Data Center Operations Specialist

Job Description

Job Description

Summary

The Data Center Operations (DCO) role is to provide support for over 3,000 end-users at the Brooklyn Hospital center including remote site. The Data Center Operations is primarily responsible for backend related functions (e.g. network and servers) serving as the point of contact for the Service Desk Analyst (SDA) team, Telecommunication Voice (TELV) team, and other various IT related teams in backend related issues and escalation.

While primarily working on backend system, the DCO roles support the SDA and TELV teams during IT projects that other ongoing problems.

Reports & Manager:
Sr. Manager, Datacenter and Network Operations

• Incident ownership from start to the resolution of issues assigned to the Data Center Operations queue following the hospitals Service Level Agreements (SLA) and ITIL procedures established, including, but not limited to working on the issues end to end, documenting the issue fully from the initial troubleshooting steps to the final resolution, creating and/or modifying knowledge base articles that will speed up resolution for future incidents, working with 3rd parties/vendor support to solve issues, and follow all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Server administration tasks to include, but not limited to, troubleshooting server issues, permission issues, application issues, database issues, building, testing, modifying, decommissioning, scoping, and working with 3rd party vendors with servers located on The Brooklyn Hospital Data Center. As the escalation point the DCO will own the case until a resolution is found including document the issue for future issues, and following all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Network administration tasks include, but not limited to, load balancers, switch operations, router operations, servers operations (e.g. Cisco UCS Operations and other types of servers) using only authorized tools and applications/services to solve network related issues, and following all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Participate in The Brooklyn Hospital Center Information department related projects in addition to other duties that they may be assigned in accordance with The Brooklyn Hospital Information department guidelines alone and/or as part of a team, and following all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Supporting the Service Desk Analyst Team, Telecommunications Voice Team, and other IT-based teams for backend related issues from their own Incident queue that gets escalated from normal standard operating procedures.

• Ability to work independently and/or as a team.
• Demonstrates the ability to troubleshoot using ITIL methodology and also out-of-the-box thinking.
• Advanced knowledge of the operating systems of Windows 10, Windows 11, Apple iPhone, Apple iPad, and/or Mac OSX.
• Advanced Knowledge of Windows Server 2012/2016/2019 with a focus on Windows Active Directory, Ubuntu Linux OS (nice to have).
• Working knowledge of Cisco Networking Equipment, including, but not limited to Cisco Catalyst and Nexus switches, Cisco software solutions of Cisco Prime, Cisco Stealth watch, Cisco ISE, and/or Cisco AMP or equivalent software.
• Ability to understand VMware related products and/or Citrix related produces and/or Microsoft related productions that are both end user based and server-based solutions or hardware.
• Ability to learn new systems independently and/or part of training sessions and/or part of knowledge base articles provided by the Brooklyn Hospital Information Technology Department.
• Service Now platform or equivalent ITIL ticketing system use.
• Remote Support Tools including by not limited to Bomgar, Web Ex, and other equivalent tools that are authorized by the Brooklyn Hospital Information Technology department.
• Understanding of Cisco IP VoIP systems or equivalent IP VoIP based systems
• Basic creation knowledge of Power Shell and batch file scripting
• Excellent writing and oral skills in English.
• Ability to demonstrate, Adheres to, and promotes The Brooklyn Hospital Center’s Service Excellence Standards
• Exerting up to 100lbs of force semi-occasionally, and/or in excess of 50lbs frequently, and/or in excess of 20lbs of force constantly to move objects with reasonable accommodations.
• Valid driver’s license in order to travel to potential remote locations as part of the Brooklyn Hospital network or the ability to travel using public transit system
• To be ability to work a standard shift, weekend, night time work, and/or irregular hour shifts for projects and other functions that might not happen during normal business hours.
• Expected to respond to network and server related incidents at night time on a rotating schedule with other members as the…