Operations Center Technician

Description

• This is a 24/7 team responsible for production systems health monitoring, deployment of code changes, escalation handling and standardized communication of all Change Management within the Technical Operations organization
• Successful candidates must be able to multi-task and prioritize system events according to severity and escalation procedures.
• Candidates must be comfortable communicating quickly and accurately in the event of production emergencies, both with internal and external groups.
• This individual must also be comfortable navigating through both Unix and Windows environments and be involved in actively troubleshooting and/or resolving production issues.

• Execution of Event Management - 24x7x365 detection and correlation of events through use of tools for Unix and Windows environments hosting various based web, mobile and telephony platforms using server, network and application monitoring systems.
• Tier 1 support of production issues via triage, escalation, and drive to resolution while troubleshooting, communication, and subsequent updates.
• First line of investigation, diagnosis, and validation of Events and Incidents reported. Issues are owned from start to finish and tracked in the Enterprise Change Management ticketing system.
• The Operation Center is responsible for gathering troubleshooting information either for direct resolution or for an escalation destination party.
• Flexible with the ability to handle stressful situations such as initiating emergency conference bridge calls and sending quick and accurate outage notifications.
• Use of Standardized Communications for Code Releases, Schedule Maintenance and Service Interruptions that provide Business and customer support
• Identification of Infrastructure Change Management policies and procedures while performing controlled tasks applied as a work around for known issues
• Communicating between departments, vendors and partners as a central repository for information regarding production site, Customer Support, Help Desk and Core Systems issues across the entire organization.
• Understand, detect, describe, and evaluation of the impact a deviation might cause to the service triggered by a notification of a scheduled task, reports from user(s), or other means.
• Organization, administration, manage, logging, follow-up and closing of work orders and ticket requests for the Operations Center

• 2+ years of previous Operations Center or equivalent experience
• MUST be comfortable working in a command line as well as GUI environment s
• 2+ years of direct experience (running scripts, grepping logs, troubleshooting errors)
• 2+ years of direct Windows experience (running scripts, processing event log messages, troubleshooting errors)
• Excellent written and oral communication skills
• Must be able to accurately report information in a timely manner.
• Experience with Gomez, ipMonitor, Nagios or Solar Winds, NetCool is a plus
• Operations Center, Unix, Windows, scripts, logs
• Networking, NOC