Job TitleInterview: Phone and skype Visa: USC, GC, GC EAD The role will be on a hybrid schedule with 2 days on campus / 3 remote. You must be able to be onsite Day 1.Job DescriptionYou will have 5+ years of experience and will be responsible for triage of issues, troubleshooting, issue resolution and root cause across a broad range of applications in the TechOps support space. There is an on call rotation schedule.
A sampling of duties includes:Performs a range of assignments across multiple areas and applicationsAccountable for your own work including effective coordination of process and information with othersWorks independently within guidelines and policies for ongoing work; may receive general mentoring on new assignments but minimal mentoring thereafterResponsible for swiftly resolving disruptions to technology services to minimize user impacts and maintain service levelsAbility to perform, investigate and resolve issues leveraging available tools and documentationPartners with global team members and escalates issues within the team, regionally and to other TechOps areas as neededCommunicate with vendors as part of troubleshooting and issue resolutionLeverages ServiceNow, including team dashboards, to manage work and its associated flow as well as to resolve incidents within policy standardsPerforms root cause analysis of issues and partners with our functional support teams as neededAnalyze performance trends and crafts action plans to address potential impactsActively helps team members and makes suggestions to improve practicesRequirementsTo be successful; you should possess most of the following:2+ years of Enterprise level support experience, or similar discipline, supporting multiple applicationsStrong troubleshooting/problem solving skillsExperience with SQL for Oracle, Sybase and MS SQLExperience with monitoring tools such as Autosys, Splunk, and New Relic, or similar toolsExperience with ITIL incident management tools, such as ServiceNow, for incident and problem managementExperience with Unix and WindowsKnowledge of a scripting language like Python, or similar languageAbility to read / understand codeFamiliarity with AWS-based applications is helpfulExperience with: Examining and collecting data for trending capacity utilizationMaintaining a high proficiency in code management to ensure procedures are aligned to standard methodologiesIdentifying performance tuning opportunities that will produce improvements to processing or capacity