It Operations Center Technician

Operations Center Technician

Job Summary: The Operations Center Technician is a critical member of the IT team, responsible for meticulously monitoring job schedules, promptly addressing alerts, and taking corrective actions, this position plays a pivotal role in maintaining system uptime and minimizing disruptions. This position will be required to triage and assess the problem and provide vital information to 2nd and 3rd tier support to ensure timely resolutions to active disruptions of service to main frame, network, POS, and application operations. Notify affected responsible Engineers, developers and managers, as well as affected locations as well as executive/sales management.

Essential Job Duties and Responsibilities:

Operations Center 

• Continuously monitor mainframe job schedules, organization's IT Infrastructure and telecom and IP networks proactively identifying potential issues before they escalate into major disruptions.
• Respond swiftly to alerts and alarms generated by the job scheduler, ensuring timely intervention to prevent job failures and system downtime.
• Set up and host centralized WebEx conference with appropriate IT teams, and/or vendors/contractors for support escalation / troubleshooting sessions during contingency events such as network outages, wide-spread POS outages or performance issues, application / job schedule failures with multiple downstream impact.
• Implement corrective actions to resolve job scheduling issues and ensure the timely completion of critical batch jobs, maintaining system stability and data integrity.
• Maintain accurate and up-to-date job documentation, providing a comprehensive reference for future troubleshooting and system maintenance.
• Effectively communicate to affected parties during incidents impacted business. This includes sending timely and accurate updates to relevant parties, facilitating collaboration among different teams and vendors, and documenting the root cause analysis and resolution steps.
• Continuously monitor print queues, employing effective diagnostic tools and techniques to identify potential printing issues before they escalate into major disruptions.
• Swiftly diagnose and resolve printing problems, utilizing troubleshooting skills and 3rd party support as well as associated software to minimize downtime and maintain optimal print output.
• Execute print jobs for payroll and accounting, as well as utilizing folding machine to neatly fold and envelope checks, loyalty letters and vendor payments for mailing.
• Effectively carry out instructions by IT Operations management for various other job-related tasks.
• Contribute to the knowledge base to facilitate efficient issue resolution.
• Work closely with other IT Operations Center Technicians to share knowledge and improve overall team efficiency.
• Adhere to established security and compliance policies and procedures.

Knowledge, Skills, and Abilities:

• Demonstrated knowledge of Windows OS and Windows desktop software.
• Demonstrated knowledge and expertise with Microsoft Office Applications.
• Demonstrated ability to manage tasks with limited supervision and complete on time and professionally accurate
• Demonstrated ability to support various applications specifically in a Mainframe environment (DB2/AIX) including but not limited too; Zeke, QDIRECT, BMC Control D Web Access, WebEx
• Knowledge of monitoring tools and ticketing systems
• A strong background in mainframe computer operations
• A solid understanding of IT Service Management (ITSM) principles
• Understand and utilize ITIL best practices for incident, problem, and change management.