Lead Operations Technician

Overview

The Lead Operations Technician position, works independently identifying areas for improvement within the existing environment, developing and implementing recommendations for improvement. Responsible for mentoring other technical staff, consistently author’s knowledge base articles and provides proactive solutions and serves as a backup for the local operations manager. Serve as an escalation point for all issues requiring engineering assistance. Responsibilities include maintaining at least one internal system and all relevant support documentation.  Consistently demonstrate proficiency in resolving moderate to complex support problems.

 

This position is requires working independently after seeking management approval.  Duties include planning, coordination, and completion of maintenance activities by creating project plans and following change management procedures.  On-call support is a requirement of this position.

Responsibilities

• Provides high quality, consistent, efficient and accurate work for internal and external customer service surrounding the Company values
• Local site technical leadership
• Hardware
• System Administration
• Enterprise application support
• Provide leadership to local operations technician team members.
• Will lead complex installation activities
• Be a local customer interface/advocate
• Provide Sales Engineering support for the organization
• Interface and remote support of Service Delivery teams (Network, Backup, Virtualization, Storage, Windows, Unix/Linux, Architecture, CIMs, and TAMs)
• Provide backup for Lead MEP Technician and Data Center Manager
• Create and maintain working relationship with local telecommunications providers
• Provide on-call support for after-hours emergencies and critical outages
• Continue to expand on existing knowledge and expertise with at least one application platform (CRM, network & systems monitoring, web server software, database, application server software, etc.)
• Will configure and install Dell, HP, and other Wintel servers and blade centers
• Will monitor and manage infrastructures
• Share knowledge of storage subsystems, RAID levels, differences and benefits of various storage sub-systems RAID Arrays, NAS, and SAN with other support staff
• Provide support for Local Area Network (LAN) and Wide Area Network (WAN) technologies
• Understand Domain Name Service (DNS) and Access Control Lists (ACL’s).
• Expand knowledge of IP addressing and subnets, routing protocols, firewalls, and load balancing desired
• Perform backup and recovery tasks
• Understanding of quality assurance processes
• Lead and operate within the context of an established strategic direction and vision
• Enforce and adhere to all facility standards
• Ability to inspect and troubleshoot issues in and around electrical, mechanical and life safety equipment
• Ability to react to alarms and escalate any and all issues
• Assist in creating site operational budgets for OPEX and CAPEX.
• Responsible and assist in achieving and maintaining data center physical, environmental, and operational security and audit success
• Initiate, modify and maintain applicable process and procedures
• Oversee adoption and use of systems, tools, procedures, processes and standards for service delivery and client support
• Oversee and manage ticket queue for timely request completion and reporting
• Oversee and manage project assignments, progress and reporting
• Oversee and manage all documentation efforts
• Oversee and manage all daily operational tasks
• Perform quality assurance and sign off on all work performed
• Lead and participate in the local facility incident response, resolution and reporting process
• Maintain and implement continual training program for team to ensure familiarity of data center services, process, procedure and efficient and appropriate response to all types of incidents
• Administer the access control system and enforce access control policy and procedure
• Conduct professional tours and provide information for RFI/RFQ requests
• Attend training, planning and progress meetings with management, sales, client implementation, service delivery and data center staff
• Schedule and manage staffing, including any Security Guards
• Implement and manage any 3rd party/outsourced relationships including contract administration
• Maintain operational proficiency in equipment, technologies and tools
• Assis in development and implement professional development plans for staff
• Manage initial onsite facility incident response
• Manage Data Center run book
• Verbal and written commu