ANALYST, IT
Duke University - Durham, NC

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POSITION SUMMARY:
As a member of the Data Center Services team, this position works
collaboratively with OIT#s Service
Management & Operational Integration team to provide support for
servers and data center
infrastructure, including incident and event management, request/change
processing, system
administration, and system testing. The role serves as the key
communications point during major
incidents and service outages during second / third shift, and
weekends, interfacing with and
ensuring exchange of communication between technical, managerial,
customer stakeholders, facilities
department and service providers. The responsibilities also include
monitoring, installing,
diagnosing, and upgrading data center and facilities hardware and
equipment.

DUTIES & WORK PERFORMED:
# Observation and monitoring of data center infrastructure and
facilities
# Respond to alerts and warnings generated by automated system
monitoring systems
(e.g., Nagios,
Siemens Apogee), acting in the capacity of a Service/Network Operations
Center (SOC/NOC) analyst
and
first-responder system administrator.
# Diagnose and correlate system and data center infrastructure alerts
to understand
service impact
and possible root causes; attempt to resolve where possible via
available documentation and methods
of procedure; escalate events to the appropriate level (technical,
management, Facilities Management
Division (FMD), vendor) as needed.
# Install, configure, test, maintain, monitor and troubleshoot
hardware, peripheral devices
and
other IT infrastructure contained in the data centers
# Provide initial and follow-uptechnical and customer support via
phone, web, instant
messenger and
email. Support includes email accounts, connectivity issues, operating
system problems, enterprise
applications, and a variety of desktop software packages.
# Monitor incident management queue for incidents. For each incident,
perform QA on
troubleshooting
steps taken to date; determine appropriate escalation path and assign
incident to appropriate team
for resolution; validate expected incident response and resolution
times; and provide contact
information directly to customers.
# Perform on-site analysis, diagnosis and resolution of complex
hardware problems in
collaboration
with next level system support, and recommend and implement approved
corrective solutions
# Contact external service providers and coordinate on-site repair as
required
# Document instancesof hardware failure, repair, installation and
removal using standard
procedures
# Perform standard changes on systems and hardware and resolve requests
where
appropriate, following
documented procedures/instructions. Take appropriate corrective action
on systems that are failing,
using superuser system access rights appropriately to resolve approved
operating system and
application layer issues.
# Manage communications and information flow during service
disruptions, including
convening
technical staff and/or managers where needed to discuss a service
interruption or outage. Provide
status updates to the internal and external/end-user customers, where
applicable, and ensure
appropriate escalation of issues to management team and other
stakeholders.
# Maintain inventory of all data center infrastructure
# Triage incoming incidentsand requests via queue andcase management
systems
(Remedy, JIRA, etc.)
# Review scheduled changes on the Change Management Calendar,
correlating monitoring
alarms with
change periods when needed
# Perform ad hoc and regularly scheduled reviews of service
documentation in partnership
with
service owners/experts; proactively recommend updates to documentation
when gaps are
discovered;
collaborate closely with staff at OIT#s Service Desk, systems,
operations, networking, and
application/database teams to update procedures and information.
# Assists in maintaining
the
on-call personnel paging schedules to ensure 7x24 coverage for critical
systems teams.
# Other tasks related to the installation, operation, monitoring and
delivery of enterprise
information technology services as assigned.

SOFT SKILLS:
# Team orientation; demonstrated ability to collaborate with others to
solve problems
# Able to effectively process, prioritize and respond to multiple data
points (e.g., alerts,
incidents, issues) simultaneously and to maintain focus on overarching
issue status and outcomes in
a high-pressured environment
# Exceptional multi-tasking capabilities
# Exceptional judgment; ability to make appropriate decisions in a
time-pressured situation
# Excellent analytical skills and solutions oriented approach
# Demonstrated strong
verbal and
written communication skills # Self-motivated and goal-oriented
# Ability to work under
minimal supervision
# Ability to interact professionally under pressure with a wide range
of customers ranging
from
end-users to IT staff to management to external service providers
# Proven ability to
dynamically
prioritize workefforts to meet deadlinesand work effectively with
minimal supervision in a team
environment

QUALIFICATIONS:
EDUCATION:
BS or BA degree or equivalent combination of relevant education and
experience in technical field
related to information technologies; computer science/CIS preferred.
One to three years# experience
as a system administrator, or five to seven years# experience as a
system operator with significant
OS-level experience is required.

EXPERIENCE & SKILLS:
# System administration or related superuser experience in one or more
of the following
operating
system platforms: Linux (Centos/RHEL, Fedora), Solaris, or AIX,
including appropriate use of
command-line super-user privileges.
# System administration experience in Windows (Windows Server 2003,
2008); VMware
experience is
desirable.
# Experience using with server and system infrastructure monitoring
systems such as
Spectrum, Nagios
or IBM Tivoli T/EC
# Ability to, with aid of documentation and monitoring systems,
diagnose root causes of
issues in a
moderately complex networked systems and applications infrastructure;
ability to diagnose
interrelationships between data center facility, network, server, and
application issues.
# Broad understanding of the roles of and relationships between
infrastructure typical in a
university or corporate IT environment, including authentication
technologies (LDAP, Active
Directory, Kerberos), servers, storage arrays, backup technologies, web
applications,
email/calendaring/messaging services, voice applications, etc.
# Familiarity with incident/ticket
tracking systems such as JIRA or
Remedy

WORKING CONDITIONS:
Includes office, data center and public work environment. Work hours
include second, third and
weekend shifts. Minimum Qualifications
Education Refer to Job Description

DUKE UNIVERSITY - 22 months ago - save job - block
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