at Christiana Care Health System in New Castle, Delaware, United States
The position is responsible for monitoring, troubleshooting and resolving critical infrastructure issues 24 hours per day 7 days a week. These systems and components include but are not limited to; Network switches and routers, Microsoft core components such as Windows OS, Active Directory, Group Policy, Authentication, System Center Operations Manager for elevated monitoring and alerting, Exchange Mail, Citrix, Enterprise Print, File/User Servers, Share Point, Spectrum, DNS, Enterprise backup technology, AWS, VMC on AWS, VMWare, Site Recovery Manager, Certificate management, Tools utilized for incident, request, change management and CMDB.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Monitor and operate control consoles of computer systems, network, facilities, and all attached peripheral equipment. Uses tools that subject matter experts recommend to dive deeper into incident or problem management.
Optimizes system utilization by adjusting system resources to meet Service Level Agreements. Intermediate remediation and consult with SME to modify system resources to meet performance or availability goals.
Detects, analyzes and resolves routine computer production processing incidents / events. Advanced events, incidents, problems and consulting with SME for complicated situations.
Detects, troubleshoots, analyzes and resolves system alerts and incidents. Expert troubleshooting skills and able to address system alerts and customer incidents. Engage/consult with appropriate SME to get guidance on additional troubleshooting or remediation steps. Create documentation, educate, and provide turnover to other NOC caregivers.
Coordinates scheduled and unscheduled system outages, upgrades. Perform basic on site go live assistance, back-out remediation, and HA Failovers.
Maintains system security authorizations and system accesses to maintain the operating system's integrity and protect proprietary information. Future processes will include performing change for system owner or grant admin rights to owner at time of change.
Researches the modifications required to accommodate the implementation of system upgrades. Utilizes appropriate resources from CCHS, Internet, Vendor and Manufacturer forums.
Directs and coordinates the implementation of computer system upgrades in a timely manner. Active participant in upgrade, failover and go live activities.
Identifies and pursues opportunities for the continuing professional development of self to enable increased understanding of the various Christiana Care functions and how new information technology can be applied at Christiana Care. Uses critical infrastructure technology components and key systems to develop development plan for self then works with appropriate SME's to gain knowledge.
Interacts with team members and executives/management in a friendly, supportive and timely manner. Proactive when trends are noticed, and actively participate in service interruptions providing valuable troubleshooting and analysis from various monitoring tools.
Keeps abreast of all key critical technologies and educates (provides training for) others within the team.
Learns and applies the internal workings of computer system to the automation tools to effectively manage system resources, operations and processes across multiple platforms. Identify opportunities to create automation to reduce manual intervention for repeat operational work items.
Mentors and assists team members on new technology and methods of providing support. Looks for trends of alerts, incidents and problems to create mentoring opportunities with team members.
Monitors system performance and capacities, making recommendations toward optimizing system productivity. Investigates basic problems, malfunctions, and errors using all available expertise and assistance to determine corrective measures in a timely fashion in order to maintain a viable production environment. Respond to alarms and uses all available tools and resources to identify performance and capacity trends to eliminate incidents or problems.
Provides basic technical assistance, support, turnover training to maintain operational readiness. Provide on-site assistance to SME's, engineers and application owners
Uses leadership skills to foster a learning environment. Creates own self development plan
Addresses outdated and incorrect procedures and processes. Uses history and trend information to make... For full info follow application link.
Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.