Data Center Service Delivery Infrastructure Technical Analyst

The Americas Data Center Service Delivery (DCSD) team is the Data Center Site Management structure responsible for providing timely and cost-effective installation and maintenance services to Americas Data Centers. DCSD is responsible for implementing, maintaining, and re-engineering (as applicable) all distributed systems and LAN/WAN infrastructures in the Americas Data Centers. DCSD provides onsite, 7 x 24 second and third level support for the Americas Data Center operations infrastructure. They provide hands-on break/fix support to resolve infrastructure/operations problems escalated from the Enterprise Command Centers and/or System Administrators. DCSD is responsible for end-to-end management of all technical requests and for hands-on infrastructure support for all Americas Data Center disaster recovery tests and/or situations, which may include reassignment of resources to various recovery sites in the Americas.​

Responsibilities:

• The schedule is is 7 am – 7 pm Sunday, Monday, Tuesday, and alternating Wednesday.

• Installing/de-installing/relocating all distributed systems and network hardware (CSUs, DSUs, routers, switches, encryptors, firewalls, etc.) in the Americas Data Centers within the internal service level mandates

• Installing/de-installing /extending/relocating/testing all carrier circuits to the network hardware

• Installing/de-installing/relocating all patch cabling for systems and network hardware

• Installing/de-installing/relocating all Data Center hardware

• Assist with the coordination of cabinet power, circuit, and patch infrastructure installations w/various facilities, electrical and communications vendors

• Assist with the coordination of network component configurations

• Coordinate and Install SAN cabling infrastructure

• Managing network ports and assist with the management of all consumable items (cables, labels, tie wraps, rail kits, etc.)

• Maintaining the integrity of the data center facilities, systems and communications environments through general housekeeping and best operations practices

• Provide hands-on, break/fix level 2 support for the data center systems and communications environments.

• Coordinating and approving data center infrastructure change controls

• Ensuring compliance with data center standards, policies, and processes for all non-DCSD sponsored changes.

• Performing required compliance activities

• Producing network consumables updates and contributing to weekly management reports

• Coordinate activities in support of all projects and technical requests within the Americas Data Centers

• Manage CTI-approved third-party vendors in support of local/regional business service commitments and to assure adherence to Corporate and CTI standards.

• Provide clear and detailed turnover to next shift workers for continuity.

• Media Management duties including the following:

• Performing daily tape ejects to increase current day processing capacity.

• Monitoring of tape related console messages.

• Managing all daily ad-hoc tape/job requests and scratch activity.

• Managing all physical and electronic vaulting activity.

• Manage tape destruction process, ensuring all proper documentation has been recorded and approved.

• Monitoring scratch levels on display screens, on-line library web specialist or visually monitoring panel on libraries.

• Replacing any/all damaged media.

• Minor to moderate problem determination

• Monitoring of tape related console messages, working with the global command center and the on-site hardware teams.

• Performing daily health checks on all libraries including virtual subsystems, grid clusters, and error/exception system logs.

• Provide assistance when required to ensure that the highest level of customer satisfaction is maintained.

• Responding to automated trouble tickets and facilitating the necessary actions under the direction of the Global Command centers.

• Media liaison between the on-site hardware teams and the on-site CE’s.

• Initiating, scheduling, coordinating, and approving media management sponsored change controls.

• Supporting all physical off-site vaulting activities.

• Managing all physical media movement and ensuring all movement is recorded and tracked accordingly.

• Manage tape destruction process, ensuring all proper documentation has been recorded and approved.

• Ensure destruction procedures are followed.