Operations Infrastructure Support
The Client Enterprise Operations Center is seeking a qualified individual to provide Operations/Infrastructure Support and Eyes on Glass monitoring in our Bethlehem, PA Operations Center.
The successful candidate will provide timely and effective 2nd Level Infrastructure Support on multiple infrastructure/products related to all aspects of Client's business.
This is NOT a Help Desk end user support role.
This is a technical operations role working as a bridge between Help Desk Associates, Infrastructure Engineers and Production Support teams.
For the most part, the issues being managed have the potential to impact many Clients or Associates.
Support and monitoring actions are specifically focused on preventing and/or resolving outages.
The major tasks for which this person will be responsible:
Monitor the Service Now (GSC) ticket queue for incoming incidents and requests and resolve or escalate these tickets Monitor the Zenoss Monitoring and Alerting Dashboard and apply Standard Operating Procedures (SOPs) to respond to alerts/warnings and fix them Identify reporting alert trends or non-actionable alerts Escalate to 3rd level support team as directed Monitor BSM (synthetic transactions) to confirm a green state for applications Participate in bridge calls as needed to help resolve system outages and restore services to users and Client partners Update the GSC cases he/she takes with notes on the progress and resolution of the case Create Knowledgebase entries to educate and help coworkers as directed by senior members of the team Suggest defects and product/infrastructure enhancements to improve stability Perform Incident and Problem management based on ITIL principles We are extremely focused on understanding ultimate root cause for any incidents/alerts we manage.
We believe in using incidents as a catalyst for continuous improvement.
The successful candidate will report to an EOC Lead who will monitor performance and provide guidance as needed.
This Lead will be the focal point for daily issues regarding actual support tasks.
If the Lead is unavailable, alternate escalation guidance will be suggested.
Work Hours:
8 hours per day, 5 days per week, or 12 hours per day 3 days per week depending on our needs.
The shifts can vary across a 24-hour clock.
Shifts may be changed every four months to vary work days.
The EOC is open 7 days per week and requires on-site coverage 24/7.
Candidates should be available to start working as soon as possible.
After a period of training and familiarization with our tools and processes, we may allow alterations to work schedules, provided our coverage needs are met.
There is a possibility of travel within the continental United States for training purposes.
The candidate must be willing to travel and able to travel.
The trips may be up to two times per year for up to several days per visit (but probably far less).
Technical Skills and Experience Required/Preferred:
Citrix skills including familiarity with Director Console and Studio Console Microsoft Windows Active Directory (AD) Users and Computers administration Management of locked accounts using Splunk to diagnose the cause of lockouts Experience performing large scale OS Patching for Windows and Linux environements Unix/Linux/Windows skills Basic understanding of networking topics/troubleshooting VMWare Cisco UCS Familiarity with AWS including:
AWS Core Services, Terraform, Security Groups, Jenkins SSL Certificate management creation/renewal - public/private key knowledge Basic scripting via PowerShell or Unix Shell scripting The soft skills of the successful candidate will include the following:
Excellent written and spoken English language skills with an ability to speak loudly and clearly Excellent client-service skills (communication, ownership, follow-up, etc.
) A get things done attitude with a willingness to speak up and give opinions, answers and guidance without, necessarily, being specificaly asked to do so Ability to explain difficult concepts in clear, easily understood terms Experience providing support on infrastructure as opposed to how to questions on applications Comfortable with crisis situations that require quick thinking, problem definition and diagnosis skills Ability to speak confidently with Developers and Engineers A natural intellectual curiosity The desire to get to the root cause of issues and work to prevent recurrence The following workflow tools will be used throughout the work day:
Service Now Jakarta Microsoft Office or O365 Zenoss Skype BSM SharePoint Workday Princeton Information is one of the nation's top five privately-held IT consulting firms, in business since 1985.
Princeton Information services a clientele of primarily Fortune 500 companies nationwide.
With annual revenues over $120 million, Princeton Information operates across the US from multiple regional offices.
Our Commitment to Our Consultants As a privately held company, Princeton Information is solely committed to the success of clients and consultants - not to any shareholders.
PI's success is grounded in the relationships we build with our consultants.
We seek the best people; provide career path counseling; as well as the most challenging opportunities in business and in IT.
As part of its culture of loyalty and commitment to its consultants, Princeton Information is committed to doing all we can to ensure our consultants have the best possible search, placement and work experience possible.
Our Services Working with one Princeton Recruiter will gain you access to over 500 open requirements with the top clients in the US across all industries (finance, insurance, pharmaceutical, commercial, telecom, media, manufacturing) nationwide.
Our local recruiters have in-depth knowledge of our clients and opportunities.
They will work with you to find you the best possible opportunities for you and your career.
Our Relationships Our relationships with our clients, as well as our consultants, are critical to our success! We have a robust sales organization that ensures that Princeton has the inside track on what attributes a person needs in order to be successfully placed and engaged at our clients.
We know the technical and non-technical skills that our clients are looking for and we ensure that you are educated about the client prior to your interview with them.
Princeton is committed to going above and beyond to ensure that each meeting you have with a client is a successful one!.
Estimated Salary: $20 to $28 per hour based on qualifications.
The successful candidate will provide timely and effective 2nd Level Infrastructure Support on multiple infrastructure/products related to all aspects of Client's business.
This is NOT a Help Desk end user support role.
This is a technical operations role working as a bridge between Help Desk Associates, Infrastructure Engineers and Production Support teams.
For the most part, the issues being managed have the potential to impact many Clients or Associates.
Support and monitoring actions are specifically focused on preventing and/or resolving outages.
The major tasks for which this person will be responsible:
Monitor the Service Now (GSC) ticket queue for incoming incidents and requests and resolve or escalate these tickets Monitor the Zenoss Monitoring and Alerting Dashboard and apply Standard Operating Procedures (SOPs) to respond to alerts/warnings and fix them Identify reporting alert trends or non-actionable alerts Escalate to 3rd level support team as directed Monitor BSM (synthetic transactions) to confirm a green state for applications Participate in bridge calls as needed to help resolve system outages and restore services to users and Client partners Update the GSC cases he/she takes with notes on the progress and resolution of the case Create Knowledgebase entries to educate and help coworkers as directed by senior members of the team Suggest defects and product/infrastructure enhancements to improve stability Perform Incident and Problem management based on ITIL principles We are extremely focused on understanding ultimate root cause for any incidents/alerts we manage.
We believe in using incidents as a catalyst for continuous improvement.
The successful candidate will report to an EOC Lead who will monitor performance and provide guidance as needed.
This Lead will be the focal point for daily issues regarding actual support tasks.
If the Lead is unavailable, alternate escalation guidance will be suggested.
Work Hours:
8 hours per day, 5 days per week, or 12 hours per day 3 days per week depending on our needs.
The shifts can vary across a 24-hour clock.
Shifts may be changed every four months to vary work days.
The EOC is open 7 days per week and requires on-site coverage 24/7.
Candidates should be available to start working as soon as possible.
After a period of training and familiarization with our tools and processes, we may allow alterations to work schedules, provided our coverage needs are met.
There is a possibility of travel within the continental United States for training purposes.
The candidate must be willing to travel and able to travel.
The trips may be up to two times per year for up to several days per visit (but probably far less).
Technical Skills and Experience Required/Preferred:
Citrix skills including familiarity with Director Console and Studio Console Microsoft Windows Active Directory (AD) Users and Computers administration Management of locked accounts using Splunk to diagnose the cause of lockouts Experience performing large scale OS Patching for Windows and Linux environements Unix/Linux/Windows skills Basic understanding of networking topics/troubleshooting VMWare Cisco UCS Familiarity with AWS including:
AWS Core Services, Terraform, Security Groups, Jenkins SSL Certificate management creation/renewal - public/private key knowledge Basic scripting via PowerShell or Unix Shell scripting The soft skills of the successful candidate will include the following:
Excellent written and spoken English language skills with an ability to speak loudly and clearly Excellent client-service skills (communication, ownership, follow-up, etc.
) A get things done attitude with a willingness to speak up and give opinions, answers and guidance without, necessarily, being specificaly asked to do so Ability to explain difficult concepts in clear, easily understood terms Experience providing support on infrastructure as opposed to how to questions on applications Comfortable with crisis situations that require quick thinking, problem definition and diagnosis skills Ability to speak confidently with Developers and Engineers A natural intellectual curiosity The desire to get to the root cause of issues and work to prevent recurrence The following workflow tools will be used throughout the work day:
Service Now Jakarta Microsoft Office or O365 Zenoss Skype BSM SharePoint Workday Princeton Information is one of the nation's top five privately-held IT consulting firms, in business since 1985.
Princeton Information services a clientele of primarily Fortune 500 companies nationwide.
With annual revenues over $120 million, Princeton Information operates across the US from multiple regional offices.
Our Commitment to Our Consultants As a privately held company, Princeton Information is solely committed to the success of clients and consultants - not to any shareholders.
PI's success is grounded in the relationships we build with our consultants.
We seek the best people; provide career path counseling; as well as the most challenging opportunities in business and in IT.
As part of its culture of loyalty and commitment to its consultants, Princeton Information is committed to doing all we can to ensure our consultants have the best possible search, placement and work experience possible.
Our Services Working with one Princeton Recruiter will gain you access to over 500 open requirements with the top clients in the US across all industries (finance, insurance, pharmaceutical, commercial, telecom, media, manufacturing) nationwide.
Our local recruiters have in-depth knowledge of our clients and opportunities.
They will work with you to find you the best possible opportunities for you and your career.
Our Relationships Our relationships with our clients, as well as our consultants, are critical to our success! We have a robust sales organization that ensures that Princeton has the inside track on what attributes a person needs in order to be successfully placed and engaged at our clients.
We know the technical and non-technical skills that our clients are looking for and we ensure that you are educated about the client prior to your interview with them.
Princeton is committed to going above and beyond to ensure that each meeting you have with a client is a successful one!.
Estimated Salary: $20 to $28 per hour based on qualifications.
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