Operations Engineer - Tier 1
ITA Software is seeking qualified engineers to work in its Operations
Center. The successful candidate should be reliable and punctual and
have worked two years in a 24x7 NOC or have equivalent IT experience.
This position will be responsible for responding to a customer hotline and all paging systems while on duty. This employee will work Saturday through Thursday, 20:00 - 07:00.
Responsibilities: • Troubleshoot and escalate issues while monitoring a corporate IT infrastructure in support of remote application hosting and data distribution, and support clients in their use of the product and the hosting environments
• Monitor 24x7 environments for system alerts and respond according to procedure; also perform proactive monitoring to minimize system alerts and anticipate problems
• Report systems and environmental issues to second-level support or management as directed by escalation procedures
• Assist with escalations as requested by engineers or management
• Answer 24x7 customer hotline, gather the information needed to respond and react according to the guidelines relevant to the reported event; document and escalate hotline calls as required by procedure; maintain contact with the customer through problem resolution and report status periodically as directed by management
• Assist with crisis response as directed by crisis management procedures, including coordination of bridge calls, submission of the appropriate notifications to ITA management and customers, coordination of vendor assistance, documentation of events and response, and participation in risk assessment and problem resolution
• Coordinate with vendors and customers as they perform maintenance on their systems and networks; maintain increased awareness of relevant monitoring during vendor or customer maintenance and document status and outcome as directed by procedure
• Assist ITA engineers during maintenance windows and facilitate documentation and completion of the maintenance; communicate scheduling and purpose of maintenance windows with customers and vendors as documented in procedures; manage bridge calls with customers as needed during maintenance windows when directed by ITA engineers
• Log all activities in ticket system as directed by procedure
• Proactively search open tickets for issues needing resolution and actively work on open tickets when possible
• Document procedures as required and improve documentation whenever possible; assist operations engineers in improving system tools and procedures
• Other duties as assigned
Qualifications: • Experience using a LINUX or Unix operating system. Certification a plus.
• Experience with trouble ticketing software, and network monitoring solutions. Experience with RT/Big Brother a plus.
• Two years related work experience in a 24x7 NOC or equivalent IT experience
Special Knowledge/Skills Required: • Excellent oral and written communications skills with the ability to interact calmly with customers, vendors, and ITA engineers during crises
• Ability to cope with handling critical situations in a prescribed, proceduralized manner
• Detail-oriented and organized with the flexibility to manage multiple priorities effectively.
• A team player- with the emphasis on open communication in the effort to maximize efficiency in process towards problem resolution
• Strong troubleshooting and analytical skills
• Willingness to learn and adapt in a fast-paced and constantly evolving environment
How to Apply
If you are interested in this position, please send your resume to us via this link.
An ITA Software recruiter will review your qualifications and contact you if there is a fit with our needs.
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