Ops Center Engineer Click Here To Apply Job Title: Ops Center Engineer Reports To: Infrastructure Practice Lead Employment Type: Full Time Location: Atlanta, Ga Job Summary
The Ops Center Engineer is a client service focused position that works under minimal direct supervision, monitoring and providing first level support on critical hardware and software platforms in our clients’ environments. He/She will work with other support staff to maintain an accurate and up to date operating environment for infrastructure platforms consisting of Windows, VMware, EMC, Cisco and various other technologies. This is a second shift position beginning at Midnight. Position Functions Principal Accountabilities
• Monitor all production batch and real-time environments for related outages/issues/errors. • Ensure all monitoring tools are functioning properly. • Perform daily statistics to ensure applications are up and transactions/requests are incrementing. • Report circuit outages out to the vendors. • Verify that batch and real-time transactions are being processed. • Perform trace route and ping tests to IP addresses as needed. • Perform failover tests. • Recycle applications, systems and verify customers. • Troubleshoot issues, start, stop and verify that services are running. • Recycle applications and servers to resolve production outages. • Create detailed trouble tickets on all production related issues. • Update on-call documentation accurately and in a timely manner. • Monitor/maintain proper documentation of all activities. Check trouble tickets on production related issues for accuracy. • Participate in problem resolution and project oriented tasks as it relates to the department. • Follow proper escalation procedures. • Notify services managers of any outages and escalate appropriate items to tier 2/3 support in a timely manner. • Ensure all issues/outages are reported, tracked and documented through resolution. • Communicate all changes in production environment to Command Center staff. • Participate in change control activities. Ensures that all scheduled change tickets do not have a negative impact on production processing. • Maintains status of all change control activities in real-time environment. • Perform routine duties independently; discuss or seek approval on complex matters with the Team Lead. • Assist the Managed Services Team to voice resource requirements to ensure client service, time schedule, and budget objectives are maintained. • Plan the full range of technical actions needed to achieve desired end-results on complex problems under the direction of the Team Lead. • Assume additional responsibilities as assigned by the Team Lead. • Fulfill departmental requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education. • Responsible for rotating “on call” responsibilities.
Position Requirements
• A degree and/or technical certification Computer Science or related field or equivalent work experience. • Minimum 2 to 5 years experience in a hardware support and maintenance environment. • The qualified candidate will have working knowledge of computing systems, general networking and host connectivity. • A basic knowledge of a Call Center environment and the ability to work a flexible schedule. • Excellent oral and written communication skills are required. • Preferred experience in network topology, protocols, Cisco routers as well as Windows and Unix knowledge would be helpful. • General Data Center facilities knowledge regarding power, HVAC and connectivity is required. • The candidate must be detail oriented and able to handle confidential and sensitive information, able to work independently and must be reliable. • Good interpersonal skills to work effectively with end users, other staff members and outside suppliers. • Ability to work in fast-paced production environment with occasional travel. • Generally, work requires standing, bending, lifting, and moving about the office for up to twenty five percent of work time. • Less than 15% travel required. • Technical requirements will be defined on a per role basis.