Technical Operations Analyst (TOC)

Work arrangement and schedule

• The position has a hybrid work arrangement, which may change based on business priorities.
• The role supports a 24/7/365 environment and requires rotational shifts, including after-hours, evenings, overnight, and weekends.

About the role

Accountabilities

• Monitor SAP environments, including end-of-day and end-of-month batch processing, and troubleshoot issues.
• Resolve ServiceNow technical tickets and respond to infrastructure incidents and problems.
• Monitor server activity, take preventative actions, and diagnose issues before they affect the business.
• Coordinate support with internal stakeholders and support the enterprise managed file transfer tool, including SFTP failures and troubleshooting.
• Maintain system documentation, runbooks, and training materials; provide Tier I infrastructure and application support.
• Follow operational procedures, raise incident tickets as appropriate, and analyze production events reported by phone, alerts, or incidents.

Skills, experience and requirements

• At least 3–4 years of relevant IT operations or systems support experience, including administration of SAP and SAP BASIS environments.
• Experience with SAP, SAP BASIS, Windows, Linux, AIX, DB2, SQL, SUSE, and HANA.
• Proficiency with monitoring and administration tools such as Splunk, SolarWinds, Redwood, Solution Manager, or SFTP protocols.
• A solid understanding of ITIL v4 fundamentals.
• Professional communication, active listening, systems thinking, prioritization, teamwork, and customer service skills.
• A Computer Science degree or diploma is preferred.