Operations

• On a **24/7 rotating shift basis**, provide 1st and 2nd level support and monitor Pelmorex I.T. operational infrastructure and services such as Web sites, Data feeds, applications platforms, Active directory, DNS’s infrastructures, including AWS, Azure, GCP cloud services to ensure proper functionality. Any irregularities must be reported, investigated, resolved and documented in a timely manner.
• Diagnoses, troubleshoots end-user desktop and laptop application issues and provides an appropriate solution.
• Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets
• **Onsite and remote support** for PCs, laptops, printers, cell phones, and tablets etc.
• Physically install and deploy new equipment as required.
• Support end users in their use of applications such as G suite products, Microsoft Office, VPN etc.
• Provide support for video conferencing, backup system, anti-virus, various computer hardware, etc.
• Triage, troubleshoot and resolve the daily technical issues reported, ensure SLA’s are met, escalate as appropriate to 2nd level support team while maintaining incident ownership until closed.
• Ensure the delivery of optimal results against appropriate performance metrics;
• Install and arrange new equipment for the data center. This may include physically upgrading internal system components (CPU), memory hard drives, fiber cables, copper, and more..
• Identify incident trends; recommend and implement improvements to reduce volume.
• Prepare SOP (Standard Operating Procedures) for the daily maintenance of applications and underlying systems.
• Keep the Operations team up-to-date with new implementations and technologies.
• Establish clear communication channels for feedback from customers, peers, and cross functional teams

IT Operations Analyst

Operations Strategy Coordinator

Senior TechOps Engineer

Talent & Operations Coordinator

Vice President, Delivery & Deployment Operations

Director of Facilities – Operations