Systems & Applications Monitoring Specialist

Aaron's has a long legacy as an industry leader with continued growth. In business since 1955, we have grown to over 2,000 stores across North America built on a foundation of excellence, customer focus, quality products and services. Personally and professionally, we hold ourselves to high standards and an unwavering commitment to do what's right; treating every individual with respect, compassion and integrity. We are highly invested in the communities we serve through our community outreach programs, donating time, products and services locally and nationally. As a potential Aaron's Associate, you'll share our purpose and passion for making a real difference in the lives of others and the rewards that come from creating strong personal connections for life. You'll be a contributing team member in an environment that embraces challenge and has a strong drive to achieve. We like to set the bar high, roll up our sleeves and work together to out-perform the competition. You'll have an opportunity to work in an environment which prides itself on recognizing and rewarding top performers. Interested in becoming a Support Systems & Applications Monitoring Specialist at Aaron's? As a Support Systems & Applications Specialist in the Support Contact Center, you will log and troubleshoot all assigned server environments, create, implement, interpret alerts generated by monitoring systems, coordinate communications between groups, follow defined processes for problem classification, basic troubleshooting and insuring the best resources are brought to bear as quickly as possible when handing problem-inducing events. The focus will be on preventing impact proactively through monitoring. Must be available for after-hours support. In addition to monitoring, you will be assigned special projects created to implement new hardware, software or miscellaneous initiatives that support store operations or Home Office. You will play a key role in promoting the organization commitment to delivering quality service from within an IT “center of excellence”. Come see why the difference is personal at Aaron's, connect with us today! Duties Partner with IT functional teams and enterprise architects to monitor alerts on select infrastructure and applications. Monitor all critical production processes and technologies that have high impact on business operations Partner with business and technical groups to support ongoing business requirements Proactively surface unplanned mission critical issues that impact the time and accuracy parameters of all service offerings Work problem tickets effectively and efficiently and interact with engineering, field technicians, and telecommunications carriers or vendors to facilitate resolving service issues in accordance with established processes and procedures. Document problem descriptions and detailed problem diagnosis with accuracy in compliance with established practices. Review and where necessary update the tracking of problems in our service and incident management system. Participate in the transfer of information from one shift to the next. Work effectively in a team environment to monitor, log, resolve, and escalate issues Follow the established operations procedures to ensure timely resolution or escalation of issues. Act as central point of communication for critical issues. This includes notifying departments (on call list) via email and phone to alert them of the issue. Stand up (get all necessary depts. represented) and run/moderate the conference bridge/war room to troubleshoot the issue to resolution. In the communication role there are multiple responsibilities to perform such as…take roll of who is on and the dept. they represent, provide regular status reports, keep the individuals in the meeting focused on the issue etc… Interact with customers at the technical level, as required. This position is 24x7 and will require shift work. Complete assigned projects based on the guidelines provided and within the specified timeframe. Project work will be secondary to critical issues. Remain proficient handling Calls & Chats. A minimum of two days per month taking Calls & Chats. Expect to handle Calls & Chats at management discretion as events and volumes dictate. Position Requirements Understanding of the Aaron's store operations and related IT infrastructure Experience with Aaron's operations processes Ability to report operational performance based on key performance metrics Ability to handle multiple projects/assignments concurrently and be very results-oriented. Experience in supporting Microsoft environments BA/BS in a technical discipline or equivalent practical experience. Ability to make sound decisions and judgments Able to quickly adapt to challenging dynamic environments Strong analytical and problem solving skills Excellent verbal and written communication skills Calm demeanor, good organizational skills and attention to details Highly motivated and works well both independently and in a team environment. At Aaron's, you will have access to a comprehensive benefits package that includes: Paid time off including vacation days, sick days and holidays Ongoing training and development Medical, dental & vision insurance 401(k) plan Life insurance Disability benefits Employee Purchase Discounts A drug screen and criminal background investigation are required before beginning employment at Aaron's. A job performance reference check is also required. Aaron's is an Equal Opportunity Employer