Specialist, Command Center

Specialist, Command Center

This position participates as a key member of the Global Command Center (GCC), who is responsible for providing 24x7 operational support, monitoring, providing application/tool support, troubleshooting of these application/tools and real time performance analysis and recommendations. The Analyst must possess work experience in a production, operations, customer facing, mission critical, revenue driven, 24x7 environments. They will be accountable for operationalizing standards, policies, procedures and documentation for the Global Command Center. This position works under minimal supervision and relies on experience and judgment to plan and accomplish work duties. This position will also foster an environment of teamwork, leadership, motivation, and excellence. Other Duties as Assigned by the Command Center Manager

Key Responsibilities

• Command Center Escalation point for all incidents that require advance troubleshooting, Investigation and analysis.
• Recognize and initiate escalation to Enterprise and Productions for all system and application incidents or outages including network, routing systems, computer systems (Client/Server/Storage), customized department systems and all applicable supported applications within guidelines.
• Drive complicated system related issues to resolution across multiple services and groups with little or no supervision. Summarizes key elements of a technical problem and assigns cases to internal and external partners as necessary.
• Work and coordinate with highly technical staff supporting Windows, LINUX, UNIX, SQL production servers and network devices.
• Ensure a consistent method of incident management is followed, including classification, escalation paths, communication protocols and root cause analysis.
• Maintain constant contact with any impacted contact centers throughout the duration of any Major incident and outages to provide any needed assistance and report any situational changes to the business
• Develop standardization and consistency through process, procedures, change control and workflow management to ensure service excellence.
• Provide proactive remote systems monitoring and troubleshooting support to our client base, to ensure maximum service availability and performance of their technology infrastructure.
• Perform a variety of tasks including systems health monitoring, server scans, diagnostic tasks, event log correlation and performance monitoring.
• Ensure tracking and knowledge base systems are kept up to date.
• Quickly and effectively learns new systems to rapidly identify potential solutions to assist the reduction of MTTR and/or prevent future service interruptions.
• Provide drafting and review of technical documentation/process/policy documentation and Trouble Shooting Guides for Service Desk personnel.
• Perform Real time monitoring for critical business operations such as Productions Ops, Terminal services, Exchange, AD, Application monitoring, Scheduled Jobs

Education, Skills and Experience

• Bachelor’s degree with focus in Information Technology
• Following Certifications are desirable or good to have:
  • ITIL V3 Foundations
  • A+
  • MCSE
• The qualified candidate possesses 3+ years’ experience in a 24x7 operations role. Command Center, NOC, Production Operations role preferred
• 3+ years of required experience in handling, organizing, tracking, and reporting on user support incidents and requests in addition to being able to manage high – stress support situations.
• Possession of organization skills, good verbal and written communication skills, and a commitment to customer service are vital to this role
• Ability to document processes and procedures for a variety of audiences
• 2+ years of experience in working within an ITSM environment
• Detailed knowledge of desktop and laptop hardware components
• Detailed knowledge of standard desktop software including Microsoft Office & Lync products
• Working knowledge of Remote Working / Mobile Computing
• Working knowledge of Networking (WAN & LAN) topology and protocols
• Working knowledge of Windows Active Directory
• Knowledge of server hardware maintenance
• Scripting knowledge and experience would be an advantage
• Preferable Areas of Expertise include: Active Directory, Exchange, Terminal Server Environment, Solarwinds, Call Manager User Administration, Mobile Device Management, Working knowledge in Service-Now (ITSM tool), VPN, RSA, SCCM, Citrix Xen Desktop, Smartphones and tablets.