Role & Description:
The “DCOps Technician” role monitors all of ERIE’s systems, and has regular contact with Release Managers, Change Owners, TCS Integrated Command Center, Enterprise Monitoring Team, and any team / individual that issues get escalated to. This team also answers the ITSD calls when the ITSD has closed for the day. DC OPS is the hub of all IT operations, maintaining awareness of everything going on (change, release, system alerts, physical hardware metrics, batch processing, etc.) and correlating of the events. Strong communication and patience, along with skills for following up with stakeholders are key. As the team continues to mature, we will get better at making things more visible, setting better standards for alerting and escalations, helping enforce proper documentation of work and resolutions (in ServiceNow), helping teams manage their on-call schedules, and many other things. Some of the technicians on the team also learn to maintain the physical data center through activities like the intake of hardware, racking and cabling, and anything else needed in the physical data center.
An ideal candidate should be a self-starter and strong communicator with some technology background who can work independently and demonstrate good judgement in decision making in a flexible / changing environment that demands strong prioritization skills while managing multiple events simultaneously. This is a team that covers 24/7/365 support, so there must be a willingness to work different shifts, weekends, and holidays.
Position Summary:
Research, troubleshoots, monitors, and maintains systems that affect critical system components for the business and/or stakeholders. May perform duties in one or more of the following disciplines: Print/Document Telecommunications Production Control Data Center/Operations Service Desk Client Services
This opportunity is for an IT Technician and will focus on software tools and processes to monitor, troubleshoot, and maintain availability of the enterprise computing environment along with escalation of issues and coordination of weekend maintenance activities in a 24/7 operation.
Key duties include but are not limited to the troubleshooting of software and hardware problems, monitoring open system batch processing, maintaining, and improving system performance and online availability, including mainframe systems. Maintaining and creation of all system and application documentation. Maintains all computer equipment and provides customer support through multiple channels.
Along with this the team is responsible for all equipment related activities in the Data Center including installing, decommissioning, cabling, and related power work.
Preferred experience & skills:
• excellent communication/collaboration skills
• ability to successfully perform the expectations of a Professional Technician
Duties and Responsibilities:
Researches and determines most effective method to resolve technical issues.
Troubleshoots and resolves problems for familiar or unfamiliar technologies, using established, new or unwritten policies and processes.
Effectively communicates with customers, team members or other stakeholders to ensure successful outcomes.
May lead small teams.
The first three duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed for the job to be accomplished.
This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become clear.
Qualifications
Minimum Educational Requirements and Experience Equivalencies: High school diploma, or GED, plus two years' related technical experience
Physical Requirements
• Lifting 0-20 lbs; Occasional (<20%)
• Lifting 20-50 lbs; Occasional (<20%)
• Lifting Over 50 lbs; Rarely
• Driving; Occasional (<20%)
• Pushing/Pulling; Rarely
• Manual Keying/Data Entry; Frequent (50-80%)
• Climbing; Rarely