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Skillset: Software Tool Support - TA
Deployment Role: Unix Remote Server Execution
Description: Will work 3rd shift with a Sunday -Thursday work week - 12:00 am to 8:15 am (Central Time) at Command Center West in Phoenix, Arizona and need to be shift/day flexible
Incident Management component monitors the generated alerts to determine the status of the infrastructure and applications that are used by client employees and customers.
This area helps facilitate the recovery of the applications and infrastructure should an outage occur. Once alerted, they use a number of tools to gather diagnostic and then recover. The Command Center is staffed 7 x 24 x 365.
The UNIX Server SDA Team provides technical support for UNIX operating systems and hardware. The team is the primary point of contact to business partners for resolving UNIX related incidents, providing service restoration, troubleshooting system failures, and implementing UNIX hardware/software changes for the enterprise server environment remotely using Service Management Processes (SMP).
The UNIX Server SDA team provides 7X24 coverage (3 shift environment) and partners will other technical areas to resolve issues as needed. The team works with UNIX Hands-On Server team and/or appropriate vendors to resolve incidents; maintains server availability and stability; and provides input for improvement of team workflow. Other responsibilities may include serving as a technical subject matter expert on various projects; reviewing and creating knowledge items; and reviewing and creating team procedures and documentation.
Work for this skill is received via project requests, phone calls, and through SMP using Service Desk (incident, service calls, and work orders).
Knowledge of UNIX HP-UX or AIX or LINUX Operating Systems
Knowledge of RS6000, HP9000, HPDL380 servers desirable
Knowledge of Best/1, Wily Introscope, FSecure, and WSM desirable
High level understanding of State Farm’s network
Experience supporting and troubleshooting problems with the UNIX operating system
Knowledge to create, review and update KIs.
Ability to use service desk along with a basic understanding of OVO monitoring
Demonstrated ability in troubleshooting technical issues
Knowledge of JRA Environment infrastructure (Websphere) learning a plus
Excellent customer services skills, focused on service delivery and quality of work.
Strong written and oral communication skills. Knowledge of Service Management tools and processes.
Sound decision-making ability regarding matters of moderate to high complexity and importance.
Strong analytical and problem-solving skills to solve complex problems logically and systematically.
Self-motivated Knowledgeable of clients system infrastructure.
High technical aptitude and demonstrated commitment to technical skill development.
Ability and willingness to adapt to change.