IT Operations Technician II

IT Operations Technician II

Requirements

• Minimum of 2-3 years of technical school training or equivalent work experience in a related field is required.
• Minimum of 6 years experience in a 24x7x365 mainframe production or network operations systems environment. Mainframe print experience is a plus.
• Minimum of 3-4 years of professional, technical, or customer support experience in a corporate environment supporting at least 1000 users.
• Ability to work various hours, shifts, holidays and overtime as required.
• Must be available to work night shift from 7:00PM-7:30AM. The work schedule is a 3-day rotation, alternating M-W and Th-Su about every 4 weeks.

Responsibilities

• Ensures mainframe and distributed system availability and production scheduling.
• Monitors mainframe and AS400 operations using TSO, OMEGAMON, TMON, and mainframe consoles.
• Monitors servers and applications utilizing WebNM, SCOM and available resources.
• Monitors network infrastructure using SolarWinds and available resources.
• Monitors facility environmental systems using EnviroNet and available resources.
• Monitors business-critical APIs utilizing the available monitoring resources.
• Monitors internal and external websites utilizing available monitoring resources.
• Executes manual cycles and jobs using IBM z/OS mainframe and AS400 to ensure timely service level agreements (SLA) in support of corporate business operations.
• Executes daily checklist tasks to ensure operational efficiency and effectiveness to meet business SLAs.
• Provides Control-M support to application development and other IT operations teams, as required (i.e., manipulating errored jobs, holding and releasing jobs for delayed cycles, etc.)
• Accomplish daily turnover and status reports, as required.
• Identify, report, coordinate, and document system abnormalities.
• Responsible for augmenting Technical Support Center telephone support, as needed.
• Utilizes on-call calendars and established procedures to escalate events appropriately.
• Formats and transmits vetted communication for Informational, Maintenance, and Emergency Events.
• Promptly and professionally receives and responds to customer requests and ensures timely follow-up.
• Escalation and communication of issues, events, and outages within the guidelines of DCO procedures.
• Reviews ITOM platform discovery and mapping scans to correct and validate any identified discrepancies.
• Reviews ITOM event management alerts for completeness and correctness to minimize event noise.
• Collaborates with IT owners and the ITOM platform owner, as needed, to resolve any issues.
• Uses incident management software to log, document and close customer requests, as required.
• Uses problem management software to create, document, and complete problems, as required.
• Uses change management software to create, document, and complete changes, as required.
• Responds to operator alerts, messages, notifications and other error indicators from monitoring systems. Completes triage in-line with Incident Resolution Documents, procedures, and operating instructions.
• Accurately documents, escalates, and makes notification to on-call teams to expedite event remediation. Provide technical point of escalation for production systems, application and technical issues, equipment failures and environmental conditions to the appropriate team to ensure timely resolution.
• Works to resolve routine Data Center Operations equipment problems or issues.
• Reviews scheduled DCO changes for potential impact to customers.
• Attends weekly change management meeting to participate in review of upcoming changes.
• Participates in Disaster Recovery activities as required.
• Acts as a liaison between Technical Services, Production Control, and other Information Technology teams to resolve issues.
• Performs backup operations, as required.
• Works with DCO management to ensure that processes and services are continuously monitored for quality, cost-effectiveness and efficiency.
• Proactively seeks to identify opportunities for process workflow improvements and operational efficiencies and provides recommendations for implementing changes.
• Actively assist in the creation of new techniques, technologies and ideas that will enable more proactive resolutions to issues and potential issues.
• Assist in developing, documenting, testing and the implementing of processes and procedures.
• Engages in process and quality improvement activities.
• Provides process improvement recommendations to team leads and managers.
• Complete all assigned training prior to required completion dates.
• Attend all Information Systems, Corporate and OJT training as assigned by management.
• Strives to achieve a high degree of position qualification by continually increasing knowledge and skills in-line with improvements and changes to the enterprise IT environment, tools, and processes.
• Ensures the DCO work area and other supporting rooms are clean, orderly and presentable.
• Reports any abnormalities or violations to DCO supervisor or manager.
• Performs other duties or special projects as assigned.

Preferred Qualifications

• Bachelor’s degree in a technical field preferred but not required.