Fast Facts

The Technology Operations Center Specialist is responsible for managing technology alerts and incidents, ensuring timely responses, and performing IT Service Management processes while working remotely.

Responsibilities: Key responsibilities include triaging alerts, managing incident responses, documenting actions, collaborating with support teams, and facilitating problem resolution processes.

Skills: Candidates should possess strong analytical skills, effective communication abilities, and experience with incident and problem management in IT environments.

Qualifications: Preferred qualifications include ITIL Foundation Certification and familiarity with IT monitoring tools or cloud environments.

Location: Remote, United States of America

Compensation: $53944 - $158919 / Annually

Job Description

The Technology Operations Center Specialist manages response and coordination of technology alerts and major incidents. This role also performs operations of IT Service Management (ITSM) processes, and continual improvement of those processes.

This role is primarily responsible during their shift for triaging system monitoring alerts or business escalations and following runbooks to ensure an appropriate response occurs. This role is responsible for documenting actions and observations while engaging other support teams and vendors to ensure escalations occur in a timely manner resulting in service disruption being avoided or minimized.

Responsibilities also include initiation, triage, facilitation, and execution of major incidents and problem ticket via virtual meetings. The role will also be required to perform operational support, initiate and manage 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.

• Takes appropriate actions including logging, creating tickets, creating professional broadcast email communications to stakeholders and Executives. 
• Follows documented, standard operating procedures to perform actions to restore service (e.g. restart a service) when required. 
• Initiates and manages incident response and collaboration via virtual meetings. 
• Performs initial response and triage of alerts. Uses logical reasoning to assess alerts and communicate an executive summary to support teams or vendors.
• Performs timely, assertive escalations to appropriate support teams to expedite incident resolution.  
• Reviews alerts and escalations for continual improvement opportunities. Makes recommendations for improving quality of alerts (e.g., adjusting thresholds based on trend analysis), and collaborating with engineers to implement those new thresholds. 
• Provides operational execution and support activities for ITSM processes. For example, managing escalation of outstanding approvals for change tickets, facilitating root cause analysis meetings and managing the lifecycle of problem tickets. 
• Proactively manages assigned projects/tasks while meeting deadlines. Communicates progress in an executive summary format at regular intervals. 

Supervisory Responsibilities: This position has no formal supervisory responsibilities.

Required Qualifications:  

• Ability to comprehend application and infrastructure monitoring alerts and communicate a summary of those alerts effectively to other technology team members, technology leaders and business leaders. 
• Demonstrates excellent real-time incident chronology skills. 
• Ability to follow detailed instructions or procedures independently. 
• Strong sense of ownership and urgency when escalating active alerts.  
• Exhibits confidence and bravery when escalating to ensure alerts are responded to promptly. 
• Passion for detailed analysis and documentation. 
• Ability to work independently or in a team environment. 
• Ability to communicate effectively in person, in writing, in virtual meetings and over the telephone while catering communication based on the audience (e.g. communicating to engineers vs. executives). 
• Ability to keep a group of people at a virtual meeting primarily focused on clearly understanding the situation at hand and focused on restoring service or preventing impact.  
• Ability to work flexible hours on an exceptional basis. 
• Ability to clear required background check. 

PREFERRED CERTIFICATIONS AND LICENSES:

• ITIL (Information Technology Information Library) Foundation Certification,
• Any foundational training or certifications with IT monitoring tools or cloud environments.

OTHER PREFERRED QUALIFICATIONS: 

• Experience with the ITIL Incident, Problem or Change Management process and procedures.
• Familiarity with general IT monitoring operations.

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.

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 the salary range to be $53,944.50- $158,919.60. The upper end of this range is not likely to be offered, 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. Eligible employees may receive a bonus. Stride offers a robust benefits package for eligible employees that can include health benefits, retirement contributions, and paid time off.

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.

Job Type

Regular

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.

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.