The System Operator I is responsible for system status monitoring and appropriate error/alert handling for technical systems and components including networking infrastructure, server and host systems, and major business services. Duties also include execution of production jobs, routine tasks, and standardized reporting. The System Operator I will provide quality support to internal and external customers with a high degree of customer service, technical expertise and timeliness.
Systems Monitoring. Provide consistent, predictable monitoring of assigned systems and job processes, to include systems in the data centers and at remote sites. Utilize a variety of automated tools and procedures to ensure high availability of systems, rapid correction of minor problems and avoidance of major problems.
Problem Management. Identify and manage problems and issues with assigned production systems. Utilize standard and ad-hoc procedures to perform first level problem resolution for system and job processing problems. Use appropriate tools to track and report problem status and escalate to technical support, vendors and management on a timely basis.
Basic Systems Management. Use standard procedures and systems management tools/techniques to ensure the correct operation of assigned production systems. Administer processes to address system deficiencies and problems, including operational, capacity and performance aspects. Maintain close contact with key customers, system administrators and vendors to receive support information and assistance.
Identify, track, work and resolve customer issues and demonstrate strong customer service, communication and human relationship skills when dealing with customers, fellow associates and vendors.
Systems Status and Availability Reporting. Develop and implement procedures for monitoring and reporting the availability and performance status of assigned production systems. Utilize appropriate tools to track problem incidents and downtimes and provide timely reports on progress towards problem resolution. Provide periodic reports on overall systems availability, comparing actual results against service goals and objectives.
Production Job Processing. Process assigned production jobs/tasks, taking actions in the correct sequence and within specified timeframes. Accurately follow all documented procedures and work with other associates to maintain and update documentation, as well as cross-train for coverage.
Security and Environment Management. Understand and adhere to all security policies and procedures relating to systems, data, and physical data center security and safety. Identify and resolve or escalate any issues or violations to management and other groups, as needed. Maintain a clean, organized and safe work environment in both NOC and Data Centers.
Demonstrate strong customer service, communication and human relationship skills when dealing with customers, fellow associates, and vendors.
Teamwork. Fulfill role as member of IM team; adhere to all policies and procedures; provide input to improve processes to ensure highest levels of service and availability of systems.
Demonstrate the ability to learn and support new technologies through e-learning, self study, and peer training/studies.
Other. Perform other duties as assigned by management.
The System Operator I position is part of a multi-disciplinary team working in a large enterprise level 24x7x365 operations center and may be required to work a variety of shifts.
High School Diploma or GED required.
At least 1 year of general computer knowledge required.
Associate degree in Computer Science or related field preferred.
Additional industry training and/or certifications are preferred.
Requires technical knowledge of computer and networking hardware and systems;
Knowledge of one or more computer operating systems is a plus.
Requires good problem-solving and time management skills and the ability to multi-task.
Requires strong interpersonal and communications skills, with demonstrated teamwork focus.
Knowledge of HP Open View console monitoring, Insight Manager Monitoring, NNM Monitoring, Cisco Works, or HP Service Desk application is a plus.
Knowledge of Meditech or other health care applications is a plus.
1+ years of operations center experience preferred.
Requires previous experience in a large corporate systems environment with a variety of technologies including Compaq servers and Cisco network equipment. And experience with McKesson and Meditech Health Information Systems is preferred.
None required. A+, Network+ or other industry certifications a plus.
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.