Nautilus Command Center Operations Technician

 

Position Overview

The NCC Operations Technician will be part of a team responsible for maintaining a 100% uptime for Nautilus Data Technologies data center infrastructure. The NCC and inaugural data center will be located in Stockton, CA. The NCC Operations Technician will be responsible for monitoring, configuring and supporting all of Nautilus Data Technologies’ global infrastructure, and will report to the NCC Director.

The NCC Operations Technician will be the initial point of contact for customer and vendor break/fix issues, with responsibility for incident tracking, resolution and reporting. The NCC Operations Technician is a hands-on role that will interact directly with customer, company and vendor technical resources of all levels to resolve issues in a mission critical environment. The position will be responsible for maintaining contractual Service Level Agreements (“SLAs”), adhering to strict change management procedures, and delivering consistently outstanding customer support.

 

Duties and Responsibilities

 

  • Member of team responsible for maintaining 100% uptime of Nautilus Data Technologies production and production supporting infrastructure.

  • Field and respond to customer phone calls, emails and other communications in mission critical call center environment.

  • Initiate, manage and document trouble tickets within the NCC trouble ticketing system.

  • Responsible for identifying incidents, including monitoring and management of alerts and notifications, and providing Tier I/II issue resolution support.

  • Assist in the management and maintenance of end-to-end fixed assets (servers, network devices, telecom devices, storage, licenses, etc.).

  • Adhere to and enforce change management process.

  • Understand and adhere to operational compliance standards (ISO 27001, NIST, SOC 1&2, PCI and HIPPA).

  • Responsible for documenting service issues and tracking resolution progress using NCC trouble ticketing system. 

  • Draft customer and internal root cause analysis reports in response to SLA violations and other significant service interruption issues.

  • Be interactive contributor to NCC team that has responsibility for ensuring stellar service availability and reliability, compliance with customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components.

  • Adhere to operations management policies, standards and procedures.

Requirements and Experience

 

  • Excellent verbal and written communication skills, with ability to effectively translate and communicate technical information to all levels of internal/external customers

  • Operate with sense of urgency commensurate with a mission critical environment (fix it first mentality)

  • 1+ years’ experience in data center or equivalent fast-paced, mission critical environment

  • Knowledge of TCP/IP and other Internet protocols as well as experience with tools such as Ping, Traceroute, NS Lookup, DIG, MTR, LFT, TCP Traceroute, Netstat, Netsh, etc.

  • Knowledge of network protocols, principles and concepts including the ability to troubleshoot local connectivity issues

  • Knowledge of network device hardware including switches, firewalls and load-balancers

  • Outstanding analytical, problem-solving and communication skills

  • Proven ability to complete customer deployments including configurations, hardware modification and operating system installation

  • Ability to professionally and concisely provide technical communication relating to customer configurations

  • Able to work shifts in support of 24x7x365 NCC coverage

  • Strong, senior level manager, with excellent interpersonal and presentation skills.

  • Bachelor’s Degree required (preference towards EE or CS); Master’s Degree preferred

 

Other Skills and Abilities

  • Customer service focused with ability to deliver sustained high performance and high levels of customer service/satisfaction

  • Analytical thinker with ability to work well under pressure

  • Strong problem-solving and critical thinking skills

  • Knowledge of Monitoring systems such as Mercury, NETIQ and Nagios a plus

  • 1+ years’ knowledge of server operating systems to include Microsoft Windows, Red Hat Linux and Ubuntu Linux

  • Familiarity with virtual machines, including VMware vSphere or Microsoft

  • Industry recognized certifications in operating systems, networking, security and/or storage technologies

  • Cisco Certification (i.e. CCNA, CCDP, etc.)

  • Ability to work in multi-shift environment as needed


Preferred

  • Resident of San Joaquin County

  • US Military Veteran

  • Secret or Top-Secret Clearance

  • Bachelor Degree

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