Work with new users to determine the explicit CDI (hygiene/merge/purge) requirements, configuring business rules, performing data analysis, and reviewing the results with the delivery team and client.
Lead the design and implementation of global, cost effective, enterprise-class systems following ITIL/ITSM processes/practices, while maintaining compliance with all company policies, procedures and standards.
Provide shift and on-call incident and service request support for assigned Managed Hosting platforms which include Windows Server, LINUX, Storage, Networking and Virtual Environments.
Evaluate scope and impact of incidents and escalate as appropriate
Provide guidance for other team members regarding IT procedures and service delivery.
Investigate and document root cause analysis for incidents that result in a service disruption.
Planning, Coordinating and performing Change Management Activities.
Identify, plan and implement corrective actions within Problem Management.
Ensure that all solutions are aligned with IT standards and best practices.
Platform Ownership for specific technology. A Platform Owner is responsible for:
Determining and reporting on the availability of a specific platform
Monitoring and alerting – Ensure the primary functionality is properly monitored
Backups and Recovery – Ensure critical data is identified/protected and a recovery model is in place and periodically tested
Capacity management – Develop capacity models, measure utilization and establish and maintain forecasts
Develop maintenance plans and schedules
Incident tracking – Track the incidents that have occurred on the platform and the remediation activities performed
Develop and present environmental metrics
Health checks – Periodic evaluation of the platform to ensure it is operating optimally
Creation and maintenance of product guides
Lifecycle Management – Ensure that software and hardware are up to date
Hardware – Ensure hardware is supported by the vendor and pro-actively plan for a refresh when required.
Firmware – review and apply firmware are required
Software – Software follow the N-1 rule for major releases
Develop best practices and training materials within respective discipline for other team members
Stay current with existing and emerging computing concepts and technologies.
Provide high level of customer service to all levels of the organization.
Manage and prioritize multiple incidents and service requests while adapting to changing business conditions.
Document standard operating procedures for repeatable tasks and provide input to automation efforts.
Manage and prioritize multiple projects and operational tasks, while meeting expected timelines/SLAs.
Provide on-call and after-hours support as required.
Uphold and promote Merkle’s core values and culture
Measures of Success:
Consistently drive technical incidents/service requests to resolution within SLA/OLA timeframe
Contribution to the development and implementation of existing and new IT solutions that meet or exceed customer expectations on time and on budget.
Positive recognition as noted on Employee and Customer satisfaction surveys, completed on a periodic basis.
Rapid personal and career growth.
Advanced knowledge of:
Red Hat Enterprise Linux operating system environments
Rack mount and blade server platforms, preferably HP ProLiant and Dell PowerEdge or Public-Cloud based hosting solutions
Storage platforms (SAN/NAS/DAS) and associated management technologies, such as RAID and LVM with a focus on NFS.
VMware vSphere and KVM