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Technology Operations Center Specialist Contractor (Nights)

Stride Inc. - K12 Inc.
Job Description

SUMMARY: The Tech Ops Center Specialist plays a vital role in the assurance of service stability for Stride. Stride is hiring a Tech Ops Center Specialist to monitor the day-to-day operation of a large-scale computing infrastructure involving 300+ applications. This role works in the evening hours and overnight (4pm-5am ET Tues, Wed, Thurs, and a team meeting once a week on a weekday in the late afternoon. Hours may change based on business needs).

This role is responsible during their shift for responding to system monitoring alerts performing initial triage by collecting and analyzing alert data and taking appropriate actions to ensure the required response occurs. This includes documentation of your actions and observations and escalating when appropriate to other support teams and vendors. Responsibilities also include initiation, facilitation, and management of incidents via virtual meetings and assist in resolving incidents expeditiously with other support teams when appropriate. The role will also be required to perform operational support, process enhancement initiatives, and execution of IT Service Management (ITSM) processes such as Incident, Problem and Change Management.

ESSENTIAL FUNCTIONS: Reasonable accommodation may be made to enable individuals with disabilities to perform their essential duties.
  • Respond to production cloud infrastructure and applications alerts during your shift.
  • Take appropriate actions including logging, creating service tickets, notifying stakeholders.
  • Following documented, standard operating procedure to perform actions to restore service (e.g. restart a service) when required.
  • Initiate and manage incident response virtual meetings.
  • Perform initial alert triage with collection and analysis of performance metrics and shared with appropriate support teams.
  • Perform timely, assertive escalations to appropriate support teams to drive incident resolution.
  • Review alert data, make recommendations for improving quality of alerts (e.g., adjusting thresholds based on trend analysis), and collaborating with engineers to implement those new thresholds.
  • Provide operational support activities for ITSM processes supported by the Technical Operations Center as needed.
  • Own assigned projects and tasks while meeting deadlines.
Supervisory Responsibilities: This position has no formal supervisory responsibilities.

  • Ability to identify and relay information and symptoms detected by monitoring tools.
  • Ability to read and follow detailed instructions or procedures without direct supervision to triage incidents.
  • Strong sense of ownership and urgency when escalating active alerts.
  • Exhibits confidence when escalating to ensure alerts are responded to promptly.
  • Ability to work independently or in a team environment.
  • Ability to communicate effectively in person, in writing, in virtual meetings and over the telephone in English.
  • Ability to work flexible hours on an exceptional basis.
  • Ability to clear a required background check.
  • A passion for detailed analysis and documentation.
  • ITIL (Information Technology Information Library) Foundation Certification,
  • Any foundational training or certifications with IT monitoring tools or cloud environments.
  • Experience with the ITIL Incident, Problem or Change Management process and procedures.
  • Familiarity with general IT monitoring operations.
Compensation & Benefits: Stride, Inc. considers a person's education, experience, and qualifications, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value when determining a new employee's salary level. Salaries will differ based on these factors, the position's level and expected contribution, and the employee's benefits elections. Offers will typically be in the bottom half of the range.
  • We anticipate this position will pay $32.20 - $51.51 per hour. This is a temporary/contractor role, and you will be an employee of Randstad. This salary is not guaranteed, as an individual's compensation can vary based on several factors. These factors include, but are not limited to, geographic location, experience, training, education, and local market conditions. Randstad offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position is virtual and open to residents of the 50 states, D.C., and residents of a US military base abroad.

Job Type

The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is "at-will" as governed by the law of the state where the employee works. It is further understood that the "at-will" nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer.

Stride, Inc. is a Federal Contractor, an Equal Opportunity/Affirmative Action Employer and a Drug-Free Workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected Veteran status age, or genetics, or any other characteristic protected by law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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