At UPMC, we are committed to keeping our communities safe and healthy as the COVID-19 pandemic continues to evolve. As our recruiters work to fill positions during this time, interviews and recruitment-related processes have been modified to protect and prioritize the safety of our candidates and employees.

UPMC continues to comply with any governmental guidance related to local, state, and federal COVID-19 vaccination and testing requirements where our team members live and work. UPMC strongly supports vaccination and encourages everyone who can get vaccinated to do so to protect themselves, their co-workers, and our patients. At this time, the COVID-19 vaccination is available for new or existing employees on a voluntary basis, except where required by local, state, or federal authorities. Staff in positions in our New York, Maryland, and City of Philadelphia areas must be in compliance with local COVID-19 mandates.

For more information about UPMC’s response to COVID-19, please visit upmc.com/coronavirus.

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   Current UPMC employees must apply in HR Direct

Integrated Operations Center Analyst (IOC) - Intermediate

  • Job ID: 329046768
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: Corporate Information Services
  • Department: Enterprise Service Ops
  • Location: 3600 Forbes Ave, Pittsburgh PA 15213
  • Union Position: No
  • Salary Range: $28.08 to $42.62 / hour

Description

UPMC is hiring an Intermediate Integrated Operations Center Analyst (IOC) to support the Enterprise Service Operations team located in Forbes Tower!

The Integrated Operations Center Analyst supports a 24x7x365 application monitoring and UPMC enterprise-wide communication utilizing a combination of network tools, Cherwell ticketing, and various communication methods. The IOC is responsible for working across the enterprise to drive investigations, respond to monitoring alerts/cases, and provide triage during incidents and communicate planned/unplanned outages on the IT network.
 
If you are a motivated individual looking to enhance your skills and join a close-knit team, then we encourage you to apply today!   
 
Responsibilities:
  • Runs Health Plan checks.
  • Recalls backup tapes from Iron Mountain for data restorations, uses the emergency tape recall procedures to have tapes returned within a 3 hour timeframe should there be an urgent requirement for data restorations.
  • Utilizes Activu and manipulates IOC monitoring screens.
  • Respond to unfamiliar, undefined, unexpected, or unstable situations with the professionally prescribed standard response.
  • Responsible for continuous self-study, trainings, partnering with more senior members of team, and/or seeking out opportunities to broaden scope to stay up to date with industry and organizational trends. Seeks feedback from senior team members for development and effectively incorporates feedback into work and behaviors.
  • Sends Unplanned Event Escalations and Planned Event notifications and follows up with support personnel.
  • Responsible for mentoring other team members in all areas of NOC responsibilities.
  • Is familiar with basic mainframe commands and procedures.
  • Strong customer service orientation, with the ability to communicate among highly technical teams.
  • Assist with troubleshooting network connectivity issues for various teams including Level 2 support of Network environment and all supporting components.
  • Responsible for demonstrating appropriate, clear, concise, and effective written and oral communications in all interactions to build relationships and accomplish day to day work and projects.
  • Has intermediate knowledge of OPC and is able to complete and/or restart jobs in OPC upon request. Adds jobs to the Current Plan.
  • Uses various sniffer products to assist in troubleshooting and data collection.
  • Proficiently applies IT methods, professional knowledge, and UPMC standards and practices with clear focus while under pressure.
  • Applies knowledge of the TC/IP protocol (TCP and UDP) and L2/L3 PMLS services to troubleshooting methodologies.
  • Effective in relationships with business partners, professional peers, and other team members.
  • Recognize subtle problems with system design or performance and acts appropriately to improve the condition, seeking validation of actions in advance as appropriate.
  • Successfully completes projects, tasks, and initiatives by embracing a team-first approach. Works in collaboration with team and offers feedback, where appropriate, to complete individual and group efforts. Shows the ability to adjust and be flexible to change by adapting approach when necessary. Mentors less experienced staff.
  • Is familiar with and enforces security policies of the physical data center.
  • Is familiar with various application and system support personnel.

Qualifications

  • Typically has 2+ years of related work experience through education or practical experience.
  • Must be Customer Service oriented.
  • Must display excellent interpersonal, written and communications skills.
This position will require 10/12-hour shifts with the ability to work on weekends and holidays

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran
UPMC has a Center for Engagement and Inclusion that is charged with executing leading-edge and next-generation diversity strategies to advance the organization’s diversity management capability and its national presence as a diversity leader. This includes having Employee Resource Groups, such as Women in Information Technology (WIT), Female Leadership Innovation and Growth in Health Care & Technology (FLIGHT), or PRIDE Health, that support the implementation of our diversity strategy.

Total Rewards

More than just competitive pay and benefits, UPMC’s Total Rewards package cares for you in all areas of life — because we believe that you’re at your best when receiving the support you need: professional, personal, financial, and more.

Our Values

At UPMC, we’re driven by shared values that guide our work and keep us accountable to one another. Our Values of Quality & Safety, Dignity & Respect, Caring & Listening, Responsibility & Integrity, Excellence & Innovation play a vital role in creating a cohesive, positive experience for our employees, patients, health plan members, and community. Ready to join us? Apply today.

   Current UPMC employees must apply in HR Direct