Tableau Software Service Operations Center Analyst in Seattle, Washington

Service Operations Center Analyst

Department: Operations

Location(s): Seattle, WA

Tableau Software is a company on a mission. We help people see and understand their data. After a highly successful IPO in 2013, Tableau has become a market-defining company in the business intelligence industry. But don’t take our word for it—read what analysts like BARC and Gartner have to say about us. (Spoiler: You’ll find terms like “Leader” and “#1.”)

Tens of thousands of companies and organizations have chosen Tableau. From the executive suites of Fortune 500 companies to the jungles of Central America, from immunology research labs to high school robotics club meetings, our software can be found anywhere people have data and questions. Additionally, journalists, bloggers, and major media web sites have embraced our free product, Tableau Public, for its ability to help them share data online in the form of interactive visualizations. Check out all of our products at: www.tableau.com/product-tour at http://www.tableausoftware.com/product-tour .

Tableau’s culture is casual and high-energy. We are passionate about our product and our mission and we are loyal to each other and our company. We value work/life balance, efficiency, simplicity, freakishly friendly customer service, and making a difference in the world. Tableau offers exceptional professional and financial growth potential.

To learn more about Tableau’s mission, please visit: http://mission.tableau.com at http://mission.tableausoftware.com.

Description

What you'll be doing...

The Service Operations Center (SOC) Analyst’s responsibilities include all those of a Service Operations Center (SOC) Analyst, but with additional responsibilities over more complex and unique duties and assignments. Proactively monitor production and pre-production environments within a 24x7 SaaS/Hosted business, resolving immediate issues according to run books and documented processes. As a SOC Analyst, you will drive incident management during planned and unplanned outages ensuring resolution, escalation, and communication processes are followed.

Some of the things you’ll be doing include…

  • Act as subject matter expert and point of escalation for the team.

  • Outage Communication

  • Submit outage notifications based upon service level monitors.

  • Drive communications and focus during outages.

  • Generate routine outage metrics (monthly, weekly, etc).

  • Serve as the point-person for escalated outages. Responsible for managing communication, timelines, information gathering, etc.

  • Host outage post mortems.

  • Production Monitoring and Alerting

  • Working with Product teams in defining and setting up application service monitors.

  • Decreasing the signal-to-noise ratio of pages through enhanced monitoring solutions, tools, processes.

  • Coordinating the creation and maintenance of dashboards.

  • Maintain dashboard level reports and metrics.

  • Provide clear and concise reporting to the internal ADP stakeholders regarding production uptime and availability and outage resolution.

  • Production Support

  • Creation and maintenance of Run-book/Knowledgebase.

  • Tier 1 support of the production applications and infrastructure.

  • Ownership of the execution of business related jobs and tasks.

  • Establish processes for introducing new jobs and monitoring in to the production environment.

Who you are… *LI-BF1

  • Experienced. 5+ years progressive experience in a SOC, NOC, IT Operations, Helpdesk, or Tier 3 Technical Support role. ITIL Foundations Certification

  • Technical. Requires an understanding of at least four of the following - Linux, Windows Server, Openstack, CDN’s, SumoLogic, Splunk, MySQL, Postgres, Perl, Python, Java, Scripting, HTML, Puppet, and Git. ITIL experience a plus. Scripting (Python or Others) desired

  • Domain . Working knowledge of Unix/Linux and Windows Server. Working knowledge of databases and data extraction. Basic understanding of networking, Internet protocols, and OSI layer model. Expert troubleshooting ability.

  • Flexible . You are able to work night shifts and over the weekend.

  • Performer. This position requires the employee work independently, exercise judgment, and apply specialized knowledge.

  • Detailed Oriented. Detail-oriented individual capable of working both independently and within a team.

  • Excellent Communication. Advanced communication skills (Written and verbal)

  • You are a Recruiter! Tableau hires company builders and, in this role, you will be asked to be on the constant lookout for the best talent to bring onboard to help us continue to build one of the best companies in the world!