NOC Team Lead- FNTS

First National Bank

Omaha, NE Technical Support

Company Overview:

With over 20 years in the managed IT services industry, First National Technology Solutions (FNTS) is a leading provider of flexible, customized hosted and remotely managed services. Operating a state-of-the-art data center and offering customized solutions and best-of-breed technology, FNTS is a nationally recognized leader in managed IT services.  With a classic Midwest culture, FNTS employs an expert team who place high value on work ethics and personalized customer service.

FNTS is a subsidiary of First National of Nebraska Inc. (FNNI), a $20 billion multi-state holding company headquartered in Omaha, Nebraska, with a strong heritage of banking excellence that dates back more than 150 years.

Role Overview:

The FNTS NOC provides round-the-clock (24 x 7 x 365) operational support to our various customers. We utilize various tools to provide timely, accurate and reliable batch processing and system monitoring services across multiple platforms.

The Lead Analyst of FNTS NOC is responsible for technology support for business partners and internal customers.  Under general direction the Lead Analyst supports Level 1-2 Mainframe, Tandem, Core Systems, File Transmission, and ATM operations.  Promotes teamwork through knowledge sharing.  Monitor core systems/processes, provide solutions or escalate to appropriate support team for impact related events following defined processes and procedures. Work with moderate guidance within established guidelines and assist with small projects as required. The production NOC environment includes shift operations and personnel to ensure 24x7x365 monitoring operations, batch processing, escalations, ticketing, and centralized communications needed to support and operate a high volume, high transaction, dynamic operational environment.

The Lead Analyst reports to the Director of Enterprise Operations, and performs as a technical expert overseeing day-to-day scheduling and direction of work for each shift.

Key Responsibilities:

Monitor and submit customer mainframe batch processes Monitor and report on customer network and/or server outages Monitor customer communication via email or phone Open tickets to appropriate teams from email or phone requests Monitor and participate in customer bridge calls when requested Monitor, report and communicate during weekend server patching activities Provide and update documentation as requested Assist with the creation and modification of runbook documentation Assist with the creation and modification of process and procedure documentation Recommend policy changes where needed Complete annual performance reviews for direct reports Uphold the FNN rules and guidelines put forth in the Employee Handbook Recommend and implement process improvements where needed Work with clients to address training needs Other duties as assigned

Qualifications:

Basic knowledge in desktop, server, and network operations Must have excellent people skills Must have excellent oral and written communication skill Able to utilize desktop software to complete day-to-day tasks Bachelor’s degree and/or equivalent work experience.  Five or more years’ experience in a complex enterprise information technology environment. Knowledge of and experience in acting in an engineering role in an enterprise class IT operations environment. Knowledge of and experience with TSO, CA-7, CA-1, MVS, EJES, Tape Management, Batch Operations, and working knowledge of JCL. Demonstrated success working, collaborating, and establishing credibility and relationships with colleagues, senior leadership, business partners, and customers. Demonstrated success with ability to influence others, working with others to solve problems, and strong ability to follow organization policies and procedures.

Preferred Qualifications:

1 year customer service experience in the Information Technology Industry. 1 year operational mainframe experience, i.e. MVS and or VSE knowledge. 1 year experience in utilizing mainframe job scheduling systems. 1 year previous NOC (Network Operations Center), Command Center or Operations Center experience. 1 year experience in desktop, server, and or network support.

Hours:

1st Shift – 7am to 4pm

2nd Shift – 3pm to 12am

3rd Shift – 11pm to 8am

Job ID: 2039

Posted 18 days ago

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