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IT Operations Control Specialist


Elk Grove Village, IL
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Job Details

Company ADP USA

Job Title: IT Operations Control Specialist

JobID: 5000164962906

Location: Elk Grove Village, IL, 60007, USA

Unlock Your Career Potential: Technology at ADP. Do you enjoy exploring, identifying and inspiring the future of the workplace and the lives of millions of people? At ADP, the world's largest B2B cloud company, our Technology team is comprised of brilliant engineers, architects, data scientists, infrastructure experts, and more. We were first in our industry to offer a SaaS solution and continue to push the envelope utilizing the latest operating platforms to deliver the highly automated, intelligent and predictive solutions that are redefining what is possible. Named one of Forbes' "Most Innovative Companies" and one of Computerworld's "100 Best Places to Work in IT", we are committed to leading the way in product development and research, empowering you to bring to life the latest innovations that will forever change the way businesses manage their most vital asset, employees. We strive for every interaction to be driven by our CORE values: Insightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility. Shift = Mon - Thurs, 1 PM to 11:30

We are looking for an IT Operations Control Specialist to join our highly skilled, agile Operations Command Center (OCC) team. The OCC team is an onsite 24/7/365 central point of contact, communication, and support for the technology and infrastructure at ADP. You'll be a first responder focused on keeping our servers, operating systems, and applications running smoothly. You'll play a central role in the health and stability of our infrastructure; this will include troubleshooting, documentation, communication, and coordinating efforts to resolve issues with our other support and engineering teams. All Contributors: Availability Management:
* Responds to changes of state of IT Infrastructure leveraging automation and monitoring systems and tools
* Effectively drive restoration of normal service operation by leveraging knowledge base articles, previous known solutions, wikis, and all available tools, escalating appropriately
* Prioritization, execution, and oversight of error conditions, user requests, and changes
* Communicate impact, work-around procedure, incremental updates on status, and resolution to internal IT organizations verbally on large conference calls or in writing Environmental Management:
* Monitoring of scheduled tasks, and cyclical business operations including backups, recycles, restarts, and routine maintenance
* Accountable for hardware break fix coordinating support with vendors, data centers, and implementation engineering
* Support and execution of changes, upgrades, and deployments to all layers of the environment Continuity Management:
* Meet or exceed departmental assigned SLA
* Update, add, and maintain documentation for support procedures and system information.
* Actively seek and implement ways to improve the team's processes, technical knowledge and relationships with other technology and business partners
* Supports disaster recovery testing efforts
* Supplies feedback to design engineering in post-test reviews
* Executes standard recovery procedures in the case of true disaster declaration Intermediate Contributor Role:
* Escalation point for Tier I
* Respond to and resolve critical hardware, software, and application alerts
* Advanced troubleshooting, updates, and regular maintenance on Windows, Linux, and UNIX physical and virtual servers
* Communicate directly with technology teams and business users regarding technology issues, outages, and downtime during planned maintenance
* Update and add documentation for support procedures and system information
* Actively seek and implement ways to improve the team's processes, technical knowledge and relationships with other technology and business partners Advanced Contributor Role:
* Escalation point for team
* Ensuring deliverables of department meet established SLA/OLA or other targets
* Improving departmental processes to ensure expectations of clients are met and exceeded
* Measuring outcomes, deliverables, and progress of a team and delivering feedback
* Coaching and mentoring front line associates while providing support and direction to the department
* Engaging peers and clients for feedback on service quality
* Negotiating and agreeing to standards, rules of engagement, and other inter-departmental standards
* Establish and maintain excellent business relationships
* Developing technical skills, training, and diversifying technical and professional capabilities enhancing associate potential and growth #cb#

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