Zoombak ™

• Analyst, Inventory Control
• Associate Buyer
• Business Planning Analyst
• Manager, Customer Retention
• National Sales and Product Specialist
• Operations Engineer
• Sr. Systems Analyst

Operations Engineer

Overview:
We are searching for a motivated operations engineer with experience on production operational system rollouts, monitoring operational networks, real-time Data Feeds, network operations centers (NOCs), production release installations, and data gathering procedures for reporting.  You will work as a member of a team responsible for the Operations & Maintenance of Zoombak’s distributed hosted websites, service application servers, and data network. This is a permanent position to provide day to day 2nd shift operational support of Zoombak’s hosted service infrastructure.  The candidate will work closely with the Operations Manager to define the operational functions, procedures, and tools required to operate and manage Data feeds, monitoring of services, and reporting output. This position requires monitoring of a ticket queue for problems and requests relating to these operations as well as monitoring the performance and data transfer across Zoombak’s hosted service infrastructure.  The candidate will be required to work 2nd shift hours to support resolution of any critical service-affecting problems. The candidate will also be responsible for assisting in generating reports, which governs Zoombak’s application suite, and will work closely with the operations team members to organize, plan, and execute application rollouts to the production system.  The candidate must have strong operational, analytical, integration, and troubleshooting skills. In this role, you will also develop operational processes and procedures, develop performance metrics reports, troubleshoot escalations from tier 2, and participate in operational network integration activities. The candidate will be responsible for general operations, maintenance, debugging and over-all improvement of platforms running on a  Unix operating system with database functions.


This is a great opportunity for someone with previous operational experience on large, distributed service-oriented systems.

Job ID: 
Z3-0019

Location:
US-PA-Berwyn

Responsibilities:

Monitor daily performance of hosted operational services and network

First line troubleshooting of system incidents. Escalate and resolve (where applicable) system issues as well as monitor general system health across multiple disciplines, including UNIX, Intel, Network and Zoombak Production Devices. The operations engineer must ensure that proper traffic flows across multiple platforms using various tools. The operations engineer is required to escalate issues thru the Help Desk ticketing systems and provide updates and status including verbal and written communications to the Operation Manager.

Maintain the SFTP, Reports Unix database, and monitoring server that comprise the Service Infrastructure Management System (SIMS). Coordinate software upgrades on all packet core and OSS servers associated with SIMS

Create and deploy a performance management plan for all servers under individual’s management

Coordinate activities with the Senior Network Administrator and Operations Manager

Produce Weekly, Monthly, Quarterly performance reports 

Ability to utilize MS Office applications (MS Access & Excel) to support projects

Automated data importing/exporting and report generation

Resolve operational and service affecting issues (e.g. network and server failures, process failures, batch process failures, data feed errors, etc.)

Support development of new report requests by working with Operations Manager in gathering and documenting needs for operational reporting and ad-hoc reporting. Create and test ad-hoc SQL queries to support new and existing business initiatives.

Design database and data storage solutions to support reporting requirements using a tool such as Business Objects and SQL Server.

Identify and facilitate resolution of technical issues with managed service providers (MSPs) and their hosted data centers

Responsible for implementation and day-to-day tier 3 support.

Identify opportunities to improve upon existing reporting procedures.

Assist in analysis of system usage patterns to proactively determine new capacity requirements.

Work with Operations Manager and partners to ensure timely and accurate delivery of data.

Create complex queries which include multiple table joins and understanding of join relationships.

Formula writing and manipulation to achieve desired metrics.

Work with the Operation team to resolve tier 3 issues (i.e. application support, device support, and the Managed Service Providers)

Support planned service and feature deployment upgrades or rollouts on the production system (e.g., setup, software installations, provisioning, testing, etc.)

Manage Moves, Adds and Changes (MAC) activities and associated tracking/management

Maintain operational documentation (e.g. incident tracking and run books)

Analyze and tune network performance.

Position will require some 'off hours' on-call support for critical service-affecting issue resolution.

Support marketing and sales demonstration activities as needed.

Experience:

Linux/Unix and Windows system troubleshooting skills

Administration of systems in a fast paced, subscriber-oriented production environment.

Experience with a Business Intelligence reporting tool such as Business Objects or Crystal Reports is required.

Experience with Oracle and/or SQL Data Bases desirable

Some experience with Cisco routers and switches desirable but not required.

Documenting issues, timelines and detailed action items taken prior to escalation - Use of MS Excel, MS Word, Web browser, Email and trouble ticket systems escalation to different groups - (Upon validated alert) Use of email, phone, pagers and other existing necessary tools.

Experience with web applications (java, tomcat, Jboss, etc.) a plus.

Knowledge and working experience with the following network & security technologies:  SNMP , SSL, SSH, DHCP, GRE, L2TP VPN, PKI, IPSec, RADIUS, TCP/IP, HTTPS, SOAP, encryption, certificates, intrusion detection systems, NAT, firewalls, ACLs, , IP Subnetting, ARP, ICMP, and common TCP network programs such SSH, DNS and SMTP

Experience with LAN/WAN design and wireless telecommunications.

Experience with routers, load balancers, PIX, VPN concentrators, switches, etc.

Experience with client/server architectures.

Experience with operation of distributed networks.

Candidate must possess strengths in several of the following areas: scripting, (shell and perl), system troubleshooting, network monitoring.

Understanding of GSM, SMS, and GPRS messaging interfaces and protocols is a plus.

Practical experience operating network components in an ISP/ASP environment or similar multi-component application and/or wireless network environment.

Demonstrated ability to analyze and isolate operational and network problems.

Demonstrated teamwork and flexibility in previous work assignments.

Previous experience in a startup or post-startup or small company environment is a strong plus.

Strong oral/written communication and documentation skills are a must.


Qualifications:    

B.S. or M.S. in Engineering or related technical field is strongly preferred.

3 – 5 years of experience administering UNIX servers in a public internet environment. Solaris experience preferred, but FreeBSD, OpenBSD, Linux, or HPUX experience is acceptable

5+ years of reporting and data analysis experience

3+ years of strong experience and knowledge of SQL and Stored Procedures.

Advanced level of MS Access / Excel skills required which include (formula manipulation, developing queries, pivot tables, and charts for professional looking presentation).

1 – 2 years of experience providing level one or level two end-user support. Helpdesk, NOC, or TAC experience preferred

1 – 2 years of experience with an enterprise system or network management application (Nokia NetAct, HP OpenView, Cisco LanDesk, Trivoli, Nagios, Unicenter, MRTG)

Experience with web-based applications, application servers, distributed networks, and managed hosted environments

Excellent problem solving and investigative skills.

Intense follow through skills.

Ability to effectively interface with internal staff, partners, and vendors.

Excellent written and verbal communication skills are a must.

Creative thinker.

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