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Job Purpose and Impact

• The Senior Professional, Operations job supports the operation of the organization's infrastructure and technology services through operational analysis, issue coordination, documentation management, and stakeholder engagement.  With minimal supervision, this job monitors service performance, maintains critical facility and operational information, supports resolution of complex issues, and contributes to operational and strategic initiatives. This job collaborates with plant stakeholders, vendors and internal teams to improve service delivery, operational effectiveness, and overall customer experience.

Key Accountabilities

• MONITORING INFRASTRUCTURE PERFORMANCE: Leads network performance monitoring to maintain smooth and efficient operations, applying tools to track network traffic, identify issues, and ensure optimal performance.
• TROUBLESHOOTING & RESOLVING ISSUES: Diagnoses and resolves complex network and hosting problems affecting routers, switches, servers, and communication circuits, including performing root cause analysis and implementing solutions to prevent future occurrences.
• INCIDENT MANAGEMENT: Leads monitoring and responding to network and hosting incidents, outages, and performance alerts, including categorizing issues, and facilitating with technical teams for timely resolution.
• PROTOCOL ANALYSIS: Performs complex protocol analysis to troubleshoot network issues and sustain proper communication between network devices.
• CONFIGURATION & DEPLOYMENT: Configures and deploys new hardware and software while ensuring compatibility with existing systems, including setting up servers, network devices, and other infrastructure components.
• COLLABORATION & COMMUNICATION: Partners with vendors, third party service providers, and internal teams to resolve complex network issues and improve network performance, providing effective and efficient communication, coordination and timely updates.
• DOCUMENTATION & REPORTING: Validates the documentation of network issues, resolutions, and performance trends, reviews and provides reports to stakeholders to inform decision making and improve network operations.
• BACKUP & DISASTER RECOVERY: Develops and maintains backup and disaster recovery plans to ensure data integrity and availability in case of system failures or data loss.
• PROJECT MANAGEMENT: Leads information technology projects, such as system upgrades, migrations, and new implementations, delivering projects on time and within budget.
• AUTOMATION & SCRIPTING: Develops automation scripts and tools to streamline infrastructure management tasks and improve operational efficiency.

Qualifications

• Minimum requirement of 4 years of relevant work experience. Typically reflects 5 years or more of relevant experience.