Systems Operations Technician

Systems Operations Technician reports to the Manager of Systems Operations and Work a rotating shift.  (Rotation will be between the day and night time shift (3 weeks on nights, 6 weeks on days) (Day flex from 7:00am to 6:00pm) (Night 10:00pm to 7:00am Sunday to Friday morning)).  Job functions include the definition, creation and maintenance of monitoring systems and platforms for all MIS-supported services to ensure proper functioning and monitoring of any scheduled production processes for proper completion.  Duties will include troubleshooting and escalation of any issues found to the appropriate MIS engineering team.  Defined network engineering tasks will also be performed as needed, and are detailed below. Specific Duties and Responsibilities General Maintain confidentiality and security of data as specified by corporate policy and legal requirements. Create/modify documentation relating to Operations, Support and Network Engineering procedures. Identify sources and trends of technical problems and recommend improvements to our technology products and services in order to prevent future occurrences. Monitor team queue for new issues, and utilize ticket management software to appropriately document issues. Perform hardware builds and manage images. Follow established processes for inventory and intellectual property management. Communicate clearly, quickly and effectively in both written and verbal modes with managers, team members, partners, and other appropriate individuals/groups regarding status of systems, services, and escalated issues. Inform manager of concerns relating to procedures system, operation and personnel, suggesting and implementing improvements and/or corrective action. Perform other duties as assigned.Technical Support Answer tier two technical support line and manage calls received to meet or exceed current TSS phone-based SLAs. Respond to tier two eMail support requests and meet or exceed current TSS eMail-based SLAs. Perform hardware builds and manage images. Perform other duties as assigned. Operations Follow established Operations processes for Monitoring, Scanning, Patching and documentation. Communicate clearly, quickly and effectively in both written and verbal modes with managers, team members, partners, and other appropriate individuals/groups regarding status of systems, services, and escalated issues. Respond to system alerts and notifications and manage resolution according to defined escalation processes. Implement & manage all instrumentation standards for servers & other networking equipment.  Serve as “production control” point for all new systems, services, software updates or other hardware put into production. Develop & maintain the overnight production schedule for daily, weekly & monthly scheduled jobs such as backups, extracts, scheduled tasks, and other such recurring processes.  Manage exceptions and errors as they arise. Network Engineering Server builds from image racking new server/switches cable runs in server room switch configurations for remote sites new user account creation Backup monitoring and tape swapping Resolve non-priority tickets assigned to the network engineering service desk queue Perform other duties as assigned. Systems Operations Duties and Responsibilities 1. Monitors and maintains production Win2k3 servers including but not limited to: Creation and ongoing maintenance of all WUG system/server monitoring maps consistent with the Service Definition document for each system service; Creation and maintenance of monitoring systems for server event log monitoring of all critical and severe errors and manage resolution of any errors identified; Review all job logs and report logs to ensure all production executions are successfully processed and manage resolution of errors; Manage error resolution, escalation & notification processes to conform to established service/issue management processes; Proactively monitor service level performance of hardware, software, and network infrastructure elements; Monitor Weekly backup jobs of identified file servers to ensure successful operation.  Manually execute failed backup jobs as necessary. 2. Monitors and maintains production application services including but not limited to: Creation and ongoing maintenance of all WUG application monitoring maps consistent with the Service Definition document for each application service; Use the Mercury Interactive SiteScope system and application monitoring platform to create and maintain service “dashboard”; Definition, documentation, execution and ongoing maintenance of all monitors to ensure proper functioning of services; Manage error resolution, escalation & notification processes to conform to established service/issue management processes; 3. Monitors and maintains production desktop systems including but not limited to: Develop and maintain current the base security standards and requirements for all PCs; Use the Symantec SSC to ensure all PC systems are Managed by the appropriate server, and compliant with current levels of threat detection and virus definitions; Use HFNETCHECK PRO to design, implement and manage regular comprehensive scans of all PCs connected to our network for PCs that are not compliant with our current security standards; Use HFNETCHECK PRO to push patches to all PCs connected to network consistent with the established patch management process; Creation and ongoing maintenance of all WUG PC monitoring maps consistent with the requirements and processes established by the Edge Security initiative; 4. Follow run documentation prepared by software engineering; DBA or network engineering staff for all manual production operation runs, interfaces or database processes; 5. Prepare daily production report; 6. Other projects/duties as assigned; RELEVANT QUALIFICATIONS Job Requirements  Technical software/hardware troubleshooting skills.  Strong attention to detail.  Strong people skills.  Good documentation skills.  Ability to follow workflow processes.  Fundamental understanding of computer networking technologies (protocols, physical connectivity, etc).  Working knowledge of Internet and intranet concepts.  Working knowledge of MS SQLServer. Required Education Bachelor degree in MIS or Computer Science or related field or equivalent experience preferred.  MCSE and Security+ certification a strong plus.Experience is required including Cisco tools as such “whats up gold””Symantec Enterprise Edition”” Cisco Security Agent”     Company: Generation Technologies, Inc. Location: 15146 Status: Full Time, Part Time, Employee Shift: Rotating Job Category: IT/Software Development Occupations: Computer/Network Security;IT Project Management;Software/System Architecture Career Level: Experienced (Non-Manager) Industry: Computer Hardware;Computer Software;Computer/IT Services Company: Generation Technologies, Inc.