NOC | Technical Managed Services Professional
The Technical Managed Services Professional participates as a key member of the Technology Management Center and is responsible for 24x7 operational support of Compushare client sites and corporate infrastructure; providing hardware, software and application support and troubleshooting of servers and network devices. The Managed Services Professional must utilize their significant experience to provide managed technology support services for corporate e-commerce, financial systems and network devices in a mission-critical, revenue-dependent, production environment as a member of a 24x7 team and be accountable for creating and maintaining standards, policies, procedures and documentation and ownership of internal systems. This position is purposed with following a standard set of processes designed to ensure our client's systems meet SOX, GLBA, FDIC, NCUA, SAS70 and PCI compliance guidelines.
Essential Position Functions
Provide operational remote technical support for a wide variety of clustered systems, standalone servers, applications, batch processes, various network LAN/WAN devices, patching devices and databases for Compushare's client infrastructure;
Monitor, Manage and Triage multiple incident cases involving Compushare client systems for failures including corporate, e-commerce or financial systems and network devices;
Dedicated to timely notification and escalation for maintenance and outage activity, prioritizing urgent issues and ensuring services are provided and the issues are attended to immediately;
Follow prescribed procedures and document all work performed in the case system;
Maintain open communication with counterparts within all levels of Compushare Client Service teams;
Flexible with working hours to ensure required staffing;
Influence a positive work environment that fosters team performance through own work and behavior;
Accept ownership of internal systems and deployments/audits to ensure compliance is maintained;
Answer incoming service desk inquiries promptly, politely and professionally to ensure high quality of service;
Management of client IT monitoring infrastructure for system availability, system performance, and system capacity.
Position Specific Competencies
Ability to deal courteously and communicate effectively with clients and team members, supplying general information and direction in a clear, concise manner;
Ability to involve internal and external resources to lead the client through measurable and attainable goals;
Work under stress to meet schedule deadlines. Ability to executive on the day to day tasks necessary to achieve outlined objectives;
Experience or knowledge of the use of IT in financial institutions and the positive impact of technology in business;
Committed to ensuring process adherence and suggesting improvements to processes;
Demonstrated passion for excellence and impeccability while interacting with clients and business executives, and delivering solutions to meet their needs;
Proven problem solving, conceptual thinking, and analytical abilities.
Experience and Education
Bachelors' degree in Computer Science, Management of Information Systems, or equivalent work experience required;
Help Desk Institute (HDI), A+, MCP, and / or MCSE Certifications preferred;
VMware, Citrix, and Cisco knowledge highly desired;
Five (5) years experience working in high pressure, dynamic, 24x7 environments;
Must have a strong knowledge of and experience in Windows Platform and applications, Desktop's, Servers, Hardware and end-user applications;
Understands Desktop, Hardware and end-user applications and Networking technologies (Windows 2K, 2k3, XP, UNIX and Linux operating systems and Active Directory, Kaseya and EVault solutions);
Demonstrated technical proficiency in Microsoft Operations Manager 2005, System Center Operations with experience in managing medium to large environments;
Proven ability to troubleshoot and administer large, complex systems with a focus on financial systems;
Understanding and troubleshooting IP networks;
Ability to multitask and work as team or individual contributor;
Proven experience with: a scripting language, mail Server (SMTP, POP, Exchange), and Domain Name Service;
Understanding of virtualization (VMware, Xen);
Conceptual understanding and practical knowledge (WINS and Bind);
System Administration experience (UNIX, Linux, or Windows Active Directory and Server).
D+H, formerly Compushare
D+H, formerly Compushare, is the leading provider of hosted and managed technology solutions for the financial industry. As one of the top 100 Managed Service Providers in the world based on annual revenue and growth, D+H, formerly Compushare, is the only technology provider to offer a completely cloud based solution built and designed for the financial market. With a track record of solid, profitable growth, Compushare offers career opportunities for those seeking a challenge and desiring to be part of further growing the company and meeting the needs of our clients.
Principals Only Please
Calls from third party recruiters, email correspondence and candidate submissions will not be considered or responded to. Fees will not be paid for any unsolicited resumes and/or candidate information submitted to any Compushare employee.
Limitations and Disclaimer
The above job description is meant to describe the general nature and level of work being performed; it is not to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws. Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.