Production Control Technician 1/2

This is a multi-level posting. Candidates may be considered for any of the posted levels, depending on their level of experience and depth of experience.

The production control technician provides advanced infrastructure support of Novell, Windows, Unix and mainframe servers, databases, applications, hardware and software, telecommunications, peripherals and data center environments.

Responsible for the identification and resolution of service-level problems and mission-critical tasks by helping to resolve technical problems for information technology systems.

Under general supervision, work at a high level of all enterprise operations phases; client/server (physical and virtual servers), mainframe, networking, telecommunications, using independent judgment in matters of significance and technical complexity.

Provide effective first-tier and some second-tier problem recognition, to ensure continuous, uninterrupted service, by troubleshooting, isolation, resolution and self-directed analysis to restore service affecting MEC information technology infrastructure.

Monitor, and manage batch processing jobs utilizing automated scheduling software in mainframe and open systems environments.

Investigate and work closely with EOC analyst 2/3, applications and/or technical support staff, in the event errors require corrective actions to be taken.

Participate in the recommendation of automation and scheduling solutions to meet infrastructures needs.

Administer, procure, configure, and assist in installing voice and data equipment such as phones, voice mail and UPS hardware.

Confer with internal and external technical support staff including vendors and carriers when necessary to work on affected hardware, software, and associated peripheral devices including voice and data circuits.

Assist in handling business related emergencies (REAC) and information technology emergency operations.

Provide services for disaster recovery, data restoration, server decommissioning, server hardware replacement and data center tape management.

Provide after-hours incident management and security administration services and support for the technology resource center.

Develop and maintain operational documentation.

Maintain accurate incident and service request records, utilizing the service management tool, to accurately describe work being performed and meet compliance requirements.

Act as the technical liaison support between other information technology groups and the technology resource center.

Perform any additional responsibilities as requested or assigned.

Bachelor's degree in computer science, information technology or related field or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor's degree.)

A minimum of two years additional directly related technical experience is required.

Current Microsoft certified systems engineer or ability to obtain certification within six months of hire, or equivalent experience.

For Production Control Tech 2: Three years of experience in a technology enterprise operations center role.

Knowledge and experience working with HP OpenView, VitalNet, SIM, MOM, NNM and other monitoring systems preferred.

Knowledge and experience working with client/server, voice and data network, mainframe z/OS and applications environments.

Experience as level 2 help desk support would be considered acceptable.

Basic knowledge of Control M/EM software or other similar automated scheduling software.

Basic knowledge of MS Windows, Novell, SQL, Unix, CISCO (voice and data) working environments.

Strong knowledge of information technology terminology, equipment, systems, functions and major vendors.

Strong oral and written communication skills.

Strong analytical, problem-solving and decision-making skills.

Ability to prioritize and handle multiple tasks and projects concurrently.

Availability to work any shift including holidays in a 24/7, 365-day work environment.

Employees must be able to perform the essential functions of the position, with or without an accommodation.

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.