Sr Technology Operations Analyst (SP) (C)

Lowe's Companies, Inc.•San Antonio, TX

22h•Onsite

About The Position

The primary purpose of this role is to provide technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks operating in Lowe's Stores, Supply Chain facilities, Data Centers, and corporate office locations. This includes performing tracking and documentation by entering details of problems, status of service requests, and resolutions into the company incident management system. This role may also directly or indirectly support corporate initiatives or deployment projects. With a focus specifically on Data Center Services, this role supports 24x7x365 operations of Lowe’s Enterprise Data Centers working with data center infrastructure, compute, network, storage, security, and structured cabling systems. This role responds to alerts and notifications, provides onsite triage, level 1, and level 2 technical support, and resolution to somewhat complex and time-sensitive problems. This role contributes to the knowledge base; tracks and documents activities related to staging, integration, troubleshooting, resolution, and installation of enterprise technology systems. This role also supports corporate initiatives or deployment projects by leading and executing small to medium scale deployment efforts for installing, upgrading, configuring, and/or maintaining hardware and software. In addition, this role provides mentoring, coaching and training as needed to junior staff members across the department. Night Shift 6 pm to 6 am, with rotating days monthly

Requirements

4 years IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)

Nice To Haves

3 years' experience leading technical or project teams with or without direct reports
3 years' experience working with third party IT vendors and/or software/hardware suppliers
3 years IT experience in the retail industry
3 years' experience writing technical documentation or standard operating procedures related to IT technical support or deployment
2 years' experience in an IT role requiring interaction with senior management
2 years' experience working in a Data Center (Specific to Data Center role)

Responsibilities

Provides remote or in-person technical support for technology products and applications, including computer hardware and software, telecommunications equipment, and networks.
Serves as an escalation point and mentor for junior staff
Analyzes and prioritizes incoming requests and alerts
Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system
Monitors the resolution of problems to achieve closure; follows up and provides status updates; follows procedures for incident escalation and notification to leadership
Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of external vendors to ensure quality meets contractual obligations
Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions
Performs the setup and maintenance of computer systems by installing and/or upgrading hardware and software as appropriate
Performs preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and handheld devices), including more complex devices (e.g., servers, network, telecommunications equipment)
Contributes to and helps maintain the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology; develops standard operating procedures
Performs system backups and ensures integrity of backup media and peripherals
Pass on any feedback or suggestions by customers to the appropriate internal team
Coordinates meetings with vendors to resolve service failures or issues
Identify and suggest possible improvements on procedures
Provides assistance and coaching/training to junior level associates as needed
Provide onsite coverage for a 24x7x365 Mission Critical Facility, protecting and supporting continuous operations
Analyze, prioritize, and respond to alerts, notifications, and requests that come to designated inboxes, phones, dashboards, and intake systems
Performs preventative maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, mobile devices, servers, network switches/routers, storage systems, security appliances, telecommunications equipment, mainframes, and others)
Review and execute Standard Operating Procedures (SOPs), note issues, process updates, and submit recommendations to improve SOPs
Incident Management – create and update Incident Records, coordinate with Technology Operations Center, application owners, incident managers, and vendors; escalate based on exposure, risk, and skillsets needed, leverage on call resources
Interacts with third party hardware and/or software vendors by initiating and supporting vendor services as necessary and validating repair activities of vendors to ensure quality meets contractual obligations, seek status updates, coordinate RMAs, and escalate as needed
Manage, Coordinate, and Audit Change Requests
Conduct Shift Handover – prepare documentation and orally review key events that occurred during one’s shift, tasks that need to be completed during the next shift, as well as other important information
Asset Management – document and update asset details, operational environments, and functional roles for all IT assets in the Data Center Information Management System
Install and document data center infrastructure (e.g., cabinets, racks, patch panels, copper cabling, fiber cabling)
Install, document, and configure compute, network, and storage systems
Perform periodic site surveys throughout each day
Participates in the execution of disaster recovery and business continuity processes, supporting these events as they arise
Generate, update, and disburse daily and weekly reports/metrics