Lead Operations Specialist

Department: Information Technology

Classification: Computer Ops Tech 2

Job Category: Classified Staff

Job Type: Full-Time

Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)

Location: Fairfax, VA

Telework Friendly: No

Pay Band: 04

Salary: Salary commensurate with education and experience

Criminal Background Check: Yes

About the Department:

Enterprise Servers & Messaging (ESM) is a department of the Information Technology Services (ITS) Enterprise Infrastructure Division (EID). ESM provides IT infrastructure for university delivered information technology services. At our foundation is the Aquia Data Center, which provides 24/7 operational support and monitoring of Mason’s enterprise network. ESM designs, acquires, installs, implements and maintains systems for administrative support, academic research and instruction, and E-mail. Team activities include enterprise server and storage support, systems engineering, systems administration, storage administration, systems security, data file backups and restores, disaster recovery, E-mail/calendaring, listserv messaging, and data center operations support.

About the Position:

The purpose of this position is to assist management with the day-to-day operations of the Data Center and IT staff, which is staffed 24X7. To create and disseminate any new processes and procedures across all three shifts. Take the technical lead on all major projects, working with the manager and utilizing assistance from all three shifts. Works an adjusted work schedule spending time on each shift, ensuring that all new hardware and software procedures and processes are briefed and understood. Serves as the group’s supervisor in the absence of the manager, attending meetings and represents the group at the Daily Stand-Up Meeting, which reviews what current issues impacting central IT.

Responsibilities:

Technical Lead

• Works with management to ensure data center operations area has current information and procedures in order to respond effectively and appropriately in an emergency situation across all three shifts;
• Demonstrates a high level of expertise in all aspects of data center management including facilities, server operations, tape media management, problem escalation/resolution, disaster recovery planning, and technical documentation and operational procedures;
• Ensure all staff members are adequately trained to perform the basic duties and responsibilities of those designated positions;
• Develops lines of communications with all support groups assisting with problem resolution of critical IT infrastructure here at the University. Demonstrates discretion and good judgment in the supervision of data center operations; and
• Identifies new procedures and work methods for improving data center services for customers and staff.

Supervision and Training

• Maintains awareness and understanding of current university and Commonwealth policies and procedures, and follows them consistently. Helps staff to understand the unit’s mission and strategic goals, and apply them in their day-today work;
• Trains and ensures that all data center operations staff members are capable of making the appropriate decisions when responding to alerts and outages. Creates simulations and other exercises that will familiarize the staff with correct actions to take when assisting with problem resolution. Demonstrates professional leadership in the direct supervision of assigned staff;
• Manages time effectively to meet goals and organizational objectives;
• Works with staff to expand skills, knowledge and understanding of all data center staff members; and
• Takes the lead in problem resolution acting as a focal point when the appropriate individual is not available or the situation warrants immediate action.

Communications

• Demonstrates the competence to interpret and communicate information, ideas, and instructions at the technically appropriate level to staff, customers, vendors and other support personnel;
• Assist with the development and maintenance of Standard Operating procedures for the data center;
• Demonstrates the ability to plan or work on team projects and to coordinate with others to achieve objectives;
• Conducts and/or attends coordination meetings as necessary to ensure the flow of information and to resolve any outstanding issues;
• Represents Data Center Operations on appropriate committees and teams per supervisor’s direction; and
• Demonstrates leadership by example.

Customer Services, Attendance, Safety

• Provides and ensures that professional quality service is provided to customers;
• Set’s the example for staff to follow by practicing the principles outlined in the Customer Service Guidelines for the ITS;
• Follow-up with clients who have experienced significant production problems or delays to ensure customer satisfaction and to remedy any issues;
• May be required to perform other duties as assigned;
• Reports to work on time and schedules all leave and absences in advance when possible; and
• On-call for emergency data center issues, can be contacted or required to report in order to support or resolve issues.

Required Qualifications:

• Associate’s degree in related field;
• Demonstrated experience working as a computer operator;
• Demonstrated experience working in a medium to large data-center environment;
• Demonstrated working experience with the Unix operating system;
• Must have a good working knowledge and applied skills of current data center technology including:
  • Basic knowledge of the Unix operating system and Unix commands;
  • Basic understanding of desktop computer applications and operating systems;
  • Ability to develop policies and procedures;
  • Basic operational knowledge of HVAC and power systems typically used in a data center environment;
  • Must be eligible to work in secure computing environments including International Traffic in Arms Regulations (ITAR) and Controlled Unclassified Information (CUI);
  • Basic understanding of fundamental network operations;
  • Possess good working knowledge of contemporary computer hardware and data processing operations; and
  • Good oral and written English communication skills.

Preferred Qualifications:

• Certified Data Centre Management Professional; and
• ITIL Foundation Certification or other process improvement certification.

Instructions to Applicants: 

For full consideration, applicants must apply for Lead Operations Specialist at https://jobs.gmu.edu/; complete and submit the online application; and provide a cover letter, resume, and a list of three professional references with contact information.

Posting Open Date: January 4, 2024

For Full Consideration, Apply by: May 13, 2024

Open Until Filled?:  Yes