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The Information Technology Operations Center (ITOC) is a 24x7x365 operational team with rotating on-call responsibilities. ITOC provides proactive monitoring for a subset of Mayo Clinic's critical applications. Using a variety of monitoring tools and views, ITOC is able to observe abnormal application and network performance and engage appropriate support teams to look into the issue before causing impairments or outages for users. Additionally, ITOC provides major incident remediation support through two roles - Response Lead and Response Engineer. The Response Lead facilitates communications between the Command Center Commander, Service Desk Situation Manager, Incident Management support staff, ITOC Response Engineer, and end users. The Response Engineer initiates and coordinates the ITOC technical phone bridge and is responsible for recording all remediation action in the ServiceNow incident alert record. The successful Systems Engineer candidate must have a broad high level technical understanding of IT infrastructure components, excellent communication skills, ability to multi-task, and possess active listening skills. Experience with system monitoring is preferred. Under general supervision and guidance, the IT Systems Engineer is responsible for the maintenance and support of moderately complex systems software and hardware computer systems at multiple Mayo Clinic sites. Actively monitor and respond to technical hardware and software problems utilizing hardware and software testing tools and techniques as well as assist in managing overall system capacity. Interface with vendor support service groups or other external support teams to ensure proper escalation during outages or periods of degraded system performance. Expected to contribute to the design, development, implementation, and maintenance of custom system software, and/or the installation and maintenance of purchased systems software, plus the configuration and support of hardware systems across Mayo Clinic Produce and maintain documentation such as systems requirements, designs, resource inventories and plans as requested by the work unit leadership. Work will be reviewed for quality, timeliness, and adequacy at predetermined milestones. Develops and maintains effective relationships with the I.T. technical staff and management across all Mayo sites in the support of multiple projects simultaneously.
