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Operations Support Analyst

Date: Jul 21, 2022

Location: Atlanta, GA, US, 30308

Company: Norfolk Southern Corp.

#LI-EB23 #LI-Hybrid


Job Description:

Norfolk Southern Corporation is seeking resumes for the ITO Operations Center which is responsible for managing and administration in a number of areas including the Linux, AIX, Database, Mainframe, SAN, OES, and Wintel environments within the IT Operations department at Norfolk Southern.  This position is for a fixed first shift (Tuesday through Saturday) and will provide second level IT support within a 24x7 operation center.

The successful candidate will become a member of the ITO Operations Center group within Norfolk Southern’s Information Technology department. The candidate’s primary responsibility will be Level 2 support for the Mainframe, Linux, AIX, Database, SAN, Web Services and Wintel environments.


4-yr College Degree preferably in IT Technical/Professional

Skills Required:

  • Schedule flexibility is required in a 7x24x365 operation.  Although this position will be 1st shift, Tuesday through Saturday, candidates should be aware that they may be asked to occasionally cover other shifts or other days of the week or weekend
  • Understanding of SOX controls and auditing
  • Ability to analyze, interpret and simplify technical information, and clearly communicate this information to target audiences
  • Ability to work independently with little supervision and as well as working with a team
  • Strong verbal and written communication skills and interpersonal skills
  • Strong teamwork and customer support focus
  • Strong telephone skills
  • Ability to triage problems, document, troubleshoot, resolve and/or dispatch problems as needed
  • Able to handle stressful situations and maintain composure under pressure

Skills Preferred:

  • Experience using Word, Excel, Visio, Outlook and other Microsoft Office Suite products
  • Experience with administration of Linux, AIX, Mainframe, SAN, Web Services, and/or Wintel environments
  • Experience in the railroad or transportation industry
  • Software product administration experience

Experience Required:

  • 2-4 years of administration/operations in Linux, AIX, Mainframe, SAN, Web Services and/or Wintel in a corporate environment
  • 2+ years of Red Hat/Solaris


  • Familiarity with navigating Mainframe Applications, NVAS
  • To support Mainframe CICS and MQ operations which include but no limited to:
    • Monitoring critical tasks
    • Setting MQ triggers
    • Managing job requests and scheduling
  • Managing administrative tasks for the Linux, AIX, Mainframe, SAN, Web Services and Wintel areas
  • Standard trouble shooting procedures for hardware and software problems
  • Utilize an Interaction/Incident management tool to open tickets on all calls, track open tickets, escalate end-user problems, and follow through to ensure resolution and closure
  • Central point of contact for all infrastructure areas including Linux, AIX, Mainframe, SAN, Web Services and Wintel environments
  • Interact with various internal support groups to create troubleshooting/administration/escalation/dispatch documentation
  • Provide customers with basic analysis, diagnostics, and resolution, taking corrective action in order to achieve maximum customer productivity
  • Able to troubleshoot and resolve complex problems reported to the Operations Center
  • Analyze impact of problems and escalate appropriately
  • Interface with internal and external support specialists regarding problem determination and resolution

Work Conditions

Environment: Hybrid

Shift Work: Yes

On-Call: Yes

Weekend Work: Yes

Travel Required: 0 - 2 Days per Month,

Company Overview

Norfolk Southern Corporation (NYSE: NSC) is a Fortune 300 organization and one of the nation’s premier transportation companies. Its Norfolk Southern Railway Company subsidiary operates approximately 19,500 route miles in 22 states and the District of Columbia, serves every major container port in the eastern United States, and provides efficient connections to other rail carriers. Norfolk Southern is a major transporter of industrial products, including chemicals, agriculture, and metals and construction materials. In addition, the railroad operates the most extensive intermodal network in the East and is a principal carrier of coal, automobiles, and automotive parts.


At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.


Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.

Nearest Major Market: Atlanta