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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
- 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
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