Systems Administrator - Intermediate in Alpharetta, GA at HUNTER Technical Resources

Job Description

Job Description:

The Technology Operations Center (TOC) Operator/ Analyst will provide Monitoring and Event Management duties utilizing state of the art technology monitoring and analysis tools. The role provides an “eyes on glass” presence to ensure that system degradation or failure is identified immediately. This person will also be provided with the tools and training to react to the alerting triggered by our monitors by providing first level analysis and in most cases performing an action to mitigate the issue. The ability to communicate well verbally and in written form is key as this person will transition to take part in Incident Management following the identification of a problem. There will also be times when this person is required to communicate directly with out external customers in the case when there is an overflow of calls to our TOC Service Desk Operator.

The person will be part of a global Technology Operations Center team that provides 3 levels of support:
- Service Desk and Monitoring (TOC Service Desk Operator)
- Monitoring and Event Management (TOC Operator/ Analyst)
- Incident Management and Communications (TOC Technical Duty Officer)

This support is provided 24x7 with teams working in shifts across 3 – 4 locations across the world.

The Technology Operations Center (TOC) has three main roles:

• Ensure maximum service availability and performance of the systems they support
• Effectively communicate incidents to customers, internal business and management teams, and technology partners.
• Provide support services for Engineering and other technical teams

These result in a highly diverse range of duties for our operators to ensure they are engaged quickly and able to fulfill responsibilities in a timely, co-operative and professional manner.

• Monitor Applications and Infrastructure
• Perform initial analysis of alert events to determine next steps.
• Fault handling and escalation (identifying and responding to faults on systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
• Maintenance of WIKI and technical documentation (for TOC) of processes and procedures used throughout normal operations.
• Development of knowledge and skills in network and system administration, particularly with regard to architecture and platforms.
• Interact frequently with technical support, application developers, management, and account teams.
• Communicate effectively to external customers as well as senior leaders.
• Diligence and attention to detail are key skills along with the ability to multi-task and prioritize work appropriately.
• Must have the ability to act with urgency but remain calm and professional in high stress situations.
• Individuals must be eager and quick to learn, be clear communicators and must be able to use their initiative to tackle a broad range of problems.