RESPONSIBILITIES
- The Operations Engineer must be able to configure, install, and maintain infrastructures (desktop, server, network, storage) and applications at all client locations. Proactively monitor and resolve cyber security, quality, and technical issues to ensure security and outstanding customer service to the business Incident and Major Incident Management. Configure, install, and maintain infrastructures (desktop, server, network, storage) and applications at all client locations:
- Maintain, enforce, and support architectures and applications that align with business and IT strategies
- Configure, install and maintain standard desktop images, physical and virtual servers and storage arrays
- Partner with other IT teams to create and execute other infrastructures related to IT strategic initiatives
Analyze, plan, and document changes to improve performance and accommodate growth:
- Analyze server and storage performance across the infrastructure, detecting operational problems and recommending improvements to ensure optimal performance
- Ensure and support proactive monitoring of the network, server, storage, Active Directory, Exchange, and database environments
- Ensure all aspects of the desktop, network, server, storage, and database environments are thoroughly documented and kept up to date
Proactively monitor and resolve cyber security, quality, and technical issues to ensure security and outstanding customer service to the business:
- Setup and monitor cyber security tools, and respond to alerts to ensure cyber resiliency
- Implement desktop, server, and storage backup and recovery plans to maintain reliability
- Monitor trends in documented incidents and determine appropriate actions necessary to eliminate future occurrences and improve customer service levels in an appropriate time frame
- Respond with an appropriate sense of urgency to problems and escalate appropriately
- Transfer knowledge and mentor other members of the team
- Supervise escalation events to ensure responsiveness to problem-solving
- Train and assist Tier 1 (NOC) resources to resolve tickets at Tier 1
- Resolve Tier 2/Tier 3 tickets within the ticketing system.
Incident and Major Incident Management:
- Monitor and process individual and team tickets
- In the event of a major incident, Operations Engineers fill the role of Incident Commander (IC).
- The IC’s primary focus is following the Major Incident Process to organize a rapid response to quickly mitigate the issue and get back to a service available state.