Enterprise Command Center Engineer Associate

• Actively monitors, responds and takes ownership of infrastructure events.
• Utilizes infrastructure monitoring tools, procedures and methods to identify, isolate and remediate issues where possible associated with, but not limited to Windows, Linux, AIX, Network, Storage and Data Center infrastructure.
• Acts as a central point of contact for infrastructure issues.
• Communicates with the Service Desk and other IT staff to provide issue resolution in a prompt manner.
• Dispatches Tier 1 staff for equipment failure/repair.
• Escalates to Tier 3 staff or vendors for advanced troubleshooting assistance.
• Initiates contact with Incident Command and participate in Major Impact events.
• Verifies normal service after repairs are made.
• Documents and closes tickets.
• Where capable, performs infrastructure device and management application upgrades and patches.
• Schedules Infrastructure Change Management (ICM) activities.
• Determines ICM risk and escalates to Change Advisor Board (CAB) for approval.
• Participates in CAB meetings as required.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

*Relevant experience may be a combination of related work experience and degree obtained (Associate’s Degree = 2 years; Bachelor’s Degree = 4 years).