H&R Block Senior NOC Specialist in Kansas City, Missouri
Senior NOC Specialist
The Senior NOC Specialist provides leadership to the Data Center Operations team and works with Infrastructure Engineering, Software Engineering and Administrator functions to facilitate the completion of all operational, physical capacity, physical security and media management tasks within the Data Center environment.
Acts as liaison between the Data Center Manager and the Data Center Operations staff. Assists in the supervision and/or personally supervises computer operations activities, evaluates, coordinates, schedules and prioritizes technical support activities.
The Senior NOC Specialist scope of involvement typically includes troubleshooting all of the following:
Networks and data communication,
Server and/or desktop systems,
Storage and data management solutions,
Application management and support.
Data media libraries and software.
Data Center facilities environmental equipment
This position provides technical support and recommendations as needed to supplement Infrastructure Engineering, Software Engineering and Administrator functions. Provides support as required for technical support escalation, operational logistics, incident and problem resolution services resulting in deployments with optimal Mean Time to Restore (MTTR) and Mean Time Between Failure (MTBF) characteristics.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Participate in the leadership of daily activities of the Data Center Operations Team.
Provide timely and consistent communication on overall systems status and operational issues as required by support and customer groups.
Assure quality workmanship is performed by utilizing industry best practices and following H&R Block corporate standards and guidelines. Ensures accuracy and integrity of data, systems and facilities by maintaining adherence to policy and procedures.
Perform and/or assist in swift fault isolation and rigorous problem resolution management by following prescribed troubleshooting practices.
Support the execution of and reporting on backup and recovery services.
Provide efficient and effective project assistance to the internal and external H&R Block user community.
Provide operational guidance and support on applicable hardware and software solutions /issues to customer groups as well as junior members of the team.
Participate in the development of and maintain security, contingency and system documentation of systems including diagrams, schema logical and physical layouts.
Facilitates/coordinates planning efforts and approval of system runs by monitoring workflow between end users and I/S groups. Schedules/prioritizes/assigns work to ensure timely production. Reschedules work to accommodate special requests as required.
Monitors systems performance and assists with network management in a heterogeneous computing environment, including CPU's from a variety of hardware manufacturers with multiple Operating Systems.
Assists in coordinating and guiding the Data Center Operations Team production workflows, procedures and processes.
Review and maintain current documentation and develop written procedures for new processes.
Evaluates, identifies, and monitors production processing windows for best optimization. Develops, coordinates and implements approved production scheduling changes, remove obsolete jobs, and ensures compliance with existing corporate guidelines.
Investigates and ensures resolution of production processing problems for batch and on-line services, including applications.
Assists in software package installs/upgrades and testing of software packages. Maintains the third-party software media and ensures the media is stored according to procedures.
Participates/assists in Disaster Recovery activities.
Maintains and documents various master code file changes, appropriate logs and records ensuring accuracy and integrity.
(AS400Requirement) Provides end user support for normal and special processing needs. Monitors various transmissions from field locations and other business partners. Supports field by troubleshooting line, modem and system problems as needed.
(AS400Requirement) Ensures timeliness and accuracy of reports. Reviews/recommends enhancements and/or changes as needed. Monitors/maintains appropriate print queue management, both centralized and remote. Identifies and corrects problems.
(AS400Requirement) Provides training for both current and new Operators. Provides assistance and direction to other Computer Operators. Assists with on-call coverage, attends meetings in Operations Supervisor's absence and reports outcomes.
(AS400 Requirement) Acts as Operations Team representative to the Configuration Management Board (CMB). Attends CMB/Morning meetings and reports back to Operations Manager and Operation Team.
Performs related duties as assigned.
Strong self-management skills including, organization, time management and prioritization.
Practical experience with process documentation tools and methods.
Proven application of quality assurance techniques and protocols.
Experience with technology implementation and management methodologies.
Degree in Computer Science or equivalent through a combination of education and work experience.
Six years experience in a position requiring IT technical problem solving skills.
Analytical ability, including, capacity planning, operations methodology, and error detection and resolution techniques.
Good oral, written and interpersonal communication skills as well as customer service skills.
Customer interface skills including problem solving, conflict resolution and team building.
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