ITCM Consultant

As a Senior Technical Operations Associate, you will assume critical day-to-day responsibilities which include developing support utilities and applications for managing services configurations, addressing client/vendor/internal escalated requests for assistance, engaging with implementation teams on the build-out of applications. Must have overall understanding of DevOps and fundamental multi-tier application support. Rotating on-call, project participation, and business continuity support for the Cash and Logistics products, Assist and develop scripting alerts to monitor production systems, respond to and troubleshoot escalated incidents. Must have excellent communication skills, as the role may interfaces with clients, vendors, and business partners.

Essential Job Responsibilities

CA Server Automation which includes CA ITCM – need knowledge with in using the CA tool.

Experience with Windows systems troubleshooting within non-production and production multi-tier environments.

24x7 on call support of applications on a rotating basis and participate in resolution of escalated incidents.

• Create application monitoring scripts and automate alerts that can inform of problems in logs files.
• Recommend performance and infrastructure capacity improvements as well as enhancements to existing macros and utilities in use.
• Point of escalation accountable for diagnosing and resolving customer impacting issues.

Review turnover artifacts to ensure completion prior to executing production installs.

Participate in assigned projects representing the support organization, communicate status, issues, and delivery risks.

Support applications that support the Managed Services ATM fleet and Cash and Logistics.

Perform coordination of cross-functional departments to identify project issues, monitor action items and follow-up to ensure resolutions.

Participate in Patch deployment scheduling and grouping of deployments. Individual will validate systems are operating as they should after a Patching process has completed. Will work with release management when required. Document install defects and assign severity to the problem that occurs and work with various teams to determine root cause.

Ensure monitoring alerts and system events are risk assessed, prioritized, and worked aggressively.

Maintain and/or create technical support documentation, and work with resources to assume the same.

Good verbal and written communication skills to be used for creation and updating standard operating procedures.

Must be able to operate in a team environment and be able to effectively communicate and work with team members globally.

Basic Qualifications for Consideration:

Education: Bachelor’s degree in Computer Science/Information Systems, or equivalent

5+ years of IT experience in a technical production support role with background in Windows Systems Administration and/or Windows development. ATM application knowledge is a plus.

CA Server Automation which includes CA ITCM

Hands-on knowledge of writing SQL for Oracle or SQL Server

Solid experience scripting in PowerShell

Microsoft Desktop Services, Virtual Services

Experienced in Agile and DevOps environments and cultures.

Certifications: Knowledge of ITIL production support best practices

ATM knowledge and strong knowledge of Microsoft Office Suite

Knowledge of Splunk and ExtraHop

Basic knowledge of Linux a plus

Knowledge of Azure a plus