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IT Operations Center Engineer

1 month ago

Bathurst, Canada Sound Transit Full time

Salary range is $65k to $150k, with a midpoint of $105k . New hires typically receive between minimum and midpoint, however, we may go slightly higher based on experience, internal equity and market.

Sound Transit also offers a competitivebenefits packagewith a wide range of offerings, including:

  • Health Benefits: We offer two choices of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including a spouse or domestic partner.
  • Long-Term Disability and Life Insurance.
  • Employee Assistance Program.
  • Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
  • Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
  • Parental Leave: 12 weeks of parental leave for new parents.
  • Pet Insurance.
  • ORCA Card: All full-time employees will receive an ORCA card at no cost.
  • Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
  • Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.

GENERAL PURPOSE:

Under general direction of the ITOC Manager, performs as a senior professional level in planning, developing, and implementing the Agency's Information Technology (IT) infrastructure architecture and design; recommends and implements technology and processes to improve system uptime. Develops and implements documentation standards for the Agency's monitoring tools. Troubleshoots escalated, severity infrastructure issues. Mentors and leads less experienced ITOC engineer and operations staff.

ESSENTIAL FUNCTIONS:

The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.

  • The ITOC (Monitoring) Engineer is responsible for implementing, maintaining, and monitoring the company’s monitoring infrastructure which includes SolarWinds products, and Site 24X7.
  • Additionally, the monitoring engineer will assist implementing, and maintaining the company’s server and storage infrastructure which includes: Windows Server, VMWare, SAN storage, and third-party applications.
  • The Monitoring Engineer is expected to configure, maintain and monitor SolarWinds Monitoring (or equivalent tool) environments.
  • Deliver off-the-shelf and customized SolarWinds (or equivalent tool) installations and configurations
  • Configure and maintain reliable operation of IT environments including server virtualization, hardware, systems & applications.
  • Support Disaster Recovery (DR) activities.
  • Install, configure, support and optimize servers, storage, and server based third party applications.
  • Monitor performance of servers and storage to ensure optimal performance.
  • Participate in system analysis and integration planning related to on premise infrastructure.
  • Participate in mapping out future server infrastructure needs and roadmap for upcoming years.
  • Create concise and thorough documentation, including case notes, client communications, as-built documentation, and knowledge base articles for internal and external consumption.
  • Support and enforce best practices for information security.
  • Assess new server and storage technology, technical specifications, and configurations for compatibility and support.
  • Act as subject matter expert for audit, DR test, and penetration test support and remediation for the ITOC.
  • Devise action plans and assist with implementation of server and storage upgrades.
  • Perform storage and server data backup and migration.
  • Update documentation and procedures as needed for deployment and support.
  • Level 2/3 IT Support and troubleshooting.
  • Participate in assigned after hour’s maintenance tasks.
  • Participate in an on-call rotation for critical system and storage alerts.
  • Participate in a backup rotation to cover primary 2nd/3rd shift ITOC supervisor when needed.
  • Perform on-call duties as needed.
  • Participates in monthly and/or quarterly meetings with vendors on their product road maps in the development of hardware and software standards.
  • Provides support to the department on matters as directed; serves as staff on a variety of committees; prepares and presents staff reports and other necessary correspondence; attends and participates in professional group meetings.
  • Maintains awareness of new trends and developments in the fields related to area of assignment; incorporates new developments as appropriate.
  • Ensures processes, policies, and practices are interpreted and applied consistently and effectively; ensures accountability and compliance with all current and applicable state and federal laws, Agency policies and procedures, rules and regulations.
  • Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
  • Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
  • It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
  • It is the responsibility of all employees to integrate sustainability into everyday business practices.
  • Other duties as assigned.

MINIMUM QUALIFICATIONS:

Education and Experience: Bachelor’s degree in Information Technology, Computer Science, Business Management Information Systems, or closely related field andfour years of experience in information technology monitoring/operations systems in a distributed enterprise production environment that includes experience implementing, configuring, and maintaining advanced/complex technology including MS operating systems, anti-virus solutions, and desktop management tools; Or an equivalent combination of education and experience.

Required Knowledge and Skills:

  • Active Directory, group policy, LDAP, WINS, DNS, DHCP, and Windows Server.
  • Must have hands on experience building and administering SolarWinds systems or equivalent monitoring tools.
  • Experience with SolarWinds (or equivalent tool) designing, creating, and supporting monitoring dashboards and alerting schedules to provide reporting and status information to various levels of users.
  • Experience with hands-on server, network administration and monitoring for medium to large businesses.
  • Experience with industry-standard monitoring technologies (SNMP, WMI, API, scripts, agent-based, remote polling), with the proven capability to implement and support complex environments.
  • Experience in high availability system configuration, troubleshooting, and performance optimization.
  • Demonstrated knowledge of systems monitoring concepts.
  • Demonstrated advanced troubleshooting skills.
  • Solid understanding of MS Windows Server OS administration, roles, and troubleshooting.
  • Knowledge of computer networking concepts and protocols, and network security methodologies.
  • Competent technical skills and solid understanding of systems administration, Windows, VMware, SolarWinds Orion platform (or equivalent monitoring tool), and enterprise storage concepts.
  • Strong customer service skills with a focus on delivering the best outcome for the business and customers.
  • Strong written and verbal communication skills with experience providing technical training to application administrators and end-users Ability to work a flexible schedule with occasional travel
  • Self-driven, with effective time management skills.
  • Service Desk tracking systems, e.g. MS Service Center, Remedy, ServiceNow.
  • Principles of business letter writing and basic report preparation.
  • English usage, spelling, grammar, and punctuation.
  • Modern office procedures, methods, and equipment including computers and computer applications such as word processing, spreadsheets, and statistical databases.
  • Leading process improvement efforts, implementing process changes, and improving productivity through process improvement.
  • Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the general public.
  • Interpreting and administering policies and procedures sufficient to administer, discuss, resolve, and explain them to staff and other constituencies.
  • Development and use of scripting languages include VB and Power Shell.
  • Use of process improvement frameworks, e.g. ITIL, COBIT, MOF.
  • Identifying, troubleshooting, and resolving the most difficult computer hardware, software, network, and peripheral problems; coordinating solutions with outside vendors, users, and information technology staff.
  • Providing support in developing, integrating, testing, and evaluating local and wide area networks and integrating new technologies with existing technologies.
  • Installing, configuring, upgrading, and maintaining desktop computer hardware, software, and peripherals.
  • Demonstrating use and operation of desktop and network systems for Agency computer users.
  • Responding to user requests and providing effective customer service using clear communication skills.
  • Managing projects and making decisions in fast-paced, difficult environments.
  • Responding to inquiries and in effective oral and written communication.
  • Researching, analyzing, and evaluating new service delivery methods and techniques.
  • Working cooperatively with other departments, Agency officials, and outside agencies.

Preferred Licenses and Certifications:

  • ITIL v3 or ITIL v4 Foundations
  • CCNA
  • SolarWinds Certified Professional
  • Security+
  • Network+

Physical Demands / Work Environment:

  • Work is performed in a standard hybrid office environment.
  • Position is required to be on-call for assistance during major incidents and/or when the system experiences failure scenarios or unknown issues.
  • The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.

Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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