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MAJOR RESPONSIBILITIES INFRASTRUCTURE MONITORING AND OPERATIONS
Respond to and evaluate alerts/events in a timely manner
Proactively monitor infrastructure and applications to create and escalate issues when necessary
Perform level 2 and 3 troubleshooting, support and resolution of infrastructure issues
Create and maintain operational dashboards and reports to track and report infrastructure availability and service interruptions
Support the development and improvement of standards related to NOC tools and processes
Participate in quality assurance initiatives, including audits of assets, processes, and monitoring tools
INCIDENT MANAGEMENT
Participate/lead all aspects of Incident resolution for Incidents escalated to the NOC
Coordinate incident resolution with field personnel, engineers, vendors, and management team
Ensure appropriate resources are engaged to resolve incidents according to their prioritization
Participate in timely and appropriate internal and external communication throughout the incident.
Be a champion of incident management and event management principles and methods
EVENT MANAGEMENT
Participate in and recommend updates to the Event Management process
Ensure appropriate resources are engaged to acknowledge, manage and document all events
Demonstrated use of event and data analysis to translate event history into infrastructure configuration and architecture changes
PROACTIVE MAINTENANCE
Perform maintenance schedule for network elements.
Coordinate notifications to client(s) with the Service Desk.
Report project and operational status to management.
MINIMUM JOB REQUIREMENTS
Ability to work weekends
3+ years of experience on an operations teams in a demanding fast-paced environment
Demonstrated experience with IT Service Management processes, such as incident management and change management.
Experience in an Operations Center
Experience with SolarWinds monitoring software.
Knowledge / Skills / Abilities
Strong problem isolation, resolution, analytical and diagnostic skills.
Ability to demonstrate past experience using monitoring tools and processes is required.
General knowledge of IT networks, ISP Services, Routing Protocols, VoIP, Network Management, Routers, and Switches.
General knowledge of Advanced Windows System Administration and VMWare Systems.
Strong interpersonal/customer-facing skills.
Good communication skills both written and verbal.
COVID-19 Vaccination
Please be aware that Medline requires all employees starting in this position to be fully vaccinated against COVID-19. This position will require the successful candidate to provide proof that they are fully vaccinated by their start date. Medline is an equal opportunity employer, and will provide reasonable accommodations to those individuals who are unable to be vaccinated for COVID-19 consistent with federal, state, and local law.
PREFERRED JOB REQUIREMENTS Education
Bachelors Degree in Information Technology or similar field preferred
Certification / Licensure
Solarwinds certification
ITIL Foundations (V3) or higher
Cisco CCNA or Network+
MCSA
A+
Security+
