Sr. Specialist, Service Support (SD)

Your opportunity

Under general supervision, this position participates in the technical administration of server systems, as well as being a point of contact for our internal customers and assists with monitoring enterprise wide alerts, as well as performing work within ITO’s incident, problem, and change queues. 

What you do:
The primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks or responsibilities will be documented in the incumbents' performance objectives as outlined by the incumbents' immediate supervisor or manager.

•    Alert monitoring, triaging and recording incidents, participating in service recovery events, and handling incoming calls and

      tickets from business partners. Provides support for routine production problems that have been escalated to the command

      center and/or technicians.  Evaluates issues and escalates to senior technicians, engineers and/or the vendor as

      appropriate. Tracks the status of the issue and provides updates to stakeholders as required. Updates internal ticketing     

      systems as required.
•    Provides support for routine production problems that have been escalated to the command center and/or technicians.
•    Evaluates issues and escalates to senior technicians, engineers and/or the vendor as appropriate. Tracks the status of the

      issue and provides updates to stakeholders as required. Updates internal ticketing systems as required.
•    Build productive internal/external working relationships with peer and above-level positions to ensure tasks are completed. 
•    Completes work assignments based on departmental priorities and system criticality, under general instruction from senior

      administrators.
•    Execute server change tickets to which a Data Center resource is assigned.
•    Maintains and increases technical knowledge by attending training activities and establishing personal networks.
•    Performs other duties as assigned or apparent.

What you have

•    3-5 years of experience in a large data center environment (1000+ servers).

•    1 year of Schwab technology domain experience gained as a current or recent contractor or employee
•    Applies specialized knowledge and understanding of server operating systems as normally obtained through years of       

      experience in a large server-based data center environment.
•    Specialized knowledge with managing technology in remote environments and working in a 24x7/high availability datacenter

      environment.
•    Experience working with load balancers (HSE, CSM, Netscaler) to add or remove specific servers and/or service ports from

      load balance under supervision of a senior staff member.
•    Is comfortable with most aspects of UNIX/Windows Server systems administration; for example, configuration of mail

      systems, system installation and configuration, printing systems, fundamentals of security, installing third-party software.
•    A solid understanding of a UNIX or Windows Server-based operating system; understands paging and swapping, inter-             process communication, devices and what device drivers do, file system concepts ("inode", "superblock").
•    Familiarity with fundamental networking/distributed computing environment concepts; can configure NFS and NIS, can use        nslookup or dig to check information in DNS, understands basic routing concepts.
•    Ability to write scripts in some administrative language (Tk, Perl, a shell).
•    Use of monitoring system (Managed Objects) to acknowledge, investigate, close, or escalate alerts.
•    Use of ticketing system (BMC Remedy) to create, document, escalate, and re-assign tickets.
•    Able to perform administrative tasks such as paging out to business partners, transcribing technical conference calls, and 

      answering calls from phone queue.
•    Must possess the ability to prioritize and perform multiple tasks simultaneously.
•    May be called upon to assist with an outage and or event to restore services.