Job Profile Summary

Provides technical triage, support and resolution to moderate to complex technical issues to ensure the availability and efficiency of data center operations. Interacts with network engineers, infrastructure engineers, software system engineers, application development, security, vendor and facilities technicians to restore services.

Major Responsibilities:Performs technical analysis, triage and resolution for moderate to complex issues within Data Center Operations, including but not limited to the hardware, operating systems and services provided on Servers, Storage, Network, Telecom, VOIP, Databases and assisting Facilities with MEP (Mechanical, Electrical and Plumbing) monitoring and escalations.Demonstrates a high level of urgency and utilizes monitoring tools to assess, diagnose, communicate and resolve moderate to complex issues. Analyzes the results of infrastructure monitoring experiences and recommends changes or additions to the monitoring toolset.Conducts approved requests, using Standard Operating Procedures (SOP’s) to start/stop services, devices, jobs, etc., engage vendors for site down situations, run ad-hoc jobs, reports, batch processing and any other SOP that is requested of the team.Serves as point of contact for vendors to coordinate activities within or affect the Data Center and ensures all activity is properly logged, resolved and socialized, including creating change orders for the change management process.Assists with installations, moving or decommissioning hardware, ensuring proper power, fiber and other cabling is properly installed and functional, while ensuring hardware availability.Enhances, maintains and tests system recovery plans in conjunction with the technology teams. Ensures plans are effective for restoration within the established timeframes.Works closely with the facilities and security teams to ensure physical security procedures are in place and compliant with security policies.Conducts data management activities to ensure backups are established, monitored and successfully used in recovery scenarios. Administers backup systems, prepares tapes for offsite storage, storage inventory, etc. May schedule jobs or functions within the enterprise job scheduler.Oversees the Data Center Asset Management process and ensures/conducts the procedures properly with receiving Data Center related hardware from the loading dock, unpacking, logging information into the Asset Management system and delivering equipment to the proper location. Assists with the proper disposal, recording of the disposal and proper notifications.
Licensure, Registration, and/or Certification Required:ITIL Foundation certification issued by the Information Technology Infrastructure Library (ITIL), andCertified Data Center Associate (DCCA) issued by Energy University, Schneider Electric.
Education Required:Bachelor's Degree (or equivalent knowledge) in.
Experience Required:Typically requires 3 years of experience in a data center or NOC experience.
Knowledge, Skills & Abilities Required:Knowledge of data centers, servers, storage devices, network, cabling and knowledge of Data Center Infrastructure Management (DCIM).Ability to install hardware and be proficient with network, servers, storage and facilities equipment.Experience with Operating Systems: Mainframe, VMS, UNIX / Linux / AIX, Windows.Operational understanding of database terms and functionality.Operational experience with Networking terms and functions including LAN and WAN.Familiarity with large batch scheduling systems.Experience with large scale disaster recovery planning and implementation.Demonstrated ability to work with a limited amount of supervision and work with internal and external customers.Demonstrated ability for analytical and logical thinking. Ability to organize, troubleshoot efficiently and effectively.Detail oriented, creative and self-motivated.Ability to work on multiple in-process tasks simultaneously, set appropriate priorities and accomplish assignments in a thorough and timely fashion.
Physical Requirements and Working Conditions:Exposed to a normal office and Data Center environment.Travel to all AAH Data Centers is required.Must be able to lift 50lbs.Must be able to be flexible in sitting or standing / moving throughout the day.This position is on-call 24 x 7 x 365.Operates all equipment necessary to perform the job.