JOB SUMMARY:

Directs the activities and personnel in IT Operations during a designated shift under the general direction of the Supervisor IT Operations. Recognizing and documenting production problems and taking actions to correct them. Ensures that established processes are followed based on events generated by the job scheduler and monitoring tools. This includes following production support documentation for reported issues.

FUNDAMENTAL JOB TASKS:

First point of contact for issues related to program applications, software, hardware, and data center facility issues

Troubleshoot incoming calls and resolve common computing problems

Create service tickets and facilitate communications during a Major Incident

Create and maintain technical documentation

Assist the Supervisor IT Operations in recommending, drafting, and implementing operations standards and procedures

Responsible for shift turnover including jobs in progress, major incidents, and personnel matters

Responsible for enforcing security practices and procedures

Plan and coordinate Computer Operations activities to ensure the timely and successful execution of daily production schedules

Responsible for proper and timely recovery of production jobs

Ensures that all routine preventive maintenance procedures on datacenter equipment are performed as scheduled according to standards and expert recommendation

Communicate with all levels of management for problem determination and resolution

Provide weekend and holiday support as needed

Perform other duties as required

EDUCATION/EXPERIENCE:

High school diploma required

Two (2) years college preferred

Two (2) or more years of Help Desk experience preferred

Two (2) or more years of data center experience preferred

Additional Preferred skills:

Some knowledge of Mainframe JCL, and Program Abend

Working knowledge of systems using Unix, Windows, and AS400

Working knowledge of Enterprise IT workload job scheduling systems such as Control-M

Confidentiality, integrity, accuracy, and problem solving required

Strong organizational, technical, analytical, and problem-solving skills

Working knowledge of Event Monitoring systems

LICENSES/CERTIFCATIONS:

CompTIA A+ / Net+ / Sec+ preferred