System Administrator 3-it

**Responsibilities**
- Accountable for end to end Incident Management Lifecycle
- Act in the role of an Incident Commander to facilitate high-severity incident triage
- Ensure that high-severity incidents achieve the necessary cross-functional engagement to drive them to resolution in a timely fashion
- Participate in on-call rotation for Incident Commander role for after hours and weekends
- Participate in regular review of open Incidents and evaluate if technical resolution groups teams are remediating incidents in a timely and effective manner
- Drive the use of incident metrics and perform a first-level analysis of incident data to gain insights as to service performance and patterns of emerging issues
- Run regular Incident Review meetings with Cloud Operations cross-functional teams
- Provide focus for the meetings in order to maximize benefit and respect the valuable time of the cross-functional representatives who attend
- Provide oversight for Operation Engineer Performance
- Act as a contact point for the Global Operation Center management for investigation of issues regarding process or performance
- Perform Incident Analysis
- Analyze incidents using an interview-based approach to extract deep learnings from incidents allowing the organization s knowledge to grow as a result
- Engage with cross-functional Engineering Teams to ensure that Incident follow-up (forensic) activities are happening in a timely fashion (as governed by our published internal processes)
- Periodically review engagement/follow-through of cross-functional teams to ensure forward progress is being made
- Global Service Center Service on-boarding and documentation
- Act as a facilitator for on-boarding of new services to the Cloud SOC
- Conduct meetings with cross-functional teams to educate them and act as their mentor through the on-boarding process

**Minimum Qualifications**
- 6-8 years of experience in a similar operations function within a high availability (HA), 24x7, mission critical operations environment.
- Bachelor s degree in computer science or a related technology field or equivalent experience
- Superior verbal and written communications skills, including leading phone meetings related to mission-critical incident triage
- Ability to participate in an on-call rotation for the Incident Commander role including off-hours and weekends
- Must be process-oriented, energetic and an analytical thinker
- Solid understanding of ITIL Methodology, Incident management process and workflow, Change and Release Management, infrastructure services, with exposure to Linux and Windows Servers
- Understanding of concepts and technologies such as, but not limited to: cloud computing, server clusters, high availability network configurations, DNS, SMTP, NTP, NAS, HTTP, Storage technologies (SAN, NAS, Block Storage, Object Storage) and Database concepts.Able to assimilate knowledge of new systems quickly and be adaptable

**Preferred Qualifications**
- 6-8 years of experience in a similar operations function within a high availability (HA), 24x7, mission critical operations environment
- Experience with Jira, Confluence and Service Now
- Knowledge of incident analysis practices
- System administration experience on both Linux and Windows servers
- Experience administering Server Infrastructure & instances, and network infrastructure (switches, routers, firewalls, etc.)Experience creating and maintaining Operational Reports

Career Level - IC3
- Accountable for end to end Incident Management Lifecycle
- Act in the role of an Incident Commander to facilitate high-severity incident triage
- Ensure that high-severity incidents achieve the necessary cross-functional engagement to drive them to resolution in a timely fashion
- Participate in on-call rotation for Incident Commander role for after hours and weekends
- Participate in regular review of open Incidents and evaluate if technical resolution groups teams are remediating incidents in a timely and effective manner
- Drive the use of incident metrics and perform a first-level analysis of incident data to gain insights as to service performance and patterns of emerging issues
- Run regular Incident Review meetings with Cloud Operations cross-functional teams
- Provide focus for the meetings in order to maximize benefit and respect the valuable time of the cross-functional representatives who attend
- Provide oversight for Operation Engineer Performance
- Act as a contact point for the Global Operation Center management for investigation of issues regarding process or performance
- Perform Incident Analysis
- Analyze incidents using an interview-based approach to extract deep learnings from incidents allowing the organization s knowledge to grow as a result
- Engage with cross-functional Engineering Teams to ensure that Incident follow-up (forensic) activities are happening in a timely fashion (as governed by our published internal processes)
- Periodically review engagement/follow-thr