Systems Monitoring Tech Level 2 - 5 TCU Represented

Description

Job Title: System Monitoring Technician - Level 2 - 5 TCU REPRESNTED

Level 2: Step 1: $69,092 Step7: $98,703

Salary Range: Level 3: Step 1: $76,001 Step 7: $108,573

Level 4: Step 1: $83,601 Step 7: $119,430

Level 5: Step 1: $91,963 Step 7: $131,375

Dept/Div: Office of IT Infrastructure & Operations

Supervisor: Lead Network Engineering Data Network Ops,

Location: 2 Broadway, New York, NY 10004, and other locations as required

Hours of Work: 9:00 AM - 5:30 PM (7.5 hours/day) or as required.

Deadline: Open until filled

This position is eligible for telework which is currently two days per week. New hires are eligible to apply 30 days after their effective date of hire.

Job Summary:

The primary purpose of this position is to pro-actively monitor the IT infrastructure and provide real-time response to events threatening to interrupt the business operations provided by the IT department. This position will be dedicated to monitoring the IT environment and troubleshooting events that compromise the infrastructure.

Responsibilities Level 2:

• Monitor all components of the IT infrastructure; networks, servers, hardware, applications and associated jobs in a 24-hour 7-day environment.
• Real time alert analysis, prioritization, troubleshooting, notification, escalation management, incident handling and problem resolution of events threatening any aspect of the IT infrastructure.
• Pro-active maintenance and governance over the health of IT systems and infrastructure to ensure that all MTA application and systems availability targets are met.
• Assume complete event ownership through to resolution and reporting.
• Provide first and second level help desk support for all IT related technical problems and services.
• Guide less senior technicians and staff in the performance of their tasks.

Qualifications Level 2:

• Strong knowledge of industry standard monitoring and ticketing tools such as SolarWinds Monitoring Tool, Dynatrace Monitoring Tool.
• Strong networking knowledge and 3 years' experience with Cisco & Avaya hardware and software tools.
• Strong experience with network appliances (firewalls, load balancers, proxy/cache servers)
• Strong experience supporting & troubleshooting Windows/Unix/Linux operating systems.
• Strong knowledge of VM virtualization and software tools.
• Strong understanding of Virtual Private Network.
• Strong understanding of SAN technology and support.
• Strong experience troubleshooting from a security/firewall perspective.
• Strong understanding of the OSI model, as well as IPv4 protocol suite.
• Strong proficiency with LAN switching and WLAN 802.11x technologies.
• Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
• Ability to think strategically, evaluate options, make decisions under tight and stressful time constraints.
• Ability to simplify complex problems, processes, or projects into their component parts. Able to explore and evaluate them systematically.
• Strong oral and written communications skills.
• Strong analytical skills.
• Strong team player, proactive, self- motivated and ability to initiate and work independently.
• Must be able to work autonomously at night without on-site support or supervision.
• Ability to provide technical direction to less senior staff members.
• Valid driver's license.

Responsibilities Level 3:

All the responsibilities of Level 2 including the following.

• Contribute to the design and engineering of solutions and standards to be applied within the section.

Qualifications Level 3:

All the qualifications of Level 2 including the following.

• Strong networking knowledge and 5 years' experience with Cisco & Avaya hardware and software tools.
• Ability to design & engineer technical solutions and standards.

Responsibilities Level 4:

All the responsibilities of Level 3 including the following.

• Provide first and second level help desk support for all IT related technical problems and services.
• Plan, design and engineer solutions and projects to be implemented within the section.

Qualifications Level 4:

All the qualifications of Level 3 including the following.

• Advanced knowledge of industry standard monitoring and ticketing tools such as HP OpenView, CA Spectrum, CA Service Desk.
• Advanced networking knowledge and 8 years' experience with Cisco & Avaya hardware and software tools.
• Advanced experience with network appliances (firewalls, load balancers, proxy/cache servers)
• Advanced experience supporting & troubleshooting Windows/Unix/Linux operating systems.
• Advanced knowledge of VM virtualization and software tools.
• Advanced understanding of Virtual Private Network.
• Advanced understanding of SAN technology and support.
• Advanced experience troubleshooting from a security/firewall perspective.
• Advanced understanding of the OSI model, as well as IPv4 protocol suite.
• Advanced proficiency with LAN switching and WLAN 802.11x technologies.
• Ability to read and understand schematic diagrams, technical manuals, and documentation such that supported equipment and software can be maintained with minimal training.
• Ability to think strategically, evaluate options, make decisions under tight and stressful time constraints.
• Ability to simplify complex problems, processes, or projects into their component parts. Able to explore and evaluate them systematically.
• Ability to plan activities and provide advanced technical direction to less senior staff members.
• Ability to plan, design & engineer technical solutions, standards and projects that improve the effectiveness of the area.

Responsibilities Level 5:

• All the responsibilities of Level 4 including the following.
• Assume complete event ownership through to resolution and reporting.
• Lead the planning and coordination of tasks and activities in support of IT related projects and initiatives.

Qualifications Level 5:

All the qualifications of Level 4 including the following.

• Demonstrated advanced knowledge of industry standard monitoring and ticketing tools such as HP OpenView, CA Spectrum, CA Service Desk.
• Demonstrated excellent networking knowledge and 12 years' experience with Cisco & Avaya hardware and software tools.
• Demonstrated experience with network appliances (firewalls, load balancers, proxy/cache servers)
• Demonstrated experience supporting & troubleshooting Windows/Unix/Linux operating systems.
• Demonstrated knowledge of VM virtualization and software tools.
• Demonstrated understanding of Virtual Private Network.
• Demonstrated understanding of SAN technology and support.
• Demonstrated experience troubleshooting from a security/firewall perspective.
• Demonstrated understanding of the OSI model, as well as IPv4 protocol suite.
• Demonstrated proficiency with LAN switching and WLAN 802.11x technologies.
• Demonstrated ability to read and understand schematic diagrams, technical manuals and documentation such that supported equipment and software can be maintained with minimal training.
• Demonstrated ability to think strategically, evaluate options, make decisions under tight, stressful time constraints.
• Demonstrated ability to simplify complex problems, processes or projects into their component parts with the ability to explore and evaluate them systematically.
• Strong team leader, proactive, self- motivated and ability to initiate and work independently.
• Strong people skills and proven leadership experience.
• Demonstrated ability to plan activities and provide advanced technical direction to less senior staff members.
• Must demonstrate highly developed knowledge of current industry standard IT technologies and market trends.
• Demonstrated ability to plan, present and apply complex technology solutions to solve critical business requirements effectively and efficiently.
• Proven experience working with senior level staff contributing to both short- and long-term technology related planning strategies.

Education and Experience

Level 2

• Bachelor's degree in computer science, Information Technology, or related discipline; or a minimum of 5 years' experience providing technical support and infrastructure monitoring in an integrated network environment.
• Must possess a minimum of 3 years' experience with all disciplines of an IT environment; networking, application, server, database, and desktop technologies.

Level 3

• Bachelor's degree in computer science, Information Technology, or related discipline; or a minimum of 7 years' experience providing technical support and infrastructure monitoring in an integrated network environment.
• Must possess a minimum of 5 years' experience with all disciplines of an IT environment; networking, application, server, database, and desktop technologies.

Level 4

• Bachelor's degree in computer science, Information Technology, or related discipline; or a minimum of 10 years' experience providing technical support and infrastructure monitoring in an integrated network environment.
• Must possess a minimum of 8 years' experience with all disciplines of an IT environment; networking, application, server, database, and desktop technologies.

Level 5

• Bachelor's degree in computer science, Information Technology, or related discipline; or a minimum of 12 years' experience providing technical support and infrastructure monitoring in an integrated network environment.
• Must possess a minimum of 10 years' experience with all disciplines of an IT environment; networking, application, server, database, and desktop technologies.

Other Information

This is a resume-based position in the collective bargaining unit represented by the Transportation Communications Union (TCU) and will be governed by the terms of the associated TCU collective bargaining agreement for IT employees. As such, candidates selected for this position will be represented by TCU and be on MTA payroll. In addition, candidates selected may be required to work at any MTA Agency location.

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the "Commission").

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.