IT Operations Center Technician I

6 months ago

Bengaluru, India Paychex IT Solutions India Full time

**EOE STATEMENT**
- We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

**ABOUT THE ORGANIZATION**
- Paychex, Inc. (NASDAQ: PAYX) is a leading provider of integrated human capital management solutions for payroll, benefits, human resources, and insurance services.- Industry expertise since 1971
- 730,000+ clients in the U.S. and Northern Europe
- Pays 1 in 12 U.S. private sector employees
- Largest HR company for small to medium-sized businesses
- Product development company having products for payroll, benefits, and HR.

**DESCRIPTION**

In a supervised 24/7 Operations Center, executes daily processing schedules for payroll branches and Corporate business units. Monitors the Paychex network of servers, components, switches, routers, backups, and associated hardware using a variety of established software tools. Responds to system issues and alerts for defined business services. Initiates problem tickets to Enterprise Support and third level technical teams and performs documented troubleshooting steps.

Monitors automated job scheduler to identify abnormal job completion and to ensure the success of daily, monthly, and quarter end processing jobs for branches and Corporate business units. Follows documented procedures for consistent resolution of issues.

Executes routine processing jobs utilizing menu options to create encrypted media files for federal, state and local taxing agencies.

Monitors system backups using various backup technologies to ensure critical system data is recoverable.

Performs basic troubleshooting of the event condition to resolve alerts using various software tools and documentation.

Works with Enterprise Support and 3rd Level teams to manage incident and problem tickets to ensure timely resolution of issues.

Prepares backup tapes for offsite storage utilizing media scanning software to ensure availability of tapes for system and data recovery.

**CATEGORY**
- PD&IT

**JOB REQUIRMENTS**

**E**ducation**:
Bachelor's Degree in Computer related discipline

**Required relevant experience**:
Applicant should have experience in monitoring and processing tools.

Applicant must be able to work a variety of shifts in a 24/7 operation.

Applicant should have experience in IT Operations.

**Technical skills**:
1-3 years of experience in 1 or more of the following roles:

- Operations Center Technician or Engineer (NOC, SOC, or similar)
- Level 2 (or higher) Technical Support Professional
- Managed Service Provider roles

Have a basic understanding of the ITIL Framework, such as but not limited to:

- Incident Management
- Change Management

1-3 years of experience with an enterprise-class network monitoring system, preferably but not limited to:

- Nagios
- Solarwinds
- Datadog
- App Dynamics
- Splunk
- Big Panda

1-3 years of experience with an industry-recognized ticketing system, preferably but not limited to:

- ServiceNow
- JIRA
- Salesforce

1-3 years of experience with a professional communications platform, such as but not limited to:
Slack
- Microsoft Teams
- WebEx

**Soft skills**:

- Must be able to work a variety of shifts in a 24x7x365 operation
- Must be well versed in working independently and as part of a team
- Be presentable during work hours to participate in webcam-enabled meetings
- Attention to detail, quality of work and the ability to enter thorough notes into each ticket are very important skills to possess
- Should have good communication skills, both verbal and written, to engage in vocal discussion with staff from all levels
- Must be able to follow written directions from knowledge base articles to troubleshoot alerts from our monitoring system
- Should have familiarity with hosting or conducting conference calls that could include engineers and management staff. Being able to take timelines of incident events is not required but would be a plus
- English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
- Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Speaking - Talking to others to convey information effectively.
- Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
- Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

*

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