Enterprise Operations Center Analyst

The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high-voltage transmission lines, dispatching power from hundreds of generating units across the state.

The New York Independent System Operator (NYISO) applies cutting-edge technology to operating a reliable electricity system, managing competitive markets for wholesale electricity, and planning for the Empire State's energy future.  The NYISO’s Information Technology department invites applications for a full-time Enterprise Operations Center Analyst.

The Enterprise Operations Center Analyst proactively monitors NYISO’s IT infrastructure and services on a 24x7x365 basis. Utilizing a variety of enterprise monitoring tools and resources, the Enterprise Operations Center Analyst adheres to documented process and procedures to identify, log, prioritize, and respond to IT system events, incidents, and problems. The Enterprise Operations Center Analyst ensures that the proper IT support is provided in order to maintain system availability and reliability for NYISO’s power systems, markets, and business application services. This includes coordinating and executing failover and disaster recovery plans to minimize service disruptions and adhering to applicable policies and compliance requirements. The Enterprise Operations Center Analyst also participates in cyber security event identification and coordination efforts that supports NYISO’s cybersecurity efforts.

ESSENTIAL DUTIES and RESPONSIBILITIES 

• Monitor NYISO’s IT infrastructure and services on a 24x7x365 basis This includes but is not limited to monitoring hardware, software, applications, networks, and cloud services supporting NYISO’s mission-critical business applications and systems.
• Utilize enterprise monitoring tools and IT Service Management systems to identify, log, prioritize and respond to events, incidents, and problems while adhering documented process and procedures.
• Ensure adequate IT support for power systems, markets and business applications services are available and meeting business requirements.
• Escalate and coordinate events, incidents, and outages with NYISO IT support staff, management, and other stakeholders.
• Escalate major incidents impacting NYISO's critical IT environments through triage and perform emergency recovery procedures to minimize service outages.
• Coordinate, facilitate and perform service restoration to business-critical systems in order to meet service reliability and availability requirements.
• Review and assess impact of planned IT maintenance activities and escalate if conflicts or discrepancies are identified. Assessments include but are not limited to reviews of calendars, email, project schedules and IT Service Management applications.
• Provide first level support for an Enterprise Service Desk during non-business hours.
• Develop, enhance, and maintain departmental procedures and processes through continuous improvement efforts. This includes but is not limited to disaster recovery plans, event response playbooks, service recovery plans and training guides.
• Support departmental activities for Incident and Problem management processes.
• Support IT service transition activities for NYISO projects and initiatives.
• Provide support to NYISO’s cyber security processes and procedures.
• Maintain compliance with NYISO’s policies and procedures.
• Record all monitoring events and support activities in a daily operational log.
• Participate in business continuity and cyber security exercises.
• Produce and maintain KPIs and metrics to support reporting and audit activities.
• Provide staff coverage to support 24x7x365 operations. This includes being on-call and working rotating shift schedules..
• Provide staff coverage to support off shift responsibilities. Off shift rotations follow a normal business hours work schedule.

QUALIFICATIONS

• Associate degree (AS or AA) in Computer Science or Information Systems or a related technical field is required.
• No previous experience required. Two years' experience preferred performing IT Service Operations or infrastructure administration roles (troubleshoot and support) using industry standard applications and processes; knowledge of ITIL Service Management Essentials; or equivalent combination of education, training and experience. Demonstrated ability to:
  • Manage and track multiple tasks and events while working in a stressful, rapidly changing environment.
  • Plan, organize and set priorities in a constantly changing environment.
  • Deploy analytical and technical skills.
  • Make quick decisions in stressful circumstances and engage appropriate support resources.
  • Strong interpersonal and communications skills.
  • Excellent reliability and dependability.
  • Attention to detail and accuracy.

CERTIFICATES, LICENSES, REGISTRATIONS

Combination of industry related certifications are desirable.

ADDITIONAL REQUIREMENTS

• Ability to read, analyze and interpret common scientific and technical journals, financial reports and legal documents. Ability to respond to common inquiries or complaints from market participants, regulatory agencies or members of the business community.
• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent and to draw and interpret bar graphs.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

• Intermediate competencies and combination of experience in Windows and UNIX operating environment, networks, scripting/programming, also using office automation and monitoring applications, email and Internet programs. An individual in this position will have a combination of experience in the following: UNIX administration, Windows server administration, Windows desktop administration, application administration, ITIL based service management application, network monitoring, host/server monitoring, application monitoring, cyber security monitoring, system and/or network administration experience.

PHYSICAL DEMANDS 

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to stand, walk, sit and use hands to perform routine office tasks.  The employee is occasionally required to reach with hands and arms.  The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT 

The noise level in the work environment is usually moderate.  Contact with staff and public will occur.  Travel may be required to attend and/or conduct meetings, conferences and training.­­­­­­­­­­­­ This position requires work on nights, weekends or holidays. 

The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.

All offers of employment will be made contingent upon the successful completion of a drug screening and background check.

The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.

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