Our goal is to reduce the duration of outages (an impacting incident where more than 5 clients are affected, or a service has a loss of redundancy that could cause potential impact if that redundancy is not quickly repaired) by ensuring.

  • The proper teams are engaged and when additional SME's are required, and they are brought in to assist.

  • Facilitate the resolution of service by keeping teams focused on Restorative actions and those actions are properly owned and completed in a timely manner

  • Outages are properly communicated across the organization


The Domain Operations Analyst is focused on three primary functions during an outage

Escalation

  • Getting the right resources on the triage Bridge Line (BL).

  • Ensuring that SLA's and OLA's for restoral are met by all technical teams.

  • When an outage is close to breaching it's SLA/OLA or is approaching the P2 threshold that the correct level of management has been notified and are engaged.

  • Coordinating updates from Tech Bridges to Mgmt. Bridges (if applicable).

  • When a P3 is approaching a P2 have the engaging the CCO to have the incident to posted to Bridge Board.

  • Open a Remedy Record (if applicable).

Facilitation

  • Managing the BL, making sure all parties are focused on the restoration of service.

  • Opening and maintaining Webex, MOC or Chatalyst session.

  • Coordinating all current actions and prepping for future and or parallel investigations/tasks.

  • Keeping a timeline of events and actions.

  • Setting communication expectations and cadence.

  • Getting updates on the BL from SME’s.

Communication
•    Quickly determine the severity of the outage both in terms of business impact as well as technical complexity.
•    Taking a technical information from the BL and turn that information in to management level communications.
•    Ensuring that communications are sent in a timely manner or when a significant milestone or action has been completed.  
•    Engaging Incident Coordination and Communication Specialist (ICSS) and assisting with the creation of a Draft SIR and ensuring it's approved by the application support team and WSS SLT. 
 
Secondary activities of the EET-DO team include preventing outages from reoccurring by driving to root cause and ensuring that preventative actions are identified and implemented once service to the client has been restored.
 Additionally, the team will be responsible for ad-hoc health checks for any WS Services to validate their stability and they are fit for purpose by our clients.  
 
Problem Management 

•    Ensuring that a Problem Management record (PBI) is open for every outage the team works
•    If the Root Cause is known at the time of service restoration that the cause is properly documented in the PBI and assigned to the right SME to confirm cause. 
•    Turn over all information regarding the outage is turned over to the Problem Management team to ensure that a quality post mortem including root cause, preventative measures, and lessons learned is achieved
 
Service Health Checks (done in conjunction with IT Operations team and myCTO) 

•    Be able to perform a health check for any of the Services owned and maintained by Workspace Services 
 
Emergency Change Approvals

•    EET-DO can provide emergency change approvals, only If we are already engaged in an outage with a WS Service Operations team that supports the application looking make the change. 
•     It is a service supported by EET-DO and it has a documented WS Playbook.

**Candidates requiring current or future visa sponsorship will not be considered for this position**

**This role is located in Plano, Texas only. It is not open to telecommuting or remote arrangements**

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21040782

Band: H5

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Amy Smith

Referral Bonus:

0

Street Address

Primary Location:
7105 CORPORATE DR, TX, Plano, 75024