ITSM/ITIL Engineer

licensing; MSC; managed services; ITSM; CMBD; software license; ticketing
Full Time, Indefinite
Telecommuting available Travel not required

Job Description

Job Location:  Lexington, KY or Cincinnati, OH area (occasional remote work)
The MSC Operations Engineer  (ITIL/ITSM Engineer) will be responsible for assisting the Associate Director to Operations and the greater MSC staff.  This assistant will track and maintain tracking of HW/SW licensing, customer implementations, and upcoming customer activity.  There will be a blend between technical knowledge and understanding of the environments and the statistical realities of a multi-tenant and multi-vendor datacenter implementation.  The ability to communicate effectively and lead initiatives with other engineers and internal Service Delivery Managers with minimal supervision is important.  
  • Assist the Associate Director of Operations with all aspects of Operational Management on a day to day basis 
  • Assist with ownership of the corporate ITSM Solution, driving implementation, development, automation and improvement of the platform 
  • Assist with the management and maintenance of the CMDB, Ticketing, Change Management, and Problem Management 
  • Capture, track, maintain, and understand all pertinent information for software licenses and their use in the MSC (VMware, Microsoft, RHEL, Trend, Etc.) 
  • Follow-up with all engineers and team leads to address ticket status and project information 
  • Track and maintain all hardware and software maintenance through the CMDB 
  • Track customer implementations/statistics in the MSC; utilize CMDB, VBS, and PowerBI as necessary 
  • Create and advise on reports for x86, Power/AIX, iSeries, Veeam, and monitoring for internal and customer use 
  • Assist in coordinating and running customer tests and PoCs as necessary 
  • Coordinate Recovery on Demand product lifecycle, including oversight of DR exercises 
  • Manage projects or efforts internally for the MSC as necessary 
  • Work as the technical liaison for new customer on-boarding.  
  • Ensure customer on-boarding captures all necessary details to ensure a successful TTO 
  • Assist with operational escalations and customer support issues 
  • Work with 3rd party vendors to ensure adherence to contractual obligations and objectives, SLA's, SLO's, and related goals   

Job Requirements

  • 5+ years of direct, on-the-job experience with network and computer systems in a multi-tenant environment (Managed Services Preferred) 
  • Prior experience with cloud-based services or virtualization 
  • Requires experience with Microsoft and Linux/Unix systems in a virtualized environment 
  • Strong knowledge of Support Desk Software with awareness of ITIL Service Desk process 
  • Time management and organizational skills 
  • Possess strong verbal and written communication skills; be adept at communicating with all levels of technical and non-technical people 
  • Demonstrated commitment to continuous learning and personal development 
Dice Id : 10127100
Position Id : 213221
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