Enterprise Operations Center Technician

Job Description

Job Description

ETEK is searching for a part-time Enterprise Operations Center (EOC) Technician to join our Infrastructure support team. The EOC provides 24X7X365 monitoring and alerts for infrastructure operations and services. They monitor the current state of the production environment and identify unscheduled interruptions to systems and services when they occur. The EOC oversees root cause analysis of problems and service interruptions across the organization, chairs and facilitates service and system restoration efforts and communications working closely with Network Operations, Data Center Services, Solution Delivery, Information Security & Privacy, and other stakeholders.

Responsibilities:

• Provide onsite coverage for monitoring enterprise systems supporting services 24X7X365,
  • One opening for : 12pm to 12:30am, Saturday and Sunday
• Facilitate technical meetings, take detailed notes and write after action/postmortem reports. 
• Communicate, coordinate and facilitate ad hoc conference calls among service and system SME to resolve service interruption affecting production services. 
• Review and respond to events reported by customers or monitoring tools.
• Follow and develop SOPs.
• Manage and maintain SolarWinds System.
• Complete assigned tasks and small projects with little or no supervision. 
• Manage and maintain SolarWinds monitoring and alerts. 
• Resolve all but unique technical problems without the intervention of management or a more experienced technical specialist. 
• Escalate problems to management as necessary. Develop and recommend techniques to address problem situations.
• Meet with customers to identify requirements and appropriate levels of service.

Skills Required:

• A Bachelor’s degree in IT + 5 years of IT experience or 13 years of IT experience.
• Excellent communication skills.
• Ability to summarize and communicate technical issues succinctly.
• Strong writing skills and ability to develop and follow processes and SOPs.
• General network knowledge of Firewalls, switches and servers. Such as Windows Servers, Linux Servers, Active Directory, Cisco Switches, Checkpoint Firewalls, WAN/LAN, Amazon and Azure Cloud Services, etc. 
• SolarWinds tools use experience with the following modules: WPM, APM, SAM, EOC, NPM.

Skills Preferred:

• Bachelor’s degree in Information Technology or related field.
• Experience working with a large organization (>35,000 customers).
• Experience collaborating with peer and client teams. 
• Experience working remotely and onsite.
• Experience working irregular shifts.
• Experience using a Helpdesk system – ServiceNow is a plus
• Security+ and or Network+ certifications