Enterprise Operations Center Team Technician

ENTERPRISE OPERATIONS CENTER TEAM TECHNICIAN AUBURN HILLS, MI 8 MONTH CONTRACT

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Position Summary: The Enterprise Operations Technician reports is the primary interface with the Service Desk and Level 2/3 Support Engineers on behalf of the Enterprise Operations Center. This position is responsible for monitoring all IT infrastructure to ensure that systems run at peak efficiency 24 x 7. The Enterprise Operations Team handles escalations between internal resources and outside vendors; performs the EOCs systems administration and operations; and keeps management abreast of operations activities and outages.

RESPONSIBILITIES:

- Perform EOC team systems administration and operations
- Provide ongoing implementation of operational best practices
- Ensure systems and vendor services meet all pre-defined SLAs
- Report on SLA breaches
- Perform problem management and root cause analysis
- Develop, implement, and document operational policies and procedures
- Rollout and install new infrastructure and data center solutions
- Ensure standard operating procedures are created, maintained and executed
- Participate in developing internal processes and solutions to track requirements, performance, and results regarding the delivery of data center services and operational tasks
- Develop standard processes and procedures for monitoring, error handling, escalations and problem management
- Participate in evaluating new technologies and products
- Provide detailed incident reports with regards to outages to be used in an after action review and analysis of the issue to minimize repeat outages
- Perform other duties as assigned

QUALIFICATIONS:

- 2+ years experience as part of an IT Operations team
- Certifications such as MCSE, CCNA, CCNP, CCDA, CISSP desired
- Direct experience in dealing with vendors, carriers, vendors, call centers, and remote operations
- Experience with data center technologies, including Servers, network, voice, data, and wireless
- Microsoft technologies experience
- Cisco technologies experience
- VMware technologies experience
- Oracle/Sun server technology experience
- Proven experience in IT operations
- Must have a strong dedication to customer service
- Demonstrated professional, positive, and approachable attitude/demeanor and discretion
- Ability to formulate and clearly communicate ideas to others
- Great interpersonal and communication skills

DESIRED SOFTWARE EXPERIENCE:

- HP Systems Insight Manager
- SolarWinds Orion
- Compuware Vantage
- Precise Software DB monitoring
- Microsoft SCOM
- HP Service Manager
- TeamQuest IT Service Analyzer
- Troux Software

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