Data Center Operations Analyst (Remote)

Data Center Operations Analyst | Blackbaud | UnitedStates

About The Role

The Data Center Operations Analyst acts as the starting pointinto Blackbaud Operations, managing incoming service requests and incidents...

Data Center Operations Analyst | Blackbaud | United States

About The Role

The Data Center Operations Analyst acts as the starting point into Blackbaud Operations, managing incoming service requests and incidents for Blackbaud’s 45,000+ clients. Detail-oriented and disciplined, the IT System Operations Analyst is focused on service request completion, incident detection and resolution, and providing excellent customer service in a dynamic & fast-paced environment. The ideal candidate is well versed in ITIL, a great communicator, and able to translate technical knowledge into actionable direction.

Please Note: The Data Center Operations Analyst role requires shift flexibility including the potential for weekends, holiday, and evening shifts dependent on need. More detailed information will be provided to those selected to interview.

What You’ll Be Doing

Manage ticketing queues and engages in proactive monitoring of Blackbaud’s hosted infrastructure and applications
Investigate, diagnose, and take prescribed actions on all operational events, alarms and incidents
Execute on Incident response with relentless initial focus on restoration of service, followed by a drive to ensure the root cause of problems are identified and resolved permanently
Maintain operational logs all alerts and requests, recording and classifying all related messages; maintain all operational data collection procedures, mechanisms and tools
Maintain operational documentation including knowledgebase articles
Accurately escalate incidents and service requests beyond the scope or responsibility of the Ops Center
Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives
Communicate status of requests and incidents with requestor or relevant stakeholders

What We’ll Want You To Have

3+ years of previous experience supporting technical, system, and/or network operations
Experience responding to events in multiple environments including Linux OS, Windows OS, or Citrix XenApp environments as well as cloud platforms such as Amazon Web Services, Microsoft Azure and VMware VSphere cloud platform
Practical experience with running scripts in PowerShell, Perl, Python, TCL/TK, Ruby or equivalent technologies required
Experience troubleshooting/altering or writing complex automated scripts in PowerShell, Python, Perl, Bash, Ruby or equivalent preferred
Experience working with and maintaining confidentiality of sensitive data and information
Ability to self-manage work and complete related projects independently or as part of a team
A “customer-first” mindset in taking ownership of daily operations of the team, focused on operational effectiveness while meeting SLA/OLAs

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Blackbaud is a remote-first company which embraces a flexible remote work culture. Blackbaud supports hiring and career development for all roles from the location you are in today!

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.

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The starting base pay is $53,400.00 to $70,300.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include