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UC OFFICE OF THE PRESIDENT
At the University of California (UC), your contributions make a difference. A world leader producing Nobel and Pulitzer prize recipients with over 150 years of groundbreaking research transforming the world. Choose a career where you can leverage your knowledge, skills and aspirations to inspire and support some of the greatest minds in the world, and those who will follow in their footsteps. Working at the University of California is being part of a unique institution, and a vibrant and diverse community. At the University of California, Office of the President, we propel our mission through impactful work locally, in government centers and systemwide. We are passionate people, serving the greater good.
The University of California, one of the largest and most acclaimed institutions of higher learning in the world, is dedicated to excellence in teaching, research and public service. The University of California Office of the President is the headquarters to the 10 campuses, five medical centers and three national laboratories and enrolls premier students from California, the nation and the world. Learn more about the UC Office of the President
We deliver data and technology services and, through collaboration with partners, transform the role of Information Technology to advance the UC mission.
This professional monitors and analyzes all production computer systems, network systems, applications and ancillary equipment in accordance with established procedures, policies, production schedules and Service Level Agreements (SLAs). This may include Mainframe, Open Systems (*nix, Windows) network equipment, monitoring tools and consoles, payroll systems and cloud hosted solutions. Resolves or escalates problems related to hardware, systems software and application software failures and malfunctions, based on evaluation and analysis of situation or data. Must demonstrate the ability to monitor, manage and analyze batch processing via Control-M job scheduling system or similar, evaluate error codes and take corrective action or initiate escalation procedures. Continuous updating of event logs and ticketing system to ensure seamless shift turnover. Requires independent action, initiative and independence to resolve issues under limited supervision. Participates as an active shift member and contributor of a 24x7x365 operations team. Will be an integral member of a diverse 10-person team.
Monitor all production systems according to established policies and service level agreements (SLAs). Perform nightly payroll batch monitoring. Provide 1st level support, analysis and resolution and/or escalate to 2nd level as needed. Facilitate major incidents in coordination with Severity-1 incident managers. Clearly document and record events in turnover logs and ticketing system.
Utilize job scheduling software to execute, actively monitor, manage and analyze jobs and/or business workflows to successful completion. Communicate outages and batch status reports. Manage production job failures. Modify nightly batch jobs as needed. Create and/or update turnover logs and ticketing system when jobs or workflows fail or will not meet SLAs.
Handle incoming call response times to within 5 minutes. Perform continuous analysis of existing triage documentation and workflow processes, identify efficiency improvements and update as appropriate. Perform level 1 support duties as required to aid application, infrastructure and/or security teams. Prepare turnover and status reports. Actively participate in shift turnover process, verbally and/or physically as required
Solid operational knowledge of various software products utilized in computer applications, and/or various peripherals and applicable hardware.
Strong client service orientation, sound judgment, decision-making, critical thinking, interpersonal and problem solving skills to resolve, escalate or follow up on varied and complex problems
Effective verbal and written communication skills with technical and non-technical users.
Solid ability to utilize written and/or online documentation to diagnose complex problems.
Strong ability to write technical documentation in a clear and concise manner.
Solid ability to lead, mentor and train less experienced team members.
Self-motivated and ability to work independently and as part of a team. Demonstrates problem-solving skills. Ability to learn effectively and meet deadlines.
Solid ability to troubleshoot most sensitive and/or complex operational issues and problems and maintain confidential information in a professional manner.
Strong operational knowledge of production control, job scheduling and system problem identification.
Strong operational knowledge of Mainframe Sysplex, hardware, data storage, backup/restore, operating systems, database and/or application concepts and technologies.
General working general of Unix/Linux systems with the ability to diagnose server processor, memory and disk space resources issues. Working knowledge of RACF and/or Linux account password administration
Operational knowledge of FTP management, AD account management, SSL certificate management, Windows system patching and validation, and AWS account management.
Knowledge of AWS product offerings and services as they relate to production control and monitoring.
Bachelor's degree in related area Associates degree in computer sciences or related area and/or equivalent experience/training and / or equivalent experience / training.
Minimum of 5 years of IT Operations experience and/or Production Control experience
N/AAWS Certified Cloud Practitioner
Must pass a background check. Due to the nature of a 24-hour Operations Center, working schedule may vary. This position plays a critical role as part of a 10-person operations team. Multiple teams will work across a 24-hour period to ensure continuous support availability.
SALARY AND BENEFITS
Salary: commensurate with experience
Benefits: For information on the comprehensive benefits package offered by the University visit: Benefits of Belonging
HOW TO APPLY
Please be prepared to attach a cover letter and resume with your application.
APPLICATION REVIEW DATE
The first review date for this job is January 26, 2021
Smoke Free Work Environment: The University of California, Office of the President, is smoke & tobacco-free as of January 1, 2014. UC Smoke & Tobacco Free Policy
The University of California, Office of the President, is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status. EEO/AA Employer UC Nondiscrimination Policy
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About University of California Office of the President
The Office of the President is the systemwide headquarters of the University of California, managing its fiscal and business operations and supporting the academic and research missions across its campuses, labs and medical centers.