Job no: 508626
Position type: Staff Part Time
Campus: UMass President's Office
Campus Location: South St Shrewsbury
Department: University Info Tech Services
Categories: Information Technology
Advertised: Jun 01 2021 Eastern Daylight Time
Applications close: Jun 15 2021 Eastern Daylight Time

Position Summary:

Computer Operators are responsible for providing comprehensive 24x7 operations support. This includes monitoring services of IT infrastructure, applications, batch jobs and associated components on a 24x7 basis to UITS customers as well as campus services. Operators are expected to work a flexible shift schedule, including 2nd and 3rd shift, weekends and holiday duties as required. The Computer Operator also provides excellent customer service, resolves tier one technical issues, and assists with Help Desk requests.

Essential Functions/Responsibilities:

• Using BMC Ctrl-M software, monitor the production batch schedule, responding to job instructions as necessary
• Perform daily checklists to ensure health of systems and applications
• Provide 24x7 phone support to UMSO and Campuses as needed, logging calls, troubleshooting and escalating as necessary, including customer facing issues
• Assist with assuring system reliability and performance through proactive monitoring of operating systems, databases, servers, services, and network devices using supplied tools (AlertSite, OEM, etc...)
• Maintain and complete daily logs and turnover reports
• Enter tickets as needed using the department ticketing system
• Analyze, triage and troubleshoot alarms received by internal and external monitoring
• Escalate production problems as needed, setting up and managing bridge calls when necessary
• Assist with enabling/disabling monitoring and configuration of monitored devices as directed
• Provide quality customer service when responding to customer calls and or customer e-mails
• Provide internal communication of outages for equipment and services
• Consolidate information from a variety of sources to accurately validate, analyze and report outage information, including impact, cause, circumstances, and resolution.
• Maintain operational documentation to continually improve our environments
• Participate in knowledge sharing to further develop the overall capability and performance of the team
• Participate in testing/validation as required
• Adhere to operating procedures and standards

Minimum Qualifications:

• Associates Degree or equivalent experience
• Strong organizational skills
• Strong customer service and interpersonal skills. Professional level verbal and written communication skills
• Ability to work effectively in a fast-paced environment
• A problem-solving attitude

Preferred Qualifications:

• Experience working in an IT Operations Center
• Experience working with enterprise monitoring tools is a plus

Other Functions:

• Other duties and responsibilities as required and designated by the manager

Working Conditions:

• Typical office environment
• Participation in 24x7 shift rotations

Additional Details:

Salary up to $30.94 per hour.

Schedule: Saturday and Sunday - Noon to Midnight