Setup system and service monitoring in alignment with established processes and standards.
• Monitor systems, service status, scheduled jobs and scripts in real time.
• Log incidents, events and alerts as they occur in alignment with defined standards.
• Provide Tier 1 support and troubleshooting in alignment with defined processes, standards, and systems/service documentation.
• Escalate incidents, events and alerts to appropriate teams and/or on-call personnel in alignment with defined escalation processes and on-call schedules.
• Communicate shift log results to appropriate stakeholders in alignment with defined communication protocols at the conclusion of each shift.
• Escalating, starting, restarting, cancelling and pausing jobs, events, job plans and other services.
• Placing sign-off times on all printed schedules.
• Performing a daily Forecast (future run) to verify that scheduled jobs are or will run on a specific date as requested per Calendar keywords or job dependencies.
• Releasing job plans and printing checks for the weekly processing of Corporate, Levy, Touchpoint, Crothall and ESS payroll in alignment with established processes.
• Printing off-cycle checks in alignment with established processes.
• Provide after-hours user support.
• Conduct Data Center walk-throughs and monitoring in alignment with defined processes.
• Demonstrate critical thinking skills to help diagnose and troubleshoot issues.
• Work with the User Support Services team to identify common issues and develop appropriate documentation, training, and automation.
• Establish working partnerships with IT teams and external partners to coordinate problem resolution for operational issues, and analyze root cause issues to address underlying infrastructure problems.
• Approach problem solving by understanding the current state, conducting root problem analysis, solution identification, and then planning implementation and delivery activities.
• Develop “as is” and “to be” diagrams to visually represent challenges, risks, and opportunities for improvements.
