Optomi
Technical Analyst I
(Onsite, Bristol CT) Optomi, in partnership with a leading media and entertainment organization, is seeking a Technical Analyst I to join a 24x7 production (this is a 24x7 operation, and all team members begin on this shift, no exceptions or shift negotiation available) support environment in Bristol, CT. This is an entry-level, high-visibility role supporting mission-critical media and streaming operations. The ideal candidate brings strong problem-solving skills, excellent communication, and experience working in fast-paced IT support environments. What the Right Candidate Will Enjoy! Supporting live, high-impact production environments with real-time visibility! Gaining hands-on experience in a 24x7 enterprise IT operations center! Working closely with production, engineering, and incident management teams! Developing strong foundations in incident, change, and problem management! Exposure to observability, monitoring, and streaming media platforms! Building a long-term career path within a major media organization! Experience of the Right Candidate: 1+ year of experience in a 24x7 IT call center or helpdesk environment. Experience working with ITSM tools such as ServiceNow, PagerDuty, and Jira. Hands-on experience handling service requests and Tier 1 troubleshooting. Strong ability to work under pressure and manage urgent priorities. Excellent verbal and written communication skills. Strong customer service skills with comfort supporting high-profile stakeholders. Entry-level mindset with strong curiosity, accountability, and problem-solving ability. Responsibilities of the Right Candidate: Serve as the first point of contact for incidents reported by internal stakeholders and external partners. Gather and analyze incident details through calls, Slack interviews, and monitoring tools. Determine incident scope, severity, and business impact. Perform Tier 1 troubleshooting and resolve basic technical issues when possible. Escalate incidents to Level 2 support teams or Incident Management when required. Actively participate in incident management scribing and documentation. Ensure incidents are accurately tracked throughout their lifecycle. Collaborate with engineering, technical support, and media teams to support issue resolution. Monitor service-health dashboards and communication channels for proactive issue detection. Documentation, Tracking & Monitoring Responsibilities: Work within ServiceNow, Jira, Confluence, Microsoft Teams, and PagerDuty. Ensure proper incident tracking, reporting, and adherence to operational procedures. Document troubleshooting steps, solutions, and best practices for the knowledge base. Monitor platforms such as Datadog, BigPanda, email, and Teams for alerts and escalations. Proactively identify potential issues or performance bottlenecks. Preferred Qualifications: ITIL v3 or ITIL v4 Foundation certification. Experience with observability and monitoring tools: Datadog, BigPanda, Conviva, Grafana, Splunk Familiarity with streaming media workflows, broadcast systems, or production environments. Exposure to Major Incident, Problem, and Change Management processes.
(Onsite, Bristol CT) Optomi, in partnership with a leading media and entertainment organization, is seeking a Technical Analyst I to join a 24x7 production (this is a 24x7 operation, and all team members begin on this shift, no exceptions or shift negotiation available) support environment in Bristol, CT. This is an entry-level, high-visibility role supporting mission-critical media and streaming operations. The ideal candidate brings strong problem-solving skills, excellent communication, and experience working in fast-paced IT support environments. What the Right Candidate Will Enjoy! Supporting live, high-impact production environments with real-time visibility! Gaining hands-on experience in a 24x7 enterprise IT operations center! Working closely with production, engineering, and incident management teams! Developing strong foundations in incident, change, and problem management! Exposure to observability, monitoring, and streaming media platforms! Building a long-term career path within a major media organization! Experience of the Right Candidate: 1+ year of experience in a 24x7 IT call center or helpdesk environment. Experience working with ITSM tools such as ServiceNow, PagerDuty, and Jira. Hands-on experience handling service requests and Tier 1 troubleshooting. Strong ability to work under pressure and manage urgent priorities. Excellent verbal and written communication skills. Strong customer service skills with comfort supporting high-profile stakeholders. Entry-level mindset with strong curiosity, accountability, and problem-solving ability. Responsibilities of the Right Candidate: Serve as the first point of contact for incidents reported by internal stakeholders and external partners. Gather and analyze incident details through calls, Slack interviews, and monitoring tools. Determine incident scope, severity, and business impact. Perform Tier 1 troubleshooting and resolve basic technical issues when possible. Escalate incidents to Level 2 support teams or Incident Management when required. Actively participate in incident management scribing and documentation. Ensure incidents are accurately tracked throughout their lifecycle. Collaborate with engineering, technical support, and media teams to support issue resolution. Monitor service-health dashboards and communication channels for proactive issue detection. Documentation, Tracking & Monitoring Responsibilities: Work within ServiceNow, Jira, Confluence, Microsoft Teams, and PagerDuty. Ensure proper incident tracking, reporting, and adherence to operational procedures. Document troubleshooting steps, solutions, and best practices for the knowledge base. Monitor platforms such as Datadog, BigPanda, email, and Teams for alerts and escalations. Proactively identify potential issues or performance bottlenecks. Preferred Qualifications: ITIL v3 or ITIL v4 Foundation certification. Experience with observability and monitoring tools: Datadog, BigPanda, Conviva, Grafana, Splunk Familiarity with streaming media workflows, broadcast systems, or production environments. Exposure to Major Incident, Problem, and Change Management processes.