Computer Operations Technician III

Position Overview:

This is an advanced level role in Data Center Operations. The Operations Technician III has substantial knowledge in data center operations and specific company operations and exercises considerable independence of judgement in performing job duties. Under the general direction of the Supervisor, Computer Operations, the Operations Technician III performs a variety of tasks including: computer operations in a multi-processing multi-platform-computing environment; monitor the batch production processing; ensure online availability schedules are met; escalate critical processing issues as appropriate, keep DCO management apprised of operations state; produces required logs, records, and reports; and provides assistance to junior members of the staff. Has the ability to: acquire necessary knowledge to operate computer systems in a large data center; follow manuals and read complicated instructions; understand and carry out oral and written instructions; use appropriate and correct English, spelling, grammar, and punctuation; communicate effectively in written and oral form; establish and maintain effective work relationships with those contacted in the performance of required duties. Performs related work as required.

A. MVS Operations 25%

1. Ensure the production processing schedules are met.

2. Ensure online availability Service Level Agreements are met.

3. Acquire knowledge of key business applications, relationships, and interdependencies with other business applications and processes.

4. Assist in the development and maintenance of disaster recovery procedures.

5. Ensure that auditing controls, procedures, and processes are followed completely, accurately, and turned over.

B. Midrange and Open Systems Operations 10%

1. Operate and monitor Unix and Windows computer systems and related equipment.

2. Ensure the production processing schedules are met.

3. Ensure online availability Service Level Agreements are met.

4. Acquire knowledge of key business applications, relationships, and interdependencies with other business applications and processes.

5. Ensure that auditing controls, procedures, and processes are followed completely, accurately, and turned over.

C. Problem Management 25%

1. Ensure all application, system software, hardware and environmental issues are logged in Service Now.

2. Ensure all critical applications, system software, hardware, and environmental issues are logged in NewStat.

3. Ensure escalation procedures are followed for critical application issues affecting the production schedule.

4. Ensure all problem management procedures are followed.

5. Ensure problems and concerns, both operational and staff, are communicated promptly to the

Supervisors.

6. Assist developers, DBA, and systems staff as appropriate to resolve issues.

D. Communications 25%

1. Create, monitor, and maintain operations documentation.

2. Ensure staff is kept abreast of all procedural and technical changes.

3. Maintain accurate data records and filing systems relevant to operational records and reports.

4. Ensure all shift and applications logs are completed in an accurate and timely manner.

5. Provide for smooth shift changes by adequately transitioning all activities.

6. Work cooperatively with various areas of Information Technology.

E. Leadership and Direction 15%

1. Assist Supervisor with daily shift responsibilities.

2. Lead Computer Operations when the Supervisor and Senior Operations Technician is away.

3. Assist Director of Computer Operations as needed.

4. Assist junior staff members in mastering technical and procedural matters.

Requirements:

Some College Business, Computer Tech, Computer Science, OR equivalent experience

3 5 years of Experience working with Software scheduling packages like Automic/One Automation

3 5 years of Experience working in a Computer Operations of Data Center environment

Required Skills:

Thorough working knowledge of MVS, JES2, TSO/ISPF, TMS, and JCL.

Thorough working knowledge of an automated scheduling package, such as Automic/One Automation

Proven leadership ability in providing direction and training to other technicians.

Excellent written and verbal communication skills, and the ability to apply both daily in interacting with vendors, clients, management, support staff, DCO staff, and in presenting shift turnovers and broadcasts.

Good working knowledge of Windows and PC file structure.

PC experience (Word, Excel, GroupWise-email)

Superior organizational skills, and the ability to manage multiple concurrent tasks with a high degree of accuracy.

Superior problem determination and problem-solving skills.

Professional customer service/telephone skills, responding to support staff, vendors, clients, system users, or management questions/requests.

Ability to focus upon delivering a high-quality product within a dynamic, multi-tasking environment.

Ability to work weekends as part of normal 24/7 and 12-hour shift operation schedule, occasional holidays as required.

PC knowledge with Word, Excel, Outlook or similar E-mail system.