This is a 24/7/365 mission critical operations and works the hours of 10p – 8:30a ET Monday-Thursday.
The Distributed/Server Service Support Analyst is the primary point of contact for technology teams and vendors. The position works in the Information Technology Operations Command Center and participates in the technical administration of server systems, monitoring, acknowledging of enterprise-wide alerts and performing Incident & Change management. This role provides Incident triages, troubleshooting server issues with the use of available knowledge resources and collaboration with Engineers. The role ensures production systems environment operate reliably and efficiently.
What you are good at:
Operational Responsibility:
Interface on behalf of the IT Operations department with technology support partners.
Advocate for business client facing teams on issues requiring support team awareness.
Monitor MoogSoft Alerts/Situations per alert handling procedures ensuring Service Level event acknowledgement is met.
Evaluate issues and escalate to senior technicians, engineers, and/or the vendor as appropriate.
Assists with supporting and recovering Distributed infrastructure, documents and communicates actions in collaboration with teammates.
Provide support for routine production problems that have been escalated to the command center and/or technicians.
Perform changes within established guidelines and under supervision.
Tracks the status of the issue and provides updates to stakeholders as required. Updates internal ticketing systems as required.
Build productive internal/external working relationships with peer level positions to ensure tasks are completed.
Maintains and increases technical knowledge by attending training sessions and establishing personal network.
Complete work assignments based on department priorities and system criticality.
Identify continuous service delivery opportunities to improve IT service readiness.
Identify and contribute improvement opportunities that align with services enabling business success.
Performs other duties as assigned or apparent.
Collaborate with technology partners professionally while ensuring services offered.
Lead and assume a subject matter expert role for server operators.
Ensure operational and escalation instructions from Sr. Managers are executed.
Provide minute-to-minute operational oversight for server operators and day to day activities.
Make tactical decisions based on strategic goals and objectives.
Coordinate training and onboarding of new staff, continuous training for junior and peer team members.
What you have
Bachelor’s degree in Computer Science, Information Systems, or related information technology discipline or equivalent experience.
Active certifications in CompTIA, Server+ and/or Security+ is a plus
5-7 years of experience in a large 24x7 high availability data center environment (1000+ servers)
Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training
Experience working with load balancers, to add/remove servers and/or service ports from load balancers.
A solid understanding of a UNIX and Windows Server-based operating systems with strong background with paging and swapping, inter-process communication, devices and what device drivers do and file system concepts.
Familiarity with fundamental networking/distributed computing environment concepts; ability to configure NFS and NIS, use of basic network commands for troubleshooting/DNS validation and basic routing concepts.
Fundamentals on writing scripts in some administrative languages (Tk, Perl, PowerShell).
Familiarity with Remedy/SmartIT service management tools.
Strong problem solving and decision-making skills focusing on efficient service restoration.
Ability to pay close attention to details while performing technically detailed tasks.
IT management experience with process development and improvement.
Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
A change agent and forward thinking, ability to influence team with continuous operational and technology changes.
A desire to continue learning through training courses and on-the-job learning through mentorship.
Strong problem solving and decision-making skills focusing on efficient service restoration.
Ability to pay close attention to details while performing technically detailed tasks.
A take charge attitude in leading process development and service improvement.
Experience in implementing key IT standardized process and methodologies (ITIL, Event Management, Incident, Problem and Knowledge Management)
A change agent and forward thinking, ability to influence team with continuous operational process and technology changes.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Information Technology
Industries
IT System Data Services
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