Data Center Operations Specialist

The Brooklyn Hospital Center; New York (NY); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

The Brooklyn Hospital Center is seeking a Data Center Operations professional to support over 3,000 end-users at the Brooklyn Hospital center and remote sites. This role focuses on backend systems, including servers and networks, serving as the escalation point for the Service Desk and TELV teams.

You will own incidents end-to-end per ITIL, manage server and network tasks, participate in IT projects, and uphold the hospital's Service Excellence Standards.

Qualifications

• Demonstrates ITIL methodology for incident handling and problem resolution.
• Ability to troubleshoot using ITIL and document steps clearly.
• Strong knowledge of Windows Server 2012/2016/2019 and Active Directory; Linux is a plus.
• Experience with ServiceNow or equivalent ITIL ticketing system.
• Familiarity with remote support tools (e.g., Bomgar, WebEx).
• Understanding of Cisco IP VoIP systems or equivalent.

Responsabilités

• Own incidents from initial report to final resolution per SLA and ITIL procedures.
• Document issues and resolutions; update knowledge base for future incidents.
• Coordinate with 3rd party vendors for server/network issues and escalation.
• Perform server administration tasks including troubleshooting, permissions, and application issues.
• Manage network tasks including load balancers, switches, and routers; support Cisco UCS and related equipment.

Connaissances

ITIL

Networking basics

Windows/macOS/iOS proficiency

Remote support

Documentation & writing

Formation

Bachelor's degree in IT or related field

Outils

Cisco Nexus switches

Cisco Catalyst switches

PowerShell

VMware

Citrix

Description du poste

Job Description

Job Description

Summary

The Data Center Operations (DCO) role is to provide support for over 3,000 end-users at the Brooklyn Hospital center including remote site. The Data Center Operations is primarily responsible for backend related functions (e.g. network and servers) serving as the point of contact for the Service Desk Analyst (SDA) team, Telecommunication Voice (TELV) team, and other various IT related teams in backend related issues and escalation. While primarily working on backend system, the DCO roles support the SDA and TELV teams during IT projects that other ongoing problems.

Reports & Manager: Sr. Manager, Datacenter and Network Operations

Primary Responsibilities

• Incident ownership from start to the resolution of issues assigned to the Data Center Operations queue following the hospitals Service Level Agreements (SLA) and ITIL procedures established, including, but not limited to working on the issues end to end, documenting the issue fully from the initial troubleshooting steps to the final resolution, creating and/or modifying knowledge base articles that will speed up resolution for future incidents, working with 3rd parties/vendor support to solve issues, and follow all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Server administration tasks to include, but not limited to, troubleshooting server issues, permission issues, application issues, database issues, building, testing, modifying, decommissioning, scoping, and working with 3rd party vendors with servers located on The Brooklyn Hospital Data Center. As the escalation point the DCO will own the case until a resolution is found including document the issue for future issues, and following all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Network administration tasks include, but not limited to, load balancers, switch operations, router operations, servers operations (e.g. Cisco UCS Operations and other types of servers) using only authorized tools and applications/services to solve network related issues, and following all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Participate in The Brooklyn Hospital Center Information department related projects in addition to other duties that they may be assigned in accordance with The Brooklyn Hospital Information department guidelines alone and/or as part of a team, and following all other additional procedures authorized by the Brooklyn Hospital Information Technology department.
• Supporting the Service Desk Analyst Team, Telecommunications Voice Team, and other IT-based teams for backend related issues from their own Incident queue that gets escalated from normal standard operating procedures.

Minimum Job Requirements

• Ability to work independently and/or as a team.
• Demonstrates the ability to troubleshoot using ITIL methodology and also out-of-the-box thinking.
• Advanced knowledge of the operating systems of Windows 10, Windows 11, Apple iPhone, Apple iPad, and/or Mac OSX.
• Advanced Knowledge of Windows Server 2012/2016/2019 with a focus on Windows Active Directory, Ubuntu Linux OS (nice to have).
• Working knowledge of Cisco Networking Equipment, including, but not limited to Cisco Catalyst and Nexus switches, Cisco software solutions of Cisco Prime, Cisco Stealth watch, Cisco ISE, and/or Cisco AMP or equivalent software.
• Ability to understand VMware related products and/or Citrix related produces and/or Microsoft related productions that are both end user based and server-based solutions or hardware.
• Ability to learn new systems independently and/or part of training sessions and/or part of knowledge base articles provided by the Brooklyn Hospital Information Technology Department.
• ServiceNow platform or equivalent ITIL ticketing system use.
• Remote Support Tools including by not limited to Bomgar, WebEx, and other equivalent tools that are authorized by the Brooklyn Hospital Information Technology department.
• Understanding of Cisco IP VoIP systems or equivalent IP VoIP based systems
• Basic creation knowledge of PowerShell and batch file scripting
• Excellent writing and oral skills in English.
• Ability to demonstrate, Adheres to, and promotes The Brooklyn Hospital Center’s Service Excellence Standards
• Exerting up to 100lbs of force semi-occasionally, and/or in excess of 50lbs frequently, and/or in excess of 20lbs of force constantly to move objects with reasonable accommodations.
• Valid driver’s license in order to travel to potential remote locations as part of the Brooklyn Hospital network or the ability to travel using public transit system
• To be ability to work a standard shift, weekend, night time work, and/or irregular hour shifts for projects and other functions that might not happen during normal business hours.
• Expected to respond to network and server related incidents at night time on a rotating schedule with other members as the escalations point of contact.

Education

• Bachelor’s degree in an IT-related field or higher degree, and/or
• Combination of relevant work experience (see below) and Certifications (see below)

Work Experience

• Minimum of five (5) years of relevant/equivalent work experience

Certifications

• CCNA or higher, either valid or within 2 years of it being expired, and/or
• VMware/Citrix (Server or End User Management track), either valid or wishing 3 years of it being expired

Special Notes

• Ability to pass a compressive employment verification, background investigation, and medical tests, as designed by the Brooklyn Hospital Human Resources department prior to starting.
• The offer letter is given to prospective employees, and then once the or above checks out with Human resources, employees are expected to start right away.

Potential Exposers

• Exposure to Hazardous Materials such as – wastes, dusts, gases, fumes, cold environments.

Company Description

The Brooklyn Hospital Center provides access to quality health care. TBHC is committed to service excellence and superior patient experience.