IT Support & Operations Consultant III, Data Center Operations

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

• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; following procedures and policies, and applying data and resources to support projects or initiatives; collaborating with others, often cross-functionally, to solve business problems; supporting the completion of priorities, deadlines, and expectations; communicating progress and information; identifying and recommending ways to address improvement opportunities when possible; and escalating  issues or risks as appropriate.


• Pursues self-development and effective relationships with others by sharing resources, information, and knowledge with coworkers and customers; listening, responding to, and seeking performance feedback; acknowledging strengths and weaknesses; assessing and responding to the needs of others; and adapting to and learning from change, difficulties, and feedback.


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


• Provides second level support to resolve 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 moderately complex problems and provides support to others.


• Follows procedures for incident escalation and notification to leadership.


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


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


• Supports and assists with tracking and develops documentation by entering details of problems, status of service requests, and resolutions into the company tracking system.


• Supports and assists 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.


• Follows, supports, and assists in the development of standard operating procedures.


• Provides knowledge repository for moderately complex technical support.


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


• Provides after hours on call support for moderately complex issues.


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