DUTIES & RESPONSIBILITIES:
Monitor and resolve production problems
Day shift 7 day rotation schedule includes weekends and holidays
Complete production tickets when a current ticket does not exist
Troubleshoot problems to determine severity and priority
Resolve problem or escalate to the resolution person/group
Handoff information to resolution party
Maintain communications with resolution party until problem is resolved or a workaround is put in place
Track (document) problem through resolution
If problem was resolved outside this group and based on the resolution, document steps that the Global Analysis & Resolution group can take to resolve this problem in the future
Identify and document fixes that require program changes and/or procedure changes
Work with other groups/departments to assist in creating permanent resolution/fixes
Continuously strive to improve customer support, identifying opportunities and recommend solutions for improving service efficiency and effectiveness
Monitor production systems using HP OpenView and other applications and respond accordingly
Create and/or maintain operations process/procedure and problem resolution documentation as required
Assist other Operations Engineers, as needed
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
Excellent analytical skills
Excellent technical troubleshooting skills as it relates to:
Microsoft OS (Windows 2003, 2008)
Network Technologies (routing, switching, load balancing)
Security (Firewall, VPN)
Microsoft Development Suite (.NET, VB, Com+, BizTalk, MSMQ, ASP, etc.)
Java
HP OpenView experience a plus
Excellent customer service skills
Excellent verbal and written skills
Ability to influence/facilitate and negotiate with other groups, departments, individuals
Ability to make timely decisions
Detail oriented
Process oriented
College degree preferred
