Associate Technical Operations Specialist

Digital River
Published
April 14, 2019
Location
Minnetonka, MN
Job Type

Description

Associate Technical Operations Specialist

We are seeking an Associate Technical Operations Specialist in our Minnetonka, MN office.

What You'll Do
The Associate Technical Operations Analyst provides support for internal departments and clients. This role ensures that all issues get responded to and resolved within the agreed upon service levels. The Associate Technical Operations Analyst will also assist with basic troubleshooting and day to day operational needs such as store watching, monitoring system health, and alerting necessary teams to triage and mitigate resolution on our various platforms.

Incident Management

  • Be the main point of contact for DR internal departments, vendors and clients to report incidents/events/defects
  • Triage, prioritize, and submit incidents/events/defects for all issues reported
  • Provide first-line investigation and diagnosis of all incidents/events/defects
  • Work with multi-disciplined and multi-location teams, running multiple tickets simultaneously
  • Monitor incidents/events and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
  • Responsible for driving incidents/events/defects to appropriate resolutions, by engaging support teams as needed
  • Responsible for keeping internal departments, vendors, and clients informed about their incidents/events/defect status at agreed intervals
  • Facilitate and lead internal and external conference calls to troubleshoot and drive major escalations
  • Suggest areas for improvement in internal processes along with possible solutions 

Technical Operations

  • Assist technical operations team members with operational needs such as:
    • Monitor and help maintain operating systems, applications, and related infrastructure in a 24x7x365 high-availability environment
    • Respond to all alerts and monitors that are triggered on production systems
    • Identify and escalate issues to the proper individual or team as appropriate
    • General immediate triage and short-term resolution to maintain high levels of system availability
  • Report incidents internally and externally and assist in managing incidents to appropriate resolutions
  • Provide regular recommendations on process, tools, and business improvements 

Project/Task Management

  • Work with internal and external teams to deliver tasks and document progress
  • Assist other Client Operations team members to produce scope documentation for projects to deliver results in a timely manner
  • Update team members and Client Operations Management on the status of work being performed
  • Support internal and external project meetings 

What You'll Need To Succeed

  • Excellent customer service skills and ability to problem solve
  • Respond appropriately to problem requests and test fixes to ensure problems have been adequately resolved
  • Proficiency in database management and software programs
  • Ability to prioritize and work in a fast paced environment with multiple tasks
  • Support company standards by collaborating, communicating, and cooperating with internal staff members and external clients in a timely and professional manner
  • Excellent written and verbal communication skills
  • Knowledge and experience working with Microsoft Windows and Microsoft Office (Word, Excel, PowerPoint, Outlook)

Preferred

  • Bachelor’s degree in Communications/Related field
  • Demonstrate proficient experience with UNIX, or Linux and some MS Windows knowledgeDemonstrate competence with troubleshooting issues and narrowing cause to a subset of systems or platforms
  • Professional certification in at least one system technology preferred

Why Digital River
Digital River provides numerous benefits to our employees. On-site benefits include:

  • Free Parking
  • Cafeteria and Starbucks Coffee
  • Workout facility and group fitness classes
  • Monthly bring-your-dog-to-work days
  • Recreation area with foosball, pinball, and table tennis
  • Pond hockey games in the beautiful Digital River backyard
  • Friday social hour
  • Casual work environment with friendly faces
  • Other benefits include:
    • Digital River Volunteers, an employee volunteer organization aiding those in need in the Twin Cities area
    • The Green Team, a resource acting in support of an environmentally conscious workforce
  • Competitive benefits package to full-time employees:
    • 401(k) plan
    • Medical-dental-vision and life insurance
    • Paid short and long-term disability
    • Holiday and vacation days

Digital River supports and embraces a diverse workforce as an Equal Employment Opportunity Employer.

RESPECT | INTEGRITY | CUSTOMER CENTRICITY | INNOVATION | GLOBAL PERSPECIVE | ACCOUNTABILITY

Company Description

We help brands take control of their destiny by powering ecommerce around the globe. We’re one partner, all-in. Committed to every facet of your ecommerce business. We ignite your brand, drive delivery, and master fraud, payments and compliance. Join us to experience Commerce with Accountability.

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