This is a contract/consulting position.
Under limited supervision, responsible for the monitoring of servers and systems in an environment requiring 24 X 7 X 365 uptime. Demonstrate consistently accurate and timely escalation of production outages both internally and externally, with a strong focus on sense of urgency and customer service.
Employees may be required to work overnight, weekends, and holidays.
Provide effective, efficient notification of production outages to internal and external clients via email and/or telephone calls. Follow established Standard Operating Procedures in response to system alerts and routine tasks with consistent accuracy. Demonstrate strong initiative by providing immediate feedback when processes and procedures are incorrect, inefficient, or do not exist. Assist team members and Management with the development of process and procedures. Act as a technical resource for less experienced NOC staff. Promote and demonstrate a consistent attitude of teamwork and cooperation.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Monitoring/Troubleshooting/Escalating Connectivity and System Issues Continual observation of DreamWorks Animations monitoring systems. Respond to alerts from any system by following documented procedures for verifying the issue, determining the cause, and resolving or escalating as necessary. Duties also include recording outages for daily review and sending outage notifications internally and externally.
Routine Administration Tasks Perform tasks as defined in the NOC Shift Report. These tasks vary by day and shift but include items such as performing backups, checking status of current jobs, processing files, etc.
Troubleshooting/Escalating Customer Reported Issues - Provide Level 1 operations support for issues. Service these issues by researching, troubleshooting, or escalating as documented.
Review Process/Procedural Documentation - Demonstrate initiativeand provide feedback on existing processes and procedures, submitting ideas for on-going improvements. NOC Operators should use their experience with the system to help review documentation on a continuous basis. At times, NOC Operators may be called on to create/update Standard Operating Procedures.
ADDITIONAL DUTIES & RESPONSIBILITIES
Duties which may be performed on an as needed basis or on infrequent intervals (quarterly, semi annually, etc.).
NOC Operators are expected to be somewhat flexible in their work schedules. On occasion, it may be necessary to work an odd shift to help cover shifts when co-workers are out.
Special situations may arise that require the NOC Operator to perform additional tasks that are not listed above.
REQUIRED KNOWLEDGE, SKILLS & ABILITIES:
Education/Training/Work Experience: High School Diploma or equivalent is required. Basic to Intermediate IT training/work experience is required. Previous experience in a 24x7x365 IT Operations environment is required. Media & Entertainment background is a strong plus.
o Intermediate to advanced knowledge of computer networking
o Intermediate to advanced knowledge of UNIX (RedHat Linux preferred) and Windows Server.
o Scripting experience (Perl, VBS, shell, etc.) a strong plus
o The ability to effectively and accurately multitask is a requirement.
o Must have excellent written and verbal communication skills and a strong customer service focus.
o Equipment Used: Linux RedHat and Windows 2003+ for systems administration.
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