Job description

KEY RESPONSIBILITIES - Manages escalated tickets from OCCE1 for advanced troubleshooting and problem resolution across network, system, and cloud platforms. - Proactively monitors system health, performance, and uptime, ensuring continuous service availability using advanced monitoring and observability tools. - Identifies recurring incidents and initiates root cause analysis for long-term resolution. - Collaborates with cross-functional teams, including Applications, Infrastructure, Security, and Cloud teams, to resolve incidents. - Configures, troubleshoots, and maintains network devices (e.g., routers, switches, firewalls) and ensures secure remote access (VPN, remote desktop solutions). - Manages and maintains cloud infrastructure (AWS, Azure, GCP), including virtualization (VMware, Hyper-V) and automation (Terraform, Ansible). - Develops and refines operational runbooks, playbooks, and response procedures, focusing on improving cloud governance and security. - Participates in on-call rotations to support incident handling outside of normal business hours. - Contributes to the continuous improvement of monitoring tools, cloud services, and incident management processes. - Prepares and delivers post-incident reports, root cause analysis, and lessons learned to Senior Management. - Ensures that SLAs related to response times, escalation, and ticket handling are met consistently. - Coordinates shift handovers with detailed incident reporting and supporting documentation. - Leads efforts on system administration (Windows, Linux, Mac OS), backup and disaster recovery procedures, and server management. - Participates in project management efforts, capacity planning and risk management for ongoing operations. EDUCATION/EXPERIENCE - Education: Minimum of High School diploma or equivalent required. Bachelor's degree in Computer Science, Software Engineering, or related discipline preferred. - Experience: Minimum of 3 years of experience in IT operations, HelpDesk, or similar roles, with a minimum of 1 year of experience with VPN, remote access technologies, and network monitoring required. Experience with Windows, Linux, and/or Mac OS administration. PREFERRED CERTIFICATIONS - Comp TIA Network+ - Cisco Certified Network Associate (CCNA) - Microsoft Certified: Azure Administrator Associate - AWS Certified Solutions Architect - Associate - Google Professional Cloud Architect - Red Hat Certified System Administrator (RHCSA) - Certified Ethical Hacker (CEH) - CompTIA CySA+ (Cybersecurity Analyst) - Certified Information Systems Auditor (CISA) - ISACA - GIAC Security Essentials (GSEC) - PRINCE2 Practitioner - Agile Certified Practitioner (PMI-ACP) - PMI - Certified ScrumMaster (CSM) - ITIL Practice Manager (PM) SKILLS NEEDED: Network & Infrastructure Management - Network configuration and troubleshooting - VPN and remote access technologies - Cloud networking (AWS, Azure, Google Cloud) - Virtualization technologies (VMware, Hyper-V, KVM) - Storage solutions (SAN, NAS, DAS) - Server management and configuration (Windows, Linux) - DNS, DHCP, TCP/IP protocols SKILLS NEEDED: System Administration - Windows, Linux, and Mac OS administration - User and group management (AD, LDAP) - Patch management and system updates - Backup and disaster recovery procedures - Server health monitoring and performance tuning SKILLS NEEDED: Cloud & Virtualization - Cloud platform management (AWS, Azure, GCP) - Cloud services (IaaS, PaaS, SaaS) - Cloud security and governance - Cloud automation tools (Terraform, CloudFormation) SKILLS NEEDED: DevOps & CI/CD - Monitoring and observability (Prometheus, Grafana) - Incident and change management - Scripting and automation (Python, Bash, PowerShell) SKILLS NEEDED: Security & Compliance - Firewalls, IDS/IPS, and VPNs - Endpoint security and antivirus solutions - SIEM platforms (Chronicle, Splunk, QRadar) - Vulnerability management (Nessus, Qualys) - Identity and Access Management (IAM) - Compliance standards (ISO, NIST, GDPR, HIPAA) - Data loss prevention (DLP) - Network security protocols (SSL/TLS, IPsec) SKILLS NEEDED: Database Management - Database administration (SQL Server, MySQL, Oracle) - Data backup and recovery - NoSQL databases (MongoDB, Cassandra, Redis) SKILLS NEEDED: Monitoring & Observability - System and application monitoring (Nagios, Zabbix, SolarWinds) - Log management and analysis (ELK Stack, Splunk) - Cloud monitoring (CloudWatch, Azure Monitor) - Event correlation and root cause analysis SKILLS NEEDED: End-User Support & Troubleshooting - Desktop support (Windows, Mac OS) - Ticketing and help desk systems (JIRA, ServiceNow) - Hardware and software troubleshooting - SLA management and tracking SKILLS NEEDED: Automation & Scripting - Scripting languages (Bash, PowerShell, Python) - Automation tools (Ansible, Puppet, Chef) - Workflow automation SKILLS NEEDED: Project Management & Documentation - Project management frameworks (Agile, Scrum, ITIL) - Change management processes - Documentation standards (SOPs, runbooks) - Risk management and mitigation SKILLS NEEDED: Data Analytics & Reporting - Data visualization tools (Power BI, Tableau) - Basic data analytics and query skills - KPI monitoring and reporting WHAT WE OFFER - Work-Life Balance - Modernized Historical Setting in East Sacramento - Free Lot Parking - Paid Time Off - Paid Holidays - Retirements Savings Match - Group Health Insurance (Medical, Dental, and Vision) - Life and AD&D Insurance - Long Term Disability Insurance - Accident and Critical Illness Insurance - Flexible Savings Accounts - Paid Community Volunteer Day - Employee Assistance Program - Tuition Reimbursement Program - Employee Referral Program - Diversity, Equity and Inclusion Program

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