Lead IT Support Analyst, Data Center Ops Data Center Operations

In addition to the responsibilities listed below, this senior individual contributor is also responsible for leading off-site media storage by controlling and tracking media; maintaining proper media transport and/or receipt procedures; maintaining proper Hard Disk Drive (HDD) erasure, degaussing, and destruction procedures; and providing local data center asset tracking and reporting for hardware assets from receipt through initial install. Additionally, this job will be responsible for providing mid-level support for raised floor incident resolution (e.g., physical equipment and power distribution monitoring, etc.), and ensuring that employees, contractors, vendors, and visitors accessing the national data centers and associated IT areas are accounted for, trained, and authorized as appropriate.

This position is also responsible for identifying data center business continuity services, support, and implementation requirements. This position is a member of the data center Building Emergency Response Team (BERT) and provides Data Center continuity planning; developing formal communications and training regarding Data Center business continuity implementation plans. This includes developing emergency evacuation documentation, conducting testing, and performing training.

• Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.


• Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.


• Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).


• Resolves highly complex problems and provides support to others.


• Supports and assists with troubleshooting efforts in conjunction with customer to identify highly complex problems.


• Assists with efforts to analyze and prioritize incoming requests and alerts.


• Identifies highly complex problems and escalates to senior staff for prioritization.


• Follows procedures for incident escalation and notification to leadership.


• Follows and facilitates the development of standard operating procedures.


• Facilitates the tracking and development of documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.


• Facilitates efforts to meet key performance indicators (e.g., performance, availability, capacity).


• Supports and assists with the documentation of workarounds for problem records and changes to proactive processes.


• Reviews information and supports the compilation of information (e.g., procedures, installation, configuration) related to new technology.


• Facilitates the knowledge repository for highly complex technical support.


• Supports and assists with the execution of disaster recovery and business continuity processes and events.