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ITSM Service Automation Operations Support- Core Technology Infrastructure

Charlotte, North Carolina;

Job Description:

Position Summary:

ITSM Service Automation Operations

Responsible for level 2 operational support of multiple IT infrastructure applications and environments including end user support. Provide hands on technical expertise to resolve service availability issues within defined SLA. May lead and coordinate cross team efforts to determine root cause analysis, and permanent resolution of defects and system issues. Work in a team environment to plan and implement software and hardware changes and resolve defects. May participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission.

Responsibilities:

• Respond to Incidents opened for application functional or availability issues.

• Use advanced technical knowledge to triage service availability issues and provide service restoral within defined SLA.

• Implement workarounds and preventive measures to reduce service impact until permanent resolution.

• Research and resolve system defects, lead root cause analysis, and drive permanent resolution.

• Ensure appropriate monitoring is in place and recommend monitoring changes.

• Lead and coordinate with other internal and external support groups and vendors.

• Participate in 24x7 on-call support rotation.

• Follow Incident, Problem, and Change management process.

• Implement application configuration changes or deploy application code changes.

• Participate in software release implementation meetings.

• Participate in or coordinate maintenance activities.

• Be a subject matter expert for supported applications.

• Prepare and update documentation.

• May develop management jobs, automation routines, or deployment scripts.

• May install and configure enterprise system software.

• Perform other assigned tasks required for day to day operational support.

• Work hours will vary based on business needs.

Required Skills:

• Minimum of 5+ years in a hands on Production and on-call support role.

• Technical experience includes UNIX/Linux, Windows, Perl/shell scripting, and SQL scripting.

• Strong problem solving with ability to triage and resolve issues quickly.

• ITIL knowledge including Incident Management, Request Management, and Problem Management

• Ability to communicate effectively with people of varying degrees of technical expertise.

• Proactive in identifying, escalating, and addressing issues and risks.

• Be passionate about application support and working in a team environment to solve problems.

Desired Skills:

• Experience supporting BMC Remedy AR server.

• Experience with application debugging within Oracle.

• Hands on experience using SPLUNK.

• Ability to create technical documentation.

• Ability to facilitate meetings and discussions.

• Experience with automation development with BMC Bladelogic Server Automation.

• Knowledge of RedHat OpenShift, Python, RestAPI, Ansible, TLS Certificates, Autosys, Tableau.

• Desire for continuous learning.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Position Summary:

ITSM Service Automation Operations

Responsible for level 2 operational support of multiple IT infrastructure applications and environments including end user support. Provide hands on technical expertise to resolve service availability issues within defined SLA. May lead and coordinate cross team efforts to determine root cause analysis, and permanent resolution of defects and system issues. Work in a team environment to plan and implement software and hardware changes and resolve defects. May participate in various phases of the application lifecycle including plan, server build and software installation, release implementation, continuous improvement, and decommission.

Responsibilities:

• Respond to Incidents opened for application functional or availability issues.

• Use advanced technical knowledge to triage service availability issues and provide service restoral within defined SLA.

• Implement workarounds and preventive measures to reduce service impact until permanent resolution.

• Research and resolve system defects, lead root cause analysis, and drive permanent resolution.

• Ensure appropriate monitoring is in place and recommend monitoring changes.

• Lead and coordinate with other internal and external support groups and vendors.

• Participate in 24x7 on-call support rotation.

• Follow Incident, Problem, and Change management process.

• Implement application configuration changes or deploy application code changes.

• Participate in software release implementation meetings.

• Participate in or coordinate maintenance activities.

• Be a subject matter expert for supported applications.

• Prepare and update documentation.

• May develop management jobs, automation routines, or deployment scripts.

• May install and configure enterprise system software.

• Perform other assigned tasks required for day to day operational support.

• Work hours will vary based on business needs.

Required Skills:

• Minimum of 5+ years in a hands on Production and on-call support role.

• Technical experience includes UNIX/Linux, Windows, Perl/shell scripting, and SQL scripting.

• Strong problem solving with ability to triage and resolve issues quickly.

• ITIL knowledge including Incident Management, Request Management, and Problem Management

• Ability to communicate effectively with people of varying degrees of technical expertise.

• Proactive in identifying, escalating, and addressing issues and risks.

• Be passionate about application support and working in a team environment to solve problems.

Desired Skills:

• Experience supporting BMC Remedy AR server.

• Experience with application debugging within Oracle.

• Hands on experience using SPLUNK.

• Ability to create technical documentation.

• Ability to facilitate meetings and discussions.

• Experience with automation development with BMC Bladelogic Server Automation.

• Knowledge of RedHat OpenShift, Python, RestAPI, Ansible, TLS Certificates, Autosys, Tableau.

• Desire for continuous learning.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21072357

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Kathleen Jones-Griffith

Referral Bonus:

0