Operations Engineer - Tier 2

ITA Software is seeking qualified engineers to work in its Operations Center. The successful candidate should be reliable and punctual and have worked two years in a 24x7 NOC or have equivalent IT experience.

This position participates as a key member of the Systems Operations Center- responsible for 24x7 operational support. The Tier 2 Operations Engineer must possess significant work experience in a production 24x7 operations center environment. This employee will work overnight shifts Thursday through Sunday.

Responsibilities:

• Create/update procedure for alarms triggered to our monitoring tools.
• Continue to look for improvement opportunities for monitoring, and the modification of documentation of current failure modes to improve monitoring standards.
• Work closely with Tier 1 Shift Leads to ensure changes to documentation are adhered to and implemented in a timely fashion for Tier 1.
• Provide ongoing training and mentoring to Tier 1 personnel.
• Work with multiple operations groups to ensure changes to specific applications within process or triage are updated and adhered to according to company policy.
• Ensure the escalation process is strictly adhered to when triaging issues.
• Independently drive production issues to resolution across multiple services and groups with little or no supervision.
• Close escalated trouble tickets for Technical Support, providing necessary information for root cause analysis indicating accurate impact assessment.
• Other duties as assigned

Qualifications:

• Bachelors degree in Computer Science, IT, or equivalent demonstrated IT work experience with an emphasis towards production support.
• The ability to diagnosis and correct common LINUX system issues and a good understanding of the LINUX operating system.
• Strong knowledge of trouble ticketing software, and network monitoring solutions- experience with RT/Nagios/MRTG/Big Brother a plus.

Special Knowledge/Skills Required:

• Works with minimal supervision.
• Ability to communicate, both written and verbal, in a cross-departmental function with a focus on escalation paths and troubleshooting steps.
• Detail-oriented and organized with the flexibility to manage multiple priorities effectively.
• A team player- with the emphasis on open communication in the effort to maximize efficiency in process towards problem resolution.

How to Apply
If you are interested in this position, please send your resume to us via this link. An ITA Software recruiter will review your qualifications and contact you if there is a fit with our needs.

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