POSITION PURPOSE -
This candidate will have the opportunity to work in a fast paced environment in a state of the art multi-million dollar data center for an industry leading specialty retailer. Supporting over 2000 sites the candidate will work with IT Architects and Engineers across multiple IT technologies.
The Associate Operations Specialist works in a 24x7x365 data center environment maintaining and supporting Unix/Linux distributed systems infrastructure, hardware and systems software components. They will be able to receive incoming calls from users and perform initial fault isolation and trouble ticket creation for incidents as well as fulfill service requests using documented standard operating procedures. They will also escalate business impacting incidents according to documented escalation guidelines. They will be responsible for the day to day support, including monitoring and break-fix activities, for Linux and Unix Servers, with occasional AIX Servers, and associated storage along with other integrated technologies.
The Associate Systems Specialist is an advanced level of troubleshooting support for the IT Operations team. These associates may monitor a phone queue, alerts, and team inboxes in an effort to ensure teams are at a high state of readiness, and team metrics are being met.
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES -
20%: Investigate, diagnoses, and takes prescribed actions on all operational events, alarms and incidents escalated from level 1 support technicians based on mean time to recover service levels and incident severity.
10%: Participates on business impacting incidents and problem management (high number of repeat incidents) support activities with the main goal of assisting in the diagnostics of the error logs in order to recover services quickly.
20%: Develop, implements and operate all network\system infrastructure and procedures; Perform scheduled Preventive maintenance such as (file system cleanup, rack realignment, support tools client upgrades, backup job failure remediation.
10%: Ensure that all routine maintenance tasks (security patch management, firmware updates, etc.) are completed on all operational infrastructures.
10%: Monitor and manage batch schedules to ensure service levels is being delivered on a daily basis Maintains all operational documentation, processes, and (management and diagnostic) tools ensuring that spares are maintained at the agreed service
10%: Ensures that all infrastructure equipment is maintained according to policies and recommendations and perform regular checks on infrastructure.
10%: Develop automation tools using standard scripting languages Powershell(Windows), Kornshell (Linux), TcL (Cisco) and REXX(MVS) to improve stability and increase efficiency of system
10%: Implement Low Impact infrastructure\application changes such as upgrades and patching of operating systems and non-business critical applications.
NATURE AND SCOPE -
Position Reports to: IT Supervisor
No direct responsibility for supervising others.
ENVIRONMENTAL JOB REQUIREMENTS -
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
MINIMUM QUALIFICATIONS -
Must be eighteen years of age or older.
Must pass the Drug Test.
Must successfully complete any required training or orientation courses.
EDUCATION REQUIRED -
The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.
YEARS OF RELEVANT WORK EXPERIENCE - 1
PHYSICAL JOB REQUIREMENTS -
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
ADDITIONAL QUALIFICATIONS -
Bachelors Degree is preferred.
Knowledge of Network Switches, Routers, Firewalls, and Access Points
Knowledge of Operating Systems (Windows, UNIX, and IOS)
Knowledge of Server Hardware
Knowledge of Host Systems
Knowledge of Storage Area Networks (SANs)
PREFERRED QUALIFICATIONS -
Have at least 3 years experience working with Unix/Linux hardware and software
Have some experience with high availability hardware and software
Familiar with SAN and NAS storage solutions
Proficient in the use of incident ticketing systems like HP Service Manager
Proficiency with the Microsoft Office Suite and Unix/Linux OS
Provide second level operational support, including creating / updating runbooks to be used by Level 1
Excellent communication, organization, time management and multi-tasking skills
Ability to listen to users issues and translate to determine appropriate technical solution
Problem solving and analytical skills
Able to prioritize multiple competing demands
Drive to deliver excellent customer service
Able to work a part-time flexible 12-hour shift schedule including overnights
2 years or more experience in an enterprise class data center preferred
KNOWLEDGE, SKILLS, ABILITIES AND COMPETENCIES -
Maintaining a high degree of technical competence and knowledge that involves the understanding of concepts and facilities utilized in support of computer and network systems.
Ability to communicate effectively with all levels of personnel, both verbally and in writing.
Ability to quickly analyze and resolve systems problems as they occur.
Ability to utilize operational experience and knowledge to effectively write methods, standards and procedures in a clear and concise manner to ensure ease of use.
Ability to verbally communicate with all levels of associates within the organizations.
Home Depot - 18 months ago
The Home Depot is the global leader in home improvement and fourth largest retailer in the world. Providing superior customer service and...