Field Services Infrastructure Operations Analyst III

The Field Support Infrastructure Operations Analyst will work under general supervision to support Comerica's entire MI market along with Toronto and is responsible for basic technology operations tasks. This role collaborates with various technology teams, vendors, and Senior Infrastructure Operations members to identify opportunities, solve problems, resolve incidents/requests, change orders associated with operations, and provide budgetary support to management regarding resources, hardware/software. This candidate should be polished in their written and verbal communication delivery, capable of building strong customer relationships and self-motivated. Required to be on site 5 days a week. Primary location is Auburn Hills but also expected to rotate between other various MI Locations. Must be flexible as this position expected to rotate in a shared 24/7 on-call schedule. Polite and Friendly Attitude - A positive demeanor, friendliness, and self-assuredness are essential traits. Colleagues should feel comfortable approaching the candidate for assistance. Multitasking and Time Management - This role often involves juggling multiple tasks simultaneously. Strong multitasking skills and effective time management are valuable. Computer Literacy and Tech Savviness - Proficiency in basic computer skills and a talent for technology are fundamental. This position should be comfortable navigating various devices and platforms.

Position Responsibilities:
System Operations

• Perform Level 0 and Level 1 support to associates and document steps taken in incidents and service requests.
• Identify potential operational issues in projects, request fulfillment and individual assignments.
• Monitor operational performance and troubleshoot alerts from commercial, open source and locally developed monitoring tools.
• Provide system failure analysis and recovery recommendations.
• Participate in Business continuity planning and testing.
• Serve as liaison with non-technical people, operations personnel, and/or field service personnel; interact directly with customers to negotiate solutions and implementation specifics.
• Perform system provisioning, analysis and tuning.

Support

• Work closely with others to perform technical analysis and make recommendation on minimally complex problems and incidents.
• Second line support for incident management problems and issues related to select applications.
• Works closely with others to identify and resolve root cause behind reported problems and issues.
• Assist in the development and/or maintenance of operational documentation.
• Conduct proactive maintenance toward select systems.
• Participate in the design, development, testing and implementation of enhancements required to maintain business unit success.
• Evaluate business processes and company policies to enhance process workflows.
• Provide support in a 24x7 data center and/or 24x7 on-call support.

Position Qualifications:

• Bachelor's Degree from an accredited university or High School Diploma or GED and 6 years of Technology experience
• 2 years of experience integrating or building technical solutions
• 2 years of experience leading collaboration discussions to solve business problems
• 2 years of experience interacting directly with clients or customers is essential. This ensures the ability to provide excellent service and address individual needs
• 1 year of experience presenting to large groups
• 1 year of experience in Data Analytics for reporting metrics in Excel Power Bi, and Service Now Client-Facing Experience
• 1 year of experience using and supporting Service Now, Outlook, MS Teams, Tech Locker, Vision software and Office 365
• This position is not eligible for sponsorship. Must have indefinite employment authorization.