Operations Analyst
- 24x7x365 on call coverage for any escalated issues to P2 or P1. The definition of incident priority levels are set forth in Section F.
- Triage and support incident resolution with Kroger's Major Incident Management team and other identified Kroger and 3rd party vendor teams
- Coordinate communications among identified stakeholders
- Document root cause analysis (RCA) of major incidents
- Develop course of action for preventative steps and confirm execution to reduce recurrence.
- Resolve incidents as per the agreed upon SLAs
- Perform trend analysis of tickets and escalated tickets on a weekly and Kroger period basis
- Confirm consistent classification of configuration items, close codes.
- Create and maintain Problem tickets for significant recurring incidents
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Meticulous attention to detail and quality of work product
- Ability to build and sustain professional relationships
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
The team AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements. Qualifications Required:
- 3+ years of experience in Production Support, developing scalable, high-performance enterprise applications
- Bachelor's degree in information technology, business, healthcare, or a related field; or equivalent experience
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Limited immigration sponsorship may be available
- Experience using Microsoft Word, Excel, and PowerPoint
- Experience supporting retail business operations
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