The position is responsible for monitoring, troubleshooting and resolving critical Infrastructure issues 24 hours per day 7 days a week. These systems and components include but are not limited to; Network switches and routers, Microsoft core components such as Windows OS, Active Directory, Group Policy, Authentication, System Center Operations Manager for elevated monitoring and alerting, Exchange Mail, Citrix, Active Directory, File/User Servers, Share Point, Spectrum and DNS.
PRINCIPAL DUTIES AND RESPONSIBILITIES :
Monitor and operate control consoles of computer systems, network, facilities, and all attached peripheral equipment. Uses tools that SME's recommend to dive deeper into incident or problem management.
Optimizes system utilization by adjusting system resources in order to meet Service Level Agreements. Intermediate remediation and consult with SME to modify system resources to meet performance or availability goals.
Detects, analyzes and resolves routine computer production processing incidents / events. Advanced events, incidents, problems and consulting with SME for complicated situations.
Detects, troubleshoots, analyzes and resolves system alerts and incidents. Expert troubleshooting skills and able to address system alerts and customer incidents. When necessary consult with appropriate SME to get guidance on additional troubleshooting or remediation steps.
Coordinates scheduled and unscheduled system outages, upgrades. Perform basic on site go live assistance, back-out remediation, and HA Failovers.
Maintains system security authorizations and system accesses in order to maintain the operating system's integrity and protect proprietary information. Future: will perform change for system owner or grant admin rights to owner at time of change.
Researches the modifications required to accommodate the implementation of system upgrades. Uses any and all available resources from CCHS, Internet, Vendor and Manufacture forums.
Directs and coordinates the implementation of computer system upgrades in a timely manner. Active participant in upgrade, failover and go live activities.
Identifies and pursues opportunities for the continuing professional development of self to enable increased understanding of the various Christiana Care functions and how new information technology can be applied at Christiana Care. Uses critical infrastructure technology components and key systems to develop development plan for self then works with appropriate SME's to gain knowledge.
Interacts with team members and executives/management in a friendly, supportive and timely manner. Proactive when trends are noticed, and actively participate in service interruptions providing valuable troubleshooting and analysis from various monitoring tools.
Keeps abreast of all key critical technologies and educates (provides training for) others within the team.
Learns and applies the internal workings of computer system to the automation tools to effectively manage system resources, operations and processes across multiple platforms. Identify opportunities to create automation to reduce manual intervention for repetat operational work items.
Mentors and assists team members on new technology and methods of providing support. Looks for trends of alerts, incidents and problems to create mentoring opportunities with team members.
Monitors system performance and capacities, making recommendations toward optimizing system productivity. Investigates basic problems, malfunctions, and errors using all available expertise and assistance to determine corrective measures in a timely fashion in order to maintain a viable production environment. Respond to alarms and uses all available tools and resources to identify performance and capacity trends to eliminate incidents or problems.
Provides basic technical assistance, support, turnover training to maintain operational readiness. Provide on-site assistance to SME's, engineers and application owners
Uses leadership skills to foster a learning environment. Creates own self development plan
Addresses outdated and incorrect procedures and processes. Uses history and trend information to make recommendations to SME, then updates procedures and trains appropriate staff.
Assists the manager in other duties as assigned.
EDUCATION AND EXPERIENCE REQUIREMENTS :
Bachelor's degree in Accounting, Engineering, Computer Science or Business Administration or experience consistent with the Information Center Analyst job responsibilities.
One to two years of experience in Information Services.
Should be functioning without close supervision within a nine month period.
Internal Number: JR53998
About Christiana Care Health System
Christiana Care Health System is headquartered in Wilmington, Delaware and is one of the country's largest health care providers, ranking 21st in the nation for hospital admissions. Christiana Care is proudly a Nurse Magnet recognized institution. Christiana Care Health System is also one of the largest health care providers in the mid-Atlantic region, serving all of Delaware and portions of seven counties bordering the state in Pennsylvania, Maryland and New Jersey. A not-for-profit, non-sectarian health system, Christiana Care includes two hospitals with more than 1,100 patient beds, and is a major teaching hospital with two campuses. Christiana Care is continually recognized for excellence on a regional and national level. Our role in the community is expressed in the Christiana Care Way: "We serve our neighbors as respectful, expert, caring partners in their health. We do this by creating innovative, effective, affordable systems of care that our neighbors value."Christiana Care is a great place to work because we value diversity and recognize it to be a core part of our success. Because of the diversity of our employees, affiliated health professionals and volunteers, we are... positioned to meet the unique needs of our patients and community. We acknowledge and celebrate the uniqueness and talent of each employee. Because of our talented workforce we are able to provide a quality healthcare experience to our patients and community. We strive to create an inclusive environment in which individual diversity can be leveraged and thrive. Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.