DNOC Console Operations Engineer

Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu and services are provided by its subsidiaries, including Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP and Deloitte Tax LLP. Deloitte & Touche USA LLP?s subsidiaries are among the nation?s leading professional services firms, providing audit, tax, consulting, and financial advisory services through nearly 30,000 people in more than 80 cities. Known as employers of choice for innovative human resources programs, they are dedicated to helping their clients and people excel.

Summary Description:
The Console Operations Engineer within the Deloitte National Operations Center (DNOC) will provide centralized monitoring and ticket assignment of network, application, server and infrastructure system troubles.? This includes identifying, analyzing and tracking failures and performance degradations.? The Engineer will work in conjunction with other DNOC Engineers to assist with isolating
and determining the source and root cause of system and network problems.? The position will contact the authorized DNOC team responsible for supporting impacted system services for assignment of identified incidents and problems.
?
Scope:
Proactively monitor TEC console, VitalNet, NetView, NetIQ, HP SIM and multiple Service Desk queues to trend for outages.?
?
Schedule:
Coverage within the DNOC will be 7 days a week at 12 hours per day.? This role will include a minimum of 2 Engineers during each shift Monday through Friday and either rotation or permanent assignments to cover 1 shift each on Saturday and Sunday.
?
Duties and Responsibilities:
?
- Position will own responsibility for monitoring all network, application and server incidents/problems whether they are reported via automated monitoring, the US TCC Call center or the Personal Service Network.
- Proactively monitor TEC console, VitalNet, NetView, NetIQ, HP SIM and multiple Service Desk queues to trend
for outages.?
- General overall knowledge of networks, routers, servers, internet and applications.
- Performs predefined triage steps for automated events generated by the various tools.
- Coordinate Technical Assistance Calls (TAC) with other ITS engineering/development teams as required to restore services quickly.
- Central point of contact for all outages whether by internal resource or external vendor.
- Responsible for communicating all service degradation/outages to predetermined ITS personnel.
- Responsible for posting all service degradation/outages to the Informiam ClearPath tool for awareness and monthly availability reporting.
- Work closely with Incident Management Team (IMT) and Personal Service Network (PSN) for awareness of call volume and incident areas.
- Team with peer Network, Server and Application Operation groups within DNOC to deliver IT services to the firm as defined by management.?
- Team participation in meeting
team performance metrics and Service Level Agreements.
- Develop internal staff documents and documentation for monitoring and training in this cross-functional environment.?
- Create standards and best practices following ITIL guidelines.
- Participate in 24/7 'follow the sun' model with Hyderabad, India DNOC.? ?
- Demonstrates a working ability to foster a cooperative environment with the entire DNOC team.? This resource is viewed as a 'team player,' who understands the culture and how to be effective in it.
- Ability to work and communicate well with others.? Ability to work in a team environment.? Good customer service skills.? Good analytical and troubleshooting skills.? Good organizational and planning skills.? Strong time management skills.? Ability to work autonomously in fast paced day-to-day operational environment.
- Strong oral and written communication skills

Primary Qualifications:
- Bachelor's degree in Computer Science, Business
Information or similar or associated undergraduate program.
- Strong problem solving skills with proven ability to influence and negotiate outside of a reporting relationship
- Ability to effectively manage, negotiate with and yield cooperation to all resources of a support environment.
- Strong oral and written communication skills, including technical writing
- Creativity and proven ability to navigate successfully through complex issues and un-chartered situations. Out of the box thinking with mature analytical skills are a must.
- The ability to view incidents and problems from the customer perspective, representing the customer when other teams are not driving toward a solution or when questions of incident ownership are not resolved.
- A proactive service attitude that can look beyond a strict process/priority matrix.
- Strong organizational skills and ability to multitask under pressure


Deloitte & Touche USA LLP and its subsidiaries ("the
Deloitte US Firms") are equal opportunity employers.

About Deloitte
Deloitte refers to one or more of Deloitte Touche Tohmatsu, a Swiss Verein, its member firms and their respective subsidiaries and affiliates. As a Swiss Verein (association), neither Deloitte Touche Tohmatsu nor any of its member firms has any liability for each other?s acts or omissions. Each of the member firms is a separate and independent legal entity operating under the names ?Deloitte,? ?Deloitte & Touche,? ?Deloitte Touche Tohmatsu,? or other related names. Services are provided by the member firms or their subsidiaries or affiliates and not by the Deloitte Touche Tohmatsu Verein.
Deloitte & Touche USA LLP is the U.S. member firm of Deloitte Touche Tohmatsu. In the U.S., services are provided by the subsidiaries of Deloitte & Touche USA LLP (Deloitte & Touche LLP, Deloitte Consulting LLP, Deloitte Financial Advisory Services LLP, Deloitte Tax LLP and their subsidiaries), and not by Deloitte & Touche USA LLP.




Contact?Information