Data Center Service Delivery Infrastructure Technical Analyst

Americas Data Center Service Delivery

The Americas Data Center Service Delivery (DCSD) team is the Data Center Site Management structure responsible for providing timely and cost-effective installation and maintenance services to Americas Data Centers. DCSD is responsible for implementing, maintaining, and re-engineering (as applicable) all distributed systems and LAN/WAN infrastructures in the Americas Data Centers. DCSD provides onsite, 7 x 24 second and third level support for the Americas Data Center operations infrastructure. They provide hands-on break/fix support to resolve infrastructure/operations problems escalated from the Enterprise Command Centers and/or System Administrators. DCSD is responsible for end-to-end management of all technical requests and for hands-on infrastructure support for all Americas Data Center disaster recovery tests and/or situations, which may include reassignment of resources to various recovery sites in the Americas.

Responsibilities:

• Installing/de-installing/relocating all distributed systems and network hardware (CSUs, DSUs, routers, switches, encryptors, firewalls, etc.) in the Americas Data Centers within the internal service level mandates
• Installing/de-installing /extending/relocating/testing all carrier circuits to the network hardware
• Installing/de-installing/relocating all patch cabling for systems and network hardware
• Installing/de-installing/relocating all Data Center hardware
• Assist with the coordination of cabinet power, circuit, and patch infrastructure installations w/various facilities, electrical and communications vendors
• Assist with the coordination of network component configurations
• Coordinate and Install SAN cabling infrastructure
• Managing network ports and assist with the management of all consumable items (cables, labels, tie wraps, rail kits, etc.)
• Maintaining the integrity of the data center facilities, systems and communications environments through general housekeeping and best operations practices
• Provide hands-on, break/fix level 2 support for the data center systems and communications environments.
• Coordinating and approving data center infrastructure change controls
• Ensuring compliance with data center standards, policies, and processes for all non-DCSD sponsored changes.
• Performing required compliance activities
• Producing network consumables updates and contributing to weekly management reports
• Coordinate activities in support of all projects and technical requests within the Americas Data Centers
• Manage CTI-approved third-party vendors in support of local/regional business service commitments and to assure adherence to Corporate and CTI standards.
• Provide clear and detailed turnover to next shift workers for continuity.
• Media Management duties including the following:
• Performing daily tape ejects to increase current day processing capacity.
• Monitoring of tape related console messages.
• Managing all daily ad-hoc tape/job requests and scratch activity.
• Managing all physical and electronic vaulting activity.
• Manage tape destruction process, ensuring all proper documentation has been recorded and approved.
• Monitoring scratch levels on display screens, on-line library web specialist or visually monitoring panel on libraries.
• Replacing any/all damaged media.
• Minor to moderate problem determination
• Monitoring of tape related console messages, working with the global command center and the on-site hardware teams.
• Performing daily health checks on all libraries including virtual subsystems, grid clusters, and error/exception system logs.
• Provide assistance when required to ensure that the highest level of customer satisfaction is maintained.
• Responding to automated trouble tickets and facilitating the necessary actions under the direction of the Global Command centers.
• Media liaison between the on-site hardware teams and the on-site CE's.
• Initiating, scheduling, coordinating, and approving media management sponsored change controls.
• Supporting all physical off-site vaulting activities.
• Managing all physical media movement and ensuring all movement is recorded and tracked accordingly.
• Manage tape destruction process, ensuring all proper documentation has been recorded and approved.
• Ensure destruction procedures are followed.
• Supporting all site and application specific disaster recovery/COB tests/exercises.
• Responsible in following best practices and processes in degaussing and wiping of all hard drives.
• Performs random audit checks and sampling.
• Remain current with all global procedures and provide input when appropriate.
• Participates in projects relating to tape/media.
• Assisting in supporting all reconciliation and QA efforts including Year End, Physical Inventory, Vertices. Hard-drive inventory levels, other duties as assigned by management.

Qualifications:

• 3+ years of experience in the implementation, maintenance and analysis of data center facilities, hardware, communications infrastructure, strategies, tools, and effective troubleshooting techniques.
• Basic background on enterprise data center facilities and infrastructure environments such as PDUs, RPPs, network and SAN infrastructures.
• In depth knowledge on complex, Enterprise class inter-networked environments involving a combination of switched/routed/shared Ethernet, TwinAx (100GigE, 25GigE,10GigE, GigE, 100M, and 10M), token ring, SAN, and wide area connectivity.
• Strong knowledge of WAN technologies (OC-x, DS-x), subnetting and TCP/IP protocol a must.
• Excellent communication and writing skills a must.
• Knowledge of trouble ticketing systems, change control, Project processes and associated tools.
• Logical problem- solving techniques and associated experience in system, data center facilities, and telecommunications.
• Experience with project management. Financial Services industry knowledge a plus.

Education:

Bachelor's/University degree or equivalent experience