Why join OCLC?

OCLC is consistently recognized as a best place to work by several independent programs. We recognize and reward people and results with a comprehensive Total Rewards package. This means competitive compensation that reflects your unique contributions—performance, experience, and skills—along with exceptional benefits, including best-in-class health coverage, retirement plans with generous company contributions, and a commitment to your overall well-being.

• We know the best ideas don’t always happen at a desk. Take a walking meeting around our 100-acre campus or enjoy lunch on the patio. We’re committed to your success—both personally and professionally. Hybrid work environment: For many roles, three days a week on-site, with occasional additional days based on business needs.

• Free use of our on-site fitness center, gym sports, group exercise classes, and game room

• Onsite catering and cafeteria subsidized by OCLC

• Health and wellness events

• Work environments with individual and team spaces and the latest technology tools

• Paid parental leave and adoption assistance

• Tuition reimbursement and Public Service Loan Forgiveness eligibility

• Company-subsidized pricing on local tickets and memberships

Join us in transforming how people everywhere access information and be part of a mission-driven team that makes a global impact.

The job details are as follows:

The major purpose of the Service Operations Center (SOC) Analyst at OCLC is to monitor and control the member facing online services that OCLC provide for its customer’s use. In addition, the SOC is charged with monitoring and controlling the internal systems and services that OCLC provides for employee use. The expected service delivery outcome of this monitoring and controlling activity is the assurance that all services are functioning as expected to deliver business value, and that when they are not functioning as expected, issues are quickly identified and re mediated.

In support of this outcome the SOC operates 24x365 to provide coverage across time zones and geographic regions. The SOC is always on duty. Members of the team are expected to occasionally assist with shift coverage outside their normal schedule in support of project and business needs.

Members of the SOC team are expected to have the operational skills, the technical knowledge, and the supporting professional competencies to effectively work with other OCLC staff members and with external customers. Members of the SOC must be able to collaborate effectively under stress and they must also possess very good verbal and written communications skills. Cross team collaboration occurs as needed, to ensure the availability and quality of systems and services OCLC provides. The OCLC product set changes rapidly in response to customer demand, so does technology generally. Members of the SOC must constantly be able to reinvent themselves and learn new things that are applicable to the core SOC business function.

Core SOC functions align with the following Information Technology themes

• Monitoring
• Communication
• Issue Resolution
• Incident Management
• Execution of change activities
• Continuous improvement

Because what is known must be shared:

• We will know the health of OCLC services at all times and we will share that information with whomever needs it to support business objectives
• We will identify and manage any crisis that needs attention today but we will always remember to pursue a better tomorrow
• We will do this by developing the people, tools, and teams that support the OCLC mission through collaboration with all stakeholders
• We will change without fear as often as needed to achieve company goals

Responsibilities:

Monitoring – The SOC Analyst is responsible for front line, real time, 24x365 monitoring and functional service verification as part of a shift team. This work is accomplished using a variety of OCLC provided tools and manual processes that give visibility into the health of services, systems, scheduled batch job flows, and supporting technology infrastructure.

This role is responsible for continuity of data recovery by ensuring that data is backed up and sent off site as defined in the operational support plan.

The SOC Analyst is also responsible for the monitoring and physical security of each of the data center floors including the tenant’s space.

The role monitors daily job schedules and verify that jobs complete successfully, taking corrective action to fix the problems as needed.

At this grade a SOC Analyst is expected to show competency within multiple major monitoring tooling systems. They are expected to be able to investigate incoming events as required to determine if they are actionable with minimal supervision. The SOC Analyst II should have moderate understanding of how OCLC monitoring relates to our products and user experience.

Communication – Using business appropriate written and verbal tools, and professional content, the SOC Analyst is expected to effectively collaborate with other employees from diverse backgrounds and experiences to achieve desired business outcomes. Communication with peers, customers, and partners will occur using a variety of OCLC provided voice and data tools. Analysts are expected to be able to demonstrate proficiency with those tools.

Issue resolution – Ability to perform effective issue analysis and remediation are a critical component of this position. The Analyst is expected to react to incoming incidents by troubleshooting and prioritizing the issue based on business impact. It is expected that Analysts will need to refer to technical documentation such as system diagrams and procedures to complete this work. It is also expected that the person in this role will occasionally need guidance from more senior team members in the course of this activity and that they will help less experienced members of the team as needed.

Occasionally a SOC Analyst will interact with OCLC members in response to an inbound request for support and assistance. Analysts are expected to accurately document these requests. When unable to resolve an event after troubleshooting and understanding it, the SOC Analyst engages other resources as needed to restore normal service and system operation.

At this grade a SOC Analyst is expected to be able to investigate issues and interact with OCLC Systems using defined processes and tools to remedy the incident. It is also necessary to be able to escalate to external groups when SOC remediation efforts cannot mitigate the issue.

Incident management – SOC Analysts are responsible for creating and updating incident tickets in OCLC provided incident tracking systems as needed. Analysts may also interact with OCLC provided problem and change systems in the course of their activities.

At this grade SOC Analysts are expected to understand the function, purpose, and normal operation of these systems. Incident tickets will contain sufficient detail, in business and technical terms, to allow other users from other team to make informed choices and so they can take actions fully cognizant of the service delivery risks involved. Priority is assigned using standard OCLC ITSM definitions.

Execution of change activity – SOC Analysts support ongoing change execution to deliver features and functions for the OCLC product base. Analysts use OCLC provided problem and change tools to complete this work.

At this grade SOC Analysts will process simple job requests (batch requests) in workflow tools and complete lower risk tasks associated with change activities in multiple environments, including production. Under supervision they will execute complex change tickets that are not considered high risk.

Team members are expected to be able to demonstrate proficiency with OCLC change, problem, and request management tools and processes.

Continuous improvement – SOC Analysts are responsible for personal development in order to expand their professional capabilities and bring benefit to OCLC. It is expected that SOC Analysts will participate in training on OCLC processes, products, and services as outlined in development plans built collaboratively with their managers. In addition, SOC Analysts are expected to stay abreast of technology changes that are relevant to their role using resources available through OCLC. When OCLC sends SOC Analysts to sponsored training events Analysts are expected to be professional and engaged in learning the content being presented.

Analysts are expected to be able to demonstrate proficiency using OCLC provided knowledge management tools and training resources. Analysts are also expected to give constructive and actionable feedback regarding processes and tools, proactively and when asked, to help improve service delivery in support of the OCLC mission.

Limited travel between metro data centers or to local training events may be required

Qualifications

• Position requires a High School diploma and experience in an information technology role, ideally supporting distributed systems at scale in a data center environment
• Associates Degree in Computer Science or an equivalent technical area, certification, and 1-2 years equivalent IT Operations experience is required
• Additional demonstrable IT Operations experience can be accepted in lieu of formal credentials
• Degree in Computer Science is preferred.
• Certification in web services, telecommunications, Linux or databases
• ITIL training and certification
• Must have the ability to understand and interpret technical information in order to take action
• Experience supporting or using OCLC products and services
• Technical, analytical, experience and communication skills to perform incident management on complex distributed systems and services
• Including the skills and abilities to perform said analysis and remediation independently
• Formal major incident management experience and training
• Must be able to effectively communication with developers, database administrators, application support staff and business stakeholders
• Must demonstrate very good verbal and written language communications skills
• Verbal and written skills in multiple languages
• Experience and knowledge in configuring and monitoring software
• Experience and knowledge in the field of scripting, automation, APM, and backup software
• Experience using Control-M or QuickBuild
• Must be highly attentive to detail and be able to work independently in a multi-task work environment

Working Conditions: Normal office environment.

ADA/EAA: The above statements cover what are generally believed to be the principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties.