IT Service Operations Specialist

POSITION SUMMARY

The IT Service Operations Specialist 1 is responsible for providing 7x24x365 monitoring and operational support 12 hour shifts.

They operate and monitor systems and infrastructure components and implement approved changes per established documentation and in collaboration with Analysts and Engineers.

This role responds to alerts per established processes.

• Monitors enterprise systems, applications and infrastructure components on multiple platforms.
  
  Enters commands to clear computer system/start operation or to correct error/stop/resume operations.
• Executes defined processes, procedures, batch jobs and backups in a multi-platform environment in accordance with established policies.
• Implements approved changes to systems and infrastructure components in strict adherence to established documentation and in collaboration with Analyst and Engineers - promoting best practices and continuous improvement.
• Reads instructions and schedule, such as schedule of documents to be printed, or receive instructions from supervisor orally, to determine work for shift. Record problems which occurred, such as down time, and actions taken.
• Supports and participate in collecting, analyzing, and reporting metrics on regular basis, identifying opportunities for improvement.
• Develops and maintains computer operations documentation and procedures.
• Notifies supervisor and/or technician of errors or equipment stoppage. Works with support teams and vendors to handle any abnormal conditions in the datacenter.
• Communicates outages to user base per established notification process.
• Maintains and controls tape inventory and manages the shipment and transporting of tapes as required. Performs tape rotation activities across all platforms as required.
• Prints and distributes daily, weekly and monthly reports.
• ALL OTHER DUTIES AS ASSIGNED.

• Minimum Degree
  
  Required:
  
  High School diploma
• Preferred Degree:
  Associate’s degree
• Certificate(s) or License(s):
  Data Center Certification (preferred)
• Experience:
  
  One (1) to two (2) years of experience required,
• ITIL V3 Foundations (preferred)
• (Major) Incident Management experience (preferred)

• Experience with MS Office suite in the production of reports, charts, graphs
• Attention to Detail :
  Requires high attention to detail and ability to follow established guidelines and procedures to ensure accuracy.
  
  Gets work right despite pressing deadlines; concentrates on routine work details.
  
  Organizes and maintains a system of records.
  
  Is alert and aware of surroundings and carefully monitors technical equipment or processes
• Commitment to Task :
  Demonstrates dependability and shows a sense of urgency about getting results; willing to commit the hours it takes to get the job completed; takes responsibility for actions and achieves results; overcomes obstacles
• Critical Thinking :
  Defines and resolves a situation or problem by analyzing issues involved, weighing options, and evaluating alternatives; maintains objective attitude; approaches situations and problems systematically; uses observation, experience, reflection, and/or reasoning to drive business forward
• Customer Focused :
  Commits to meeting the needs and expectations of the organization’s internal and external customers; builds and maintains a customer base; delivers a high level of customer service; searches continually for ways to increase customer satisfaction (i.e., customer feedback)
• Decisiveness :
  Uses sound reasoning, available information, and past experience to solve problems in a timely manner; stands by decisions; ensures appropriate action is taken; makes decisions effectively
• Teamwork :
  Works cooperatively with others to accomplish business goals and objectives; asks others for their ideas and opinions; supports team’s decisions; contributes to the team’s efforts.
• Verbal Communication Skills :
  Presents ideas, concepts, and information effectively and clearly through the spoken word; actively listens; communicates comfortably with various audiences; responds effectively to questions
• Must be able to be flexible to assist coverage with other shifts as needed. These flexible shifts…