To provide intermediate level Tier 2 IT services, including monitoring, diagnosing, and resolving hardware and/or software issues elevated from the Support Center and Technical Services groups.
Monitors and resolves automated system alerts and alarms that indicate system functions were not completed within established service levels. Communicates issue status to Technical Services groups.
Troubleshoots, configures, and tunes systems. Installs software, patches, upgrades, applications, and/or hardware.
Administers system activities (e.g., internet availability).
Answers the Tier 2 hot-line and resolves issues. Maintains and reviews shift logs and turnover reports.
Identifies performance issues and trends. Identifies opportunities to improve system and application performance, including automating manual system tasks.
The Tier2/UTS Systems Operations Analyst has one primary responsibility to maintain the highest levels of availability and reliability for the clients UNIX-based infrastructure and three main sub-tasks:
1. First & foremost, to monitor the environment, through the effective use of systems management tools
2. Second, to resolve problems, in the forms of service restoration and the resolution of trouble tickets, and
3. Third, to maintain the environment, by assisting Tier3 with vendor work, and the application of changes
Within the context of the above, the scope of accountability includes the following:
1. Infrastructure (hardware and O/S & 3rd party software)
2. Environment (production and development)
3. Database (Sybase, Oracle, DB2/Connect)
4. Platform (external and internal net-centric, client server, etc. WebSphere Application Server, Siteminder, SunOne WebServer)
Tier2/UTS is responsible for a host of highly complex net-centric & client-server based application platforms. All are extremely visible, business-critical systems, including public website with three million+ registered clients, as well as various other systems serving 10,000+ internal users and phone center operations on a 7X24 basis.
Duties For the Various Platforms Include:
Single point of contact for all UNIX, Sybase, Oracle, DB2/Connect, and net-centric related problems.
Monitor various systems management consoles to recognize problem events, and react appropriately.
Analyze and resolve infrastructure problems.
Restore service to shareholders and internal clients as quickly as possible.
Work to resolve Trouble Tickets in a timely and effective manner
Operationally manage UNIX-based and net-centric environments.
Interface with other Technology Operations and IT personnel (Network, Mainframe, Tier3, TE, PCOE, SI, etc.).
Assist various Tier3 staffs in performing general system administration functions for all areas of accountability (above).
Assist various Tier3 staffs in the introduction of new technologies and major functionality upgrades.
Assist various Tier3 staffs in performance monitoring and capacity planning for all platforms.
Develop and maintain Operational Policies and Procedures for all T2/UTS services.
Train Tier1 personnel in new processes, technologies and releases
Support elevations to the production environment.
Maintain site security.
New candidates should expect the following:
Initial training period of 3-to-8 weeks (rotating 5DWW, 4DWW & 3DWW day shift assignments) with increasing levels of night coverage.
Upon completing initial training the night shift assignment (rotating 6P-6:30A) will be assumed.
Two basic shifts (6A-6:30P, 6P-6:30A)
Rotating shift assignments, as necessary
ORS Partners - 9 months ago