CTPL / IT Operations Support Engineer– Infrastructure

General Overview:
IT Operations Support Engineer – Infrastructure is part of a team focused on organization’s Public facing and Internal IT Systems. This person will take care of the day-to-day operations of the Public facing and Internal IT Systems with primary focus on Hardware, Virtualization and Storage.
Responsibilities
Provide ongoing technical support for the Public facing and Internal IT technologies current and future. Understand and utilize the defined change control procedures, installation instructions and support request instructions
1. Respond to escalations of incidents from the Global Service Desk
2. Escalate incidents to service/application vendor as needed for timely resolution
3. Ensure the established monitoring alerts are responded to in a timely manner to ensure for system quality availability, security, performance and failures
4. Break down any outages or quality issues to root causes and prevent recurrences by addressing root causes
5. Evaluate trends in incidents or any potential issues within the environment and develop plans to fix any problems when identified
6. Create and document SOP’s for all IT activities including implementation and support in the scope of this role
7. Participate in On Call and after hours maintenance activities
8. Engage in and work through major incidents (Sev1, Sev2, Sev3) 
9. Operational availability and scalability of Hardware, Virtualization systems including time to resolution and root cause remediation
10. Meet individual and team deliverables/objectives for new and existing projects
11. Technical mentoring of team members for area of focus
12. Maintain knowledge base, SOP’s, and documentation including inventory and schematic diagrams
Required Qualification:-
1. Minimum of 6 Years Information Systems/Technology experience
2. 3+ years Virtualization with VMWare
3. 3+ years Storage Engineering with EqualLogic/NetApp
4. 3+ years HP Blades/IBM Server
5. Experience working in an e-commerce environment
6. Prior experience supporting IT infrastructure for financial and ERP applications
7. System administration experience with Microsoft Server and Linux OS
8. Excellent oral and written communications skills
9. Strong research, analytical and conceptual skills
10. Strong team player that values the importance of the success of their overall group
11. Demonstrated success in complex problem solving environments
12. Bachelor’s degree in Computer Science, Information Technology, or equivalent experience