Technical Services Coordinator II in Rock Hill

Responsible for the administration and oversight of the 24/7 batch processing schedule. Participate in monitoring, troubleshooting, resolving and/or escalating issues within the Ross Stores computing environment including networks, servers, and other data center components which are critical to the infrastructure. Leverage the NOC tools to proactively monitor systems and applications for potential issues or failures, and correct following documented processes or escalate problems before they can have an adverse effect to the customer. Incumbent must assure that the Ross Stores philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.

ESSENTIAL FUNCTIONS:

• Maintain production job schedules in the BMC Control-M job scheduling system.
• Insure batch processing occurs successfully within predefined SLA’s.
• Identify failures and using documented processes and troubleshoot or escalate accordingly.
• Execute on-demand procedures such as file transfers, administration of the tape handling system, change system requests, etc.
• Proactively monitor for issues and failures on the various systems, network, and applications using Ross standard software tools and techniques.
• Use Ross standard tools and other documented methods to troubleshoot, resolve, and/or escalate accordingly.
• Proactively monitor for issues or failures of various vendor managed systems deployed in the Ross environment.
• Maintain communications with external vendors and internal employees to ensure quick and appropriate resolution.
• Document all problems or issues in the ServiceNow trouble ticketing system.
• Escalate critical issues within documented SLA’s and proactively follow up for timely results.
• Works with Ross Systems Administration & Engineering groups to ensure tools are working properly and that thresholds are set accordingly.
• Creation and updating of Documented NOC procedures.
• Support the installation of new and repurposed hardware such as racking and cabling of server and network equipment.
• Other duties as assigned.

COMPETENCIES:

• Analysis and Judgment
• Customer Service
• Drive Results
• Interpersonal Effectiveness
• Technical Competence
• Business Acumen

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• Associate’s degree preferred. A combination of education and experience is acceptable.
• Minimum 3 years of experience as a computer operator.
• Minimum of 1-3 years in a data center operations center and NOC environment.
• Minimum 3 years of experience with Job / Batch scheduling applications, preferably BMC Control-M.
• Minimum 3 years of experience with media management. Understanding of Iron Mountain’s vaulting system a plus.
• Understanding of system and network administration concepts, specifically with Microsoft and Cisco products.
• Excellent written and verbal communication skills.
• Ability to listen to customers and respond positively to their requests.
• Understanding of formalized change control system and procedures.
• Ability to analyze problems and recommend solutions.
• Ability to work collaboratively with other departments.
• Ability to lift and carry items up to 50 lbs.

PHYSICAL REQUIREMENTS/ADA:

• Job requires ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
• Consistent timeliness and regular attendance.
• Vision requirements: Ability to see information in print and/or electronically.
• Ability to lift and carry items up to 50 lbs.