Fidelis Care New York

Systems Operator 2

Department:

Reports to: Team Lead,

System Operations Band: None Division: I.T.

Job Code: Salary/wage Grade: E Status: Exempt

Labor Type: Full Time

Position Summary:

The Network Operations 2 position is responsible for assisting in the day-to-day support

and incident coordination of Fidelis back-office systems. Responsibilities include:

monitor all back office systems and scheduled jobs to ensure they are performing as

expected; perform level troubleshooting when necessary; facilitate communication

between Help Desk, End User Community and back office IT; assist in the creation and

standardization of all documentation.

Technical/Functional Expectations:

30% 1. Support and

Maintenance:

Perform system and network administration tasks necessary

to support day-to-day operations; monitor, report on and

support production systems and networks using proprietary

and third-party tools; work cross-functionality to provide post

implementation support for all deliverables in the context of a

24x7x365 organization.

30% 2. Troubleshooting &

Escalation:

Perform L1 troubleshooting incident management on back

office infrastructure environment; create, assign or escalate

incident tickets to proper entities; work within the pre-

defined SLA matrix.

20% 3. Administration: Monitor all production incident tickets; maintain a working

knowledge of all applications, processes and systems; utilize

and maintain documentation outlining all systems and

services.

20% 4. Communications: Interact with Customer Support, Network Infrastructure and

other technical organizations; identify report required

modifications to procedures, technology systems and security

settings to long-term system stability, optimization and

security; ensure problem resolution is properly recorded in all

incident tickets; attend meetings on items inbound to the data

center to help determine impacts on existing systems/jobs

and help plan release efforts; collaborates extensively with

the database, enterprise scheduling, and infrastructure teams

to provide consistency and confirm standards are being

followed; communicates technical problems in a clear and

knowledgeable manner to various teams.

5. Other duties as

required:

Performs other tasks in order to contribute to the team effort.

Behavioral Competencies:

1. Analyzing: Able to break down problems and information in order to

systematically identify the cause of problems or make

recommendations; gather information from multiple sources;

analyze complex information; organize information for analysis.

2. Verbal

Communication:

Able to clearly express ideas, information, or concerns with the

spoken word; present verbal information in a straightforward

manner; ask questions in order to open channels of communication;

listen to understand perspective of others.

3. Customer

Service:

Able to anticipate and respond to customer's needs, concerns, or

questions in order to meet or exceed their expectations; help

evaluate needs and options; show care and concern to demonstrate

customer importance and value.

4. Team Work: Able to cooperate to build consensus; able to assist others to

achieve team goals; participate in meetings so they are productive;

take on extra work to meet team objectives.

5. Deal with

Ambiguity:

Able to maintain composure and handle frequent job changes or

unexpected disruptions; work with conflicting, delayed, or unclear

information; remain effective when faced with change and

uncertainty.

Business Experience:

1. Network Operations

Center:

3 to 6 years of experience working in Network Operations

Center in a medium to large organization

2. Help Desk: 3 to 6 years of experience working with various Service

Desk Help Desk ticketing systems

3. Job Scheduling

Software:

3 to 6 years of experience working with job scheduling

software.

4. Network Monitoring: 1 to 3 years of experience with network monitoring tools.

5. Scripting/Automation: 1 to 3 years of experience with scripting/automation tools

Educational and Experience Requirements:

1. AA/AS - Associates Degree or related experience required.

2. Certification: ITIL v2+ Foundations preferred.