University of Rochester Enterprise Computing Operations Specialist Sr in Rochester, New York
Full Time 40 hours Grade 080 University IT / ECC
To conduct detailed and highly specialized analysis of systems, equipment, environment, of the software applications, property and environment security systems, for the purpose of proactively assessing operational and environmental risk to the computing operations of the University, to engage in risk mitigation processes and documentation, and to intervene via systems, operations, hardware, environment or in collaboration with higher level Enterprise Computing professionals, as appropriate when necessary.
Analysts Sr. will monitor, maintain and execute tasks to established policies and procedures. S/he will ensure that monitoring tool alerts are responded to in a timely manner, proper support personnel are contacted, and appropriate escalations are done as needed. Analysts Sr. will delegate assignments to Analyst assigned to work on their team. Analyst Sr. will perform Level 1 and 2 troubleshooting duties. Responsibilities are focused around troubleshooting and resolving complex issues with servers and desktop applications, hardware, and operating systems. S/he will also provide second level server systems administration triage for Windows,
Mac, and UNIX server issues with guidance from an Analyst Lead. S/he will assist the Analyst Lead with documentation of systems, procedures, diagnostic processes and methods to determine root cause of complex technical issues and resolving such issues. In addition, this role is responsible for proactive monitoring, quality assurance, and daily system health checks of e-mail, authentication, anti-virus, and other critical systems.
The Analyst Sr. will take a role alongside the Analyst Lead during system outages and events. S/he will be required to act on the requirements and direction given by management and provide communications and coordination during such events. The Analyst Sr. must have the ability to work independently with minimal supervision and is expected to provide technical guidance to staff with various levels of experience. The position requires excellent communication and customer service skills, self-motivation and a team oriented focus. Analyst Sr. must be able to understand and follow all policies and procedures of Data Center Operations as well as University Security/Safety Procedures.
This position is responsible for the operation and maintenance of high end Data Center equipment such as but not limited to: IBM Mainframe, rack mounted servers, Storage Area Networks (SAN), tape drives and printers. S/he must have knowledge of IBM z/OS, JES2, TSO, JOBTRAC, Windows, Unix/LINUX, Microsoft Office and Apple Products.
In addition, this position is responsible to implement and evaluate the methods and processes to monitor, assess and resolve issues and respond to level 1 and 2 situations* as they arise. Responsible for on-sight leadership and overall training and mentorship of lower level professionals in the functions of operations, systems and response processes.
*Situation levels are defined by Enterprise Computing and are documented for efficient and prompt evaluation and response to system situations.
- Monitor Mainframe batch processing, be able to recognize failures, follow ABEND procedures. Able to add/delete jobs to schedule under direction of production control.
- Monitor Building Management System; notify Facilities Personnel on duty of any alarms.
- Monitor COMMVAULT, follow operations policy for notifying support personnel of problems. Recognize when there are problems with the system that prevent backups from running.
- Monitor Uptime 5; follow operations procedures for notifying support personnel of alarms. Be able to determine who the on call group is, and if a call needs to be made or not.
- Monitor Solar Winds; follow operations procedure for notifying support personnel of alarms. Be able to determine which group to call (NC Manager or SAN group).
- Monitor AUTOSYS; follow operations procedure for notifying support personnel of alarms. Able to put jobs on/off ice. Know difference between batch jobs and backup (ORCL) jobs.
- Monitor MoveIT, follow operations procedure for job failures on MoveIT.
- Monitor IBM Director, follow operations procedure for notifying support personnel of alarms
- Fill out team turnover providing detailed information (written & Verbal) to the following team. Assist Analyst Sr to conduct turnover meeting with incoming team. Review Morning Market Report with the incoming team. Go over any other issues as needed.
- Complete Call Logging Tickets (HEAT) with detailed information of any monitoring alarms, job failures, equipment problems, and ACTION calls. Respond to and update Call Logging Tickets in accordance with departmental procedures.
- Assist the Analyst Sr in providing onsite support for device troubleshooting to include power cycles/reboots, and drive replacements following Data Center Procedures.
- Complete AMBER light check of all servers in the Data Center, updating spreadsheet, and sending appropriate notifications to server owners.
- Monitor Internal, External cameras to maintain security of the Facility. Understand and enforce Data Center Access Policies.
- Create new policies and procedures as needed, seek approval from Analyst Lead and the Data Center manager, make sure the procedure is tested and that everyone understands it and knows it exists.
- Review all Policies and Procedures every 6 months with the Analyst Lead, updating as needed.
- Perform Data Center Walk through to check for any abnormal conditions, amber lights on servers.
- Provide on call support for Operations.
- Assist with advanced troubleshooting and resolution for technical issues related to computing hardware, operating system, application software, server, email, networking, backup utilities, antivirus, whole disk encryption and remote access.
- Performs independent analysis and reasoning with attention to detail.
- UNIX, Red Hat, and Windows Systems Administration for server environment.
- Advanced troubleshooting skills utilizing remote connectivity tools.
- Successful completion of Service Desk related project and task assignments.
- Automate processes through the development of tools to reduce waste or inefficiencies in operations.
- Associates Degree and 2-3 years of related experience; a working knowledge of computer operations, preferably in the department; or an equivalent combination of education and experience.
- Advanced analytical skills for problem solving and troubleshooting.
- Ensures customer satisfaction and appropriate follow-through in all interactions.
- Strong familiarity with University IT Incident Management procedures
- Excellent verbal and written communication skills
- Engages in continuous learning for potential growth to higher positions.
- Suggest solutions to reduce waste or inefficiencies in operations.
- Ensures all communications are clear, concise and understood by others.
- Creates an environment that is open to different perspectives.
- Fosters a team working environment, proactively mentors peers as needed.
- Exhibits flexibility to change.
- Understands and models organizational mission, vision and values.
- Demonstrates an ability to re-prioritize projects for self and others as unplanned events occur to ensure immediate tasks are larger department goals is ultimately met.
- Strong analytical mindset, able to break down a problem and determine the Root Cause.
- Sense of urgency, ability to work under pressure and handle multiple priorities.
- Willingly shares expert experience and knowledge with level 1 team
- Strong adaptability, able to become an “expert” in an application or issue in a short amount of time.
- Ensures team and department operates within regulatory guidelines and/or standards.
- High level of creativity
- Experience in .Net web programming, MS Windows File Sharing security and ATG development application experience.
- Advanced ability to analyze and find solutions for complex technical issues, including troubleshooting applications and OS problems to the registry level.
- Advanced ability to clearly identify the underlying technical problem.
- Strong technical ability to develop and leverage existing technologies and tools for improved (higher productivity and efficiency) IT solutions.
- Windows and UNIX System administration knowledge/skills
- 2-4 years intermediate Network/Application troubleshooting experience.
- 2-4 years intermediate Microsoft Exchange support experience.
- 2-4 years’ experience with networking configuration troubleshooting skills (TCP/IP).
- 2-4 years’ experience with advanced troubleshooting computer hardware and software issues (desktop/laptop) for both Macintosh & Intel based computers.
- Fully proficient with the use of remote control tools.
- Solid understanding of all University IT supported computing platforms.
- 2-4 years advanced experience supporting the following technologies/hardware:
- Printers and Scanners
- Email services including MS Exchange, Eudora, Apple Mail, Thunderbird,
- Entourage and UNIX web mail and Zimbra o Operating systems (Windows XP, Windows 7, Apple, Unix) o Microsoft Products (Word, Excel, PowerPoint, Access, Project, Visio) o Security software (Sophos)
- Hard drive encryption software (Point sec)
- Minimum 4-6 years’ experience with System Operations in an Enterprise Data Center environment or 1-2 years in EC Operations as an Analyst Jr.
- Proven ability to execute multiple tasks efficiently and effectively
- Proven ability to work in a team environment
- Able to manage assigned tasks with limited supervision.
- Bachelor’s degree in related discipline such as Computer Science, Business, Mathematics, Statistics, Science or Engineering; and 3-4 years of related experience preferably 1-2 years in a supervisory capacity; or an equivalent combination of education and experience. Master’s degree preferred.
EOE Minorities/Females/Protected Veterans/Disabled
Job Title: Enterprise Computing Operations Specialist Sr
Location: Central Administration
Job ID: 211901
Full/Part Time: Full-Time