Operations Administration Engineer Layered Technologies

The Operations Administration Engineer will provide enterprise level support to Layered Tech clients in a complex network and hosting solutions environment. The Operations Administration Engineer will execute change requests and troubleshoot systems and network incidents to provide the maximum network availability and optimal Mean Time To Repair.
Job Description

Job Responsibilities

Deliver superior enterprise level client service through professional, comprehensive, and timely communication for all Incidents and Requests for Change
Provide timely response, escalation, and resolution to promote the rapid restoration of services for all incidents
Provide methodical and successful execution of client change requests
Maintain network stability through advanced troubleshooting, timely resolution of client incidents, and proactive maintenance

Requirements

Identify, resolve, and/or escalate hosting issues according to procedural documentation and training
Create or update documentation including network diagrams, procedures, and policies to ensure consistent support of client hosting environments
Provide guidance to adjacent support tiers to assist in resolution of complex network, system and security incidents
Provide and obtain timely updates to/from relevant parties (internal and external)
Oversees and implements system upgrade and patching strategies
Develops and analyzes highly complex system standards, thresholds, and recommendations to maximize system performance
Initiates system performance reviews as appropriate
Conducts capacity planning and upgrade reviews with management
Initiates and implements improvements in all areas for all assigned environments
Review system and network configurations with Implementations to ensure successful implementation of services into production
Other duties as assigned

Critical Skills

Previous Operating Systems support experience in enterprise, IT or service provider environment
Experience diagnosing complex issues through packet capture analysis (Wireshark, tcpdump, snoop, Sniffer Pro)
Hands on experience including but not limited to:
Systems OS such as Solaris, Redhat, or Microsoft (Windows 2003/2008 Server, RHEL 4 and 5, Solaris 9 and 10)
VMWare experience required, XEN and Applogic experience preferred.
Hardware and firmware exposure in virtual and physical systems environments (HP, Sun, VMware, Egenera)
Common web server support (IIS, Apache, etc)
SAN hardware and configuration for NetApp, EMC, and EqauLogic.
Storage technologies (Fiber Channel, iSCSI, etc.)
A commitment to delivering a superior client experience through direct interaction with clients during support and change management
Ability to quickly adapt to advancing technologies and procedural changes
Proven incident and problem solving (troubleshooting) skills with an emphasis on a timely resolution
Ability to coordinate and communicate effectively with other technologists and business partners to maintain high service levels in a demanding environment
Ability to work well in team environment
Excellent verbal, written and analytical skills
Hands on experience with one or more of the following:
Security technologies
Virtual and physical security technologies (ie. Cisco ACE/FWSM, ASA, IP tables, ACL etc.)
Intrusion detection support and analysis
Network and Systems hardware platforms
Cisco routers and Switches
Experience with Shell/Perl/Expect/Powershell and/or other scripting languages and/or web development technologies like HTML, XML, Java
Familiarization with SAS-70 and ITIL guidelines and practices
Technical certifications in areas of expertise (VCP, NCDA, NCIE, VNX, etc.)

Education / Experience

Bachelor?s Degree or equivalent education in related fields / or 5 years? experience in related field
5+ years? experience working in IT Service Provider industry at enterprise level
ITIL Foundation Training / Certification (Certification required for management roles)
Current/Active Certification or previous network and systems experience or associated fields

Location:	Kansas City, MO United States