Talent Solutions

Overview:

Converge is seeking a talented and well-rounded Operations Administrator to join our Managed Solutions Center team in Lexington, KY. The Converge Enterprise Cloud (CEC) Operation Administrator will be responsible for assisting the Director of Operations and the greater CEC staff, including development of our ITSM solution and other automation tools.  This individual will also be responsible for population and improvement of our CMDB, tracking and maintaining HW/SW licensing, customer implementations, and coordinating disaster recovery testing. There will be a blend between technical knowledge and understanding of the environments and the statistical realities of a multi-tenant and multi-vendor datacenter implementation. Additionally, this resource will assist with activities related to the management of the Lexington Data Center.

 

Responsibilities:

• Assist the Director of Operations with all aspects of Operational Management on a day to day basis, including analysis of metrics, development of reports, and related tasks
• Follow-up with all engineers and team leads to address ticket status and project information
• Assist with operational escalations and customer support issues
• Coordinate Recovery on Demand product lifecycle, including oversight of DR exercises
• Assist with new customer on-boarding and Turnover to Operations
• Assist with improvement of the corporate ITSM Solution
• Management and maintenance of the CMDB, Ticketing, Change Management, and Problem Management activities
• Develop a standard process for housing CEC Process Documents, implement, and communicate to the teams
• Develop, implement, and maintain Documentation Repository for CEC/On Premise teams
• Monitor capacity management tool/process once fully implemented
• Capture, track, maintain, and understand all pertinent information for software licenses and their use in the data cetners (VMware, Microsoft, RHEL, Trend, Etc.)

• Assist with maintaining support of assets and internal asset management

• Work with 3^rd party vendors to ensure adherence to contractual obligations and objectives, SLA's, SLO's, and related goals
• Assist with delivery management for customers, including billing, disaster recovery, and contract renewals where applicable
• Monitoring of DC devices
• Dispatch &/or escort for third-party staff who maintain DC equipment
• Schedule work activities at our off-site location in Chicago
• Key management for all areas of the Lexington building
• Data destruction
• Monitoring alarm systems and addressing issues as they arise

 

Professional Development Opportunities:

• Project Manager
• Operations Engineer
• Service Delivery Manager

 

 

Success Characteristics:

• Honest, Enthusiastic, Respectful, takes Ownership, achieves excellence, and consistently delivers quality service to team members and customers alike
• Team player, flexible, adaptable, responsible, punctual, proactive, and self-sufficient
• Affinity for and successful experience with small to medium size business environments
• Ability to adapt and thrive in a constantly changing work environment

 

Qualifications:

• 3+ years of direct, on-the-job experience with network and computer systems, preferably in a multi-tenant environment (Managed Services experience preferred)
• Knowledge of Support Desk Software with awareness of ITIL Service Desk process
• Time management and organizational skills

• Strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people
• Demonstrated commitment to continuous learning and personal development

Desired:

• ITIL Foundations or related certifications
• Experience with coding/scripting
• Experience with ITSM tools such as Cherwell, Service Now, etc.

 

NOTE: This job description is not intended to be all-inclusive. This position may perform other related duties as requested to meet the ongoing needs of the organization.