Network Operations Support Specialist (Windows & UNIX)

Job Responsibilities
Under the general guidance of the Department Lead, the technician is responsible for continuous availability of the application and Network infrastructure.  Identifies and resolve exceptions within Information Technical Group and is considered second level support to Operations and Help Desk.



The department utilizes a host of complex hardware and software products to facilitate problem identification and rapid recovery of local and distributed systems and network entities that impact UBOC customers.

Major Responsibilities


A. Performance Event and Systems Management (40%)

 

Responsible for ensuring system integrity and networking level services in an ever-changing environment while maintaining a high degree of motivation and maximizing all training opportunities to maintain technical competence on all hardware/software products.  Duties include:

  Provide initial diagnosis of hardware, software and problems.  Consult with Lead and Technical Support staff for technical issues beyond scope of job.Responsible for proactive monitoring, identification, analysis, and resolution of exception conditions.Assist in the implementation of changes and review of configuration documentation.Crisis coordination to ensure all necessary support have been engaged and informed while ensuring team is actively working to resolve problem.Responsible for recommending improvement procedures and/or enhanced diagnostic tools.Ensure long-term solutions will mitigate future occurrences of a problem

 

B. Application or Schedule management and validation (5%)

  Proactive review of system logs and run schedules to validate successful daily processing.Perform as second level support to Operations and Help Desk for application, system or network  escalation.

 

C. Incident management (40%)
Resolves in a timely manner, resolution of system or network errors while meeting established Service level agreements.Ensure quick resolution through prompt escalation of problems within UBOC and within the vendor structureResponsible for troubleshooting and analyzing high severity problems and taking corrective action as needed, following established guidelines.Correct / resolve basic issues independently, provide documentation and assist in the development of daily reports.



D. Documentation and Reporting (10%)

Correct / fix basic issues independently, provide documentation and assist in the development of daily reports.Prepare, update and maintain procedural/operational documentation.



E. Change Process (5%)

Maintain an awareness of constant changes occurring in the network, systems and applications areas.



Requirements

3+ years operational experience in two or more of the following technologies: TSM, ACSLS, Windows NT/2000/2003 server, Citrix, MS, BMC, Active directory, IIS, AIX, Unix, Solaris, Tandem, AS/400, Linux, Apache, Lotus Notes, Cisco Router & switch network, Frame Relay, DS3, ISDN, Token ring, LAN/WAN Remote Access, client server technology.

 

General hands on work experience with enterprise management products such as Veritas, Tivoli Storage Manager, CiscoWorks, Netview, HPOV, Peregrine or similar products.  Capable of coding Perl and/or Unix shells in support of position requirements. Operational knowledge across platforms such as Unix (AIX, Solaris, Linux), and/or Windows.  Clear understanding of LAN/WAN network technologies and routing protocols (TCP/IP, IPX/SPX, SNA,EIGRP, subnet, routers and switches, cabling).

 

College degree is preferred. CISCO certification and Automated Teller Machine experience would be a plus.  Must have proven ability to multitask, troubleshoot complex problems, excellent communication skills both oral and written.  Should possess entry plus next level certifications in one or more of the core technologies listed above. Four years operations experience in a large multi-platform environment.

 

This is not an entry-level position.  The typical candidate should posses the skills and experience necessary to assume responsibility for a distributed and local network, Unix and Windows environments within four weeks.

 

Once the department has stabilized, 40% of duties are estimated for performing event & system management, 5% in change process, 10% in documentation & reporting, 5% in application or schedule management and validation and 40% in incident management.

This staff will be empowered with decision support as described.  Situation analysis is a critical area of support that is expected within this level with skills and experience to decisively respond to abnormal situations.

 

This position involves shift work within a 24 x 365 operation supporting multiple critical systems and environments including LAN/WAN, Tandem, AS/400, Solaris, Windows, AIX, and Linux. 

This position is a senior level Operations Technician, reporting to the Manager of Monitoring and Incident Control within Production Support Services of the Information Technology Group.