Performance Reporting Specialist

Role Purpose

The Administrator IT Infrastructure Administration responds to real-time alert for device health, application health, stability, and performance, this includes outage and degraded performance incidents/problems. The Administrator IT Infrastructure Administration contributes to the continuous improvement of infrastructure monitoring systems while maintaining a set of standards and fix violations. The Administrator IT Infrastructure Administration is an experienced individual contributor on a project/work team.

Key Accountabilities

• Maintain infrastructure devices including performing OS/Hardware/Virtual Machine upgrades, physical replacement, standards compliance and vulnerability research/mitigation.
• Proactively monitor infrastructure resource utilization and maintain capacity management planning.
• Compile statistics and build reports on network/application performance.
• Expected to give guidance on infrastructure configuration management standards.
• Perform scheduled/planned and emergency approved change implementation and validations
• Participate in the Post Outage Review process researching documentation around major incident with root cause analysis, follow up activities and lessons learned.
• Develop and maintain operational procedure documentation and infrastructure diagrams.
• Expected to work directly with engineering teams for advanced troubleshooting/research on incident resolution and small project implementations.
• Serves as an escalation point for tier 2 support for complex solution resolution and responsible for root cause analysis (may involve some on call responsibilities). Document/track/manage issues and resolutions.
• Contact vendors and other 3rd party businesses for trouble/ticket reporting.
• Coordinate with infrastructure resources (network, systems, storage, database) to implement changes including building configurations.
• Coordinates the continuous improve infrastructure monitoring systems. Adjust and add proactive alerts and statistics.
• Identify application/Database/ infrastructure components with opportunity for improvement and escalate as appropriate.
• Participate in interviewing and onboarding of new staff. Expected to help train and improve new employee troubleshooting skill-set.

Key Skills & Experiences

Education –

Bachelor's in a relevant field of work or an equivalent combination of education and work related experience.

Experience –

• Typically a minimum of 7+ years of progressive work related experience with demonstrated proficiency in multiple disciplines, technologies, or processes related to the position.

Technical Skills and Knowledge -

• Advanced knowledge and experience maintaining, upgrading, and configuring infrastructure systems/devices.
• Advanced knowledge and experience with application and network monitoring / visualization tools.
• Advanced knowledge and experience using network/server packet capture tools (sniffer, wireshark, tcp-dump) or Java Thread/Heap dump capture methods.
• Advanced experience with relevant programming / scripting and source code management tools.
• Detailed proficiency with multiple modern operating systems, systems integration, API-driven automation and advanced scripting experience.
• Demonstrated analytical and problem solving skills with ability to correlate cross-platform technologies.
• Infrastructure/Operating System command line experience including (not limited to) GUI.
• Familiarity with the software development life cycle from conception through implementation.

Hot Skills –

• Container Technologies (e.g. Docker, Kubernetes)
• Virtualization (e.g. VMware vSphere, KVM)
• Operating Systems (e.g. Linux, Windows, IOS)
• Systems/Storage (e.g. Cisco UCS, EMC VNX)
• Converged/Hyper-converged infrastructure (e.g. VCE vBlock, Nutanix)
• Cisco routing/switching
• Orchestration / Automation Experience (e.g. DevOps and Agile practices)
• Configuration management (e.g. Chef)
• Load Balance Technologies (e.g. F5)
• ELK (Elastic) log management
• Voice technologies (e.g. Genesys, IVR, CTI integration, Chat and automated response)
• Call recording platforms (e.g. Verint)
• Server management platform (e.g. Jira, Service Now)

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.