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Company is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Company are asked to email: ___@___(apply_to_show_email)
Under the direction of the IT Operations Manager, maintains schedules and supports all IBM Power Systems/Operations, Windows environments, and Data Warehouse/Data Mart to ensure accuracy and completeness of all assigned operational tasks and procedures. Supports both voice and data availability throughout the ABC footprint. Provide operations support in the form of system monitoring, problem escalation, Tier 1 problem resolution, off-shift Service Desk support, execution of backups, basic system administration, execution of jobs and incident management that will meet system availability standards, service level/security commitments, and meet overall business requirements. Create and process CDs for Company customers, and correspondent bank customers.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated’s anonymous Ethics Hotline.
Key Result Areas
Workflow & Efficiency Analysis
Other Personal Development
Ensure the accuracy and completeness of all assigned operational procedures. This also includes monitoring of the production Backups, infrastructure, application performance, data/voice availability, ATM availability, security alerting, file transfer, batch scheduling, and storage (SAN) health. Look for opportunities to improve monitoring efficiencies. Assists with generating and maintaining customer profile information within the file transfers system.
Maintain an up to date daily job schedule and file transfer health for all IBM on Power Systems, Windows operations, UNIX, and Data warehouse/DataMart at Company Service Center.
Coordinate computer operational activities with departments/Tier II staff and resolve any issues that may occur.
Assess the specifics of a problem and find a resolution. Notify appropriate technical sources when assistance is needed. All high and critical priority cases are escalated to management through timely management alert pages. Also, corresponding concise and accurate summaries known as “DOC”s are written and submitted in a timely manner for reporting in the Daily Operations Call.
Maintain all backup tape inventories.
Develop a close relationship with the ITS Technical Service Desk to manage incident and problem resolution including generating incident tickets when issues arise. Track all incident calls/tickets to ensure timely repair of the issue. Follow up with customer on each and every incident to ensure issue is resolved to their satisfaction. Performs all Service Desk functions when necessary (either during the time the Technical Service Desk is not staffed or when assisting them during high call volume situations).
Continually monitor the WAN utilizing monitoring tools and to report exceptions. Escalate to tier II, conditions outside of normal parameters. Basic level problem analysis and data collection relative to the incident will be required.
Create and process CDs for Company customers, correspondent bank customers and customers of correspondent banks on demand in a timely manner.
Works assigned hours along with covering additional hours due to staffing requirements.
Associate's Degree or equivalent combination of education and experience Computer Information Systems or business related discipline, Required
Less than 2 years Information Technology, experience in operating IBM on Power Systems computer systems , Required
3-5 years Information Technology, successful training in IBM on Power Systems and work experience in a data center, Preferred
Verbal Communication , Advanced
Written Communication , Intermediate
Operate Office Equipment ,
Other: Attention to detail, Advanced
Mathematical , Intermediate
Microsoft Office , Beginner
Other: Level 1 understanding and knowledge of many of the following technologies:
Microsoft Active Directory.
Microsoft Productions such as SCCM, SQL, Exchange, SCOM, Windows 2008/2012 operating systems, Cluster services.
Hardware devices such as servers, desktops, LCD's, printers, laptops.
Storage Area Networks (SAN), Direct Attached Storage (DAS), Network Attached Storage (NAS).
Virtualization technologies (ESX, VMWare, Microsoft Typer-V, App-V).
Licenses and Certifications
Other IBM Certification (Technical Diploma or Associate’s Degree, or IBM Certification, or equivalent experience in information systems.) within 1 year, Required
General Physical Condition
Moderate physical activity; routine handling of objects of 21-50 pounds or continuous standing, walking, keyboard, or CRT work (at least 80% of time) OR periods of moderate discomfort due to noise and/or other adverse conditions.
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