Associate - Technology Fusion Center Operations Analyst

Overview

Entry-level role on a global 24/7 technology monitoring team, supporting IT incident detection, investigation, escalation and response, with a focus on alerts from a SIEM system and other monitoring tools.

What you'll do

• Assist in identifying IT incidents, prioritizing them, and assessing their impact.
• Support decision-making to help mitigate potential financial or reputational harm to Bread Financial.
• Utilize industry-standard IT monitoring tools and internal team runbooks, applying business and system knowledge.
• Assist in managing incidents following established incident management frameworks.
• Perform testing to confirm network availability.
• Assist in the incident management process to ensure timely response to business disruptions and monitor SLA adherence during significantly impacting incidents.
• Assist in the creation of communications to inform the enterprise of significant impacts to brand partners, account holders, and/or associates.
• Contribute to creating runbooks and process documentation, and help identify opportunities for process improvement.
• Display a sense of urgency and sound judgment when identifying potential incidents.
• Work with tech experts to develop monitoring solutions for known issues to ensure system availability.
• Communicate general, technical, and operational reports or assessments to appropriate stakeholders, synthesizing technical data for non-technical audiences.
• Properly document actions taken in systems of record.
• Respond to problems escalated by leadership.
• Participate in change and release implementation activities by monitoring change execution, following established runbooks, performing assigned operational tasks, validating system availability, documenting results, and escalating issues or service impacts in accordance with established procedures.

What you'll need

• Bachelor's Degree in Information Systems, Information Technology, Computer Science, or related field of study or equivalent, relevant work experience.
• 1 cloud certification: AWS Cloud Practitioner, Microsoft Azure Fundamentals, or Google Cloud Cloud Digital Leader.
• 1-2 years of experience working in a NOC, SOC, or other operational environment.
• Experience working in ServiceNow and Splunk.
• Experience with monitoring tools such as SolarWinds, Dynatrace, or other industry-wide monitoring tools.
• Skills: ITIL Processes, Microsoft Azure, Microsoft Office, Splunk, ServiceNow Platform.

Nice to have

• ITIL v4 Foundations Certification.
• CCNA Certification or similar.

Details

• Full-time, in-office requirement.
• Supports a 24/7 operational environment; shifts could vary depending on business need.
• Reports to: Manager and above.
• Direct reports: 0.
• Requires the ability to focus and complete tasks in high-pressure or fast-paced environments, and to communicate and write effectively.