Computer Oper Tech Analyst

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Location: Burlington, MA
Job ID: 164333-1A
Date Posted: Feb 8, 2021
Category: Information Services

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Job Description

Welcome To

Welcome to Shared Services, our team uses a coordinated approach to delivering administrative and operational services across Lahey. Our Shared Services colleagues leverage resources across the organization to ensure we provide high-quality, high-value care to the communities we proudly serve.  The Shared Services team includes colleagues who focus on business and network development, legal services, facilities and real estate, human resources, information technology, finance, philanthropy and marketing and communications.

 

About the Job

 

This technical position plays a role in monitoring, reporting and escalation of issues that arise in the critical infrastructure in all Data Centers and associated rooms both in Burlington and four remote sites.  

The technician will monitor the environment for alerts and alarms generated from monitoring software such as Sitescan, Alber battery monitoring and Solar Winds.  Some of these alerts may also come in through Remedy tickets. The technician will be responsible for paging the on-call staff when necessary and have the ability to communicate the issue that is being reported.

The technician will perform health checks in the Data Center, UPS room and G11 closets checking for error conditions and recording of the temperature and power usage.

 

The Data Center Operations team will be operating at the 29 Mall Road Burlington MA location. The team will collectively provide 24x7x365 coverage. In addition the team will be responsible for issuing high alert notification; paging on-call staff when necessary and coordinating responses to service disruptions with the Operations staff and systems owners.  

Essential Duties & Responsibilities including but not limited to: 
  • Proactively monitor the systems and monitoring software and logs defined as part of the portfolio of services

  • Respond to alerts/alarms according to Standard Operating Procedures

  • Oversee the initiation of  high alert pages, developing, managing and  maintaining the high event procedures and policies

  • Monitor mission critical environments.  Server room , Telecommunication room and UPS room

  • Monitor Intermapper and alert network support if incidents are not acknowledged within the SLA.

  • Open problem tickets via remedy software to report incidents and assign to appropriate  groups

  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

  • Answer  all calls with a professional tone and Clarify the customer's issues and concerns

  • Determine the best solution based on the issue and details provided by customers

  • Process  DC Access forms for all Vendors requiring access to the Data Center

  • Engage Vendors when  issues arise that require remediation

Education: 
  • Bachelor's Degree in computer science or related field. In lieu of a degree, 4+ years of experience in a 24X7 NOC, service desk, or service operations group 
Experience:
  • Experience working in a 24X7 shift environment with a flexibility to work diverse schedules

  • Prior experience in some monitoring tools such as  Solar Winds

  • Prior experience working in a mission-critical environment

Skills, Knowledge & Abilities:
  • Familiarity with Windows servers in a production environment
  • Experience with Change Management and escalation methodologies
  • Effective interpersonal skills (written and oral)
  • Must be self-motivated and willing to learn
  • Ability to work independently and collaboratively
  • Strong analytical and problem solving skills
 

 

About Us

Beth Israel Lahey Health is an integrated system providing patients with better care wherever they are. Care informed by world-class research and education. We are doctors and nurses, technicians and social workers, innovators and educators, and so many others. All with a shared vision for what healthcare can and should be. We are committed to attracting, developing and retaining top talent. We strive to create a diverse and inclusive workplace that reflects the communities in which we work and serve. With a team approach to care, we encourage learning and growth at all levels and offer competitive salaries and benefits.

Equal Opportunity Employer/Minorities/Females/Disabled/Veterans.