Responsible for the portfolio of IT services and solutions supporting the Johnson Controls Federal Systems (JCFS) 24x7x365 UL 2050 compliant Customer Monitoring Call and Data Centers (CMC) operations in the United States and our CMC team's operational needs. Ensures CMC technology portfolio enhances organizational strategy through successful, consistent and predictable architectural design & implementation of technology solutions which support our call center operations. Proactively identifies areas of opportunity to apply IT for new business opportunities, process improvement, and cost efficiencies. Provides insight to IT leadership on how to best develop and leverage IT capabilities for the organization(s).
How you will do it
Thorough understanding of technology services and solutions to serve the enterprise including networking, data storage and security, Transmission Control Protocol/Internet Protocol (TCP/IP), SAN and physical datacenter best practices sufficient to resolve hardware/software interface and interoperability problems, and administer and support technical operating system and enterprise data.
Troubleshoot and resolve complex technology issues across the CMC and JCFS enterprise domains
Walk colleagues or clients through steps to help them resolve their technical problems.
Analyze records and logs to spot underlying trends and potential issues.
Support the implementation of new solutions or applications.
Test, evaluate, and make decisions about new technology for the business.
Participate in business-wide meetings to provide insight into technical requirements
Identify required tools, training, processes or capabilities to assess technology issues.
Plan and schedule the installation of new or modified hardware, operating systems, and applications software.
Collaborate to implement technology change which will benefit CMC Operation and across JCFS enterprise including server migrations and critical system upgrades and patching.
Manage and monitor all installed systems and infrastructure in support of CMC Operations
Install, configure, test and maintain operating systems, application software and system management tools
Proactively ensure the highest levels of systems and infrastructure reliability, availability, and integrity
Monitor and test critical applications' performance for potential bottlenecks, identify possible solutions, and work with vendors to implement those fixes
Maintain security, backup, and redundancy strategies
Liaise with vendors and other IT personnel for problem resolution
Knowledge of and application of Services Oriented Architecture and Agile Development Methods
Knowledge of systems design, development, and interconnectivity.
Consider the relative costs and benefits of potential actions to choose the most appropriate one.
Able to resolve issues in a professional manner, lead working groups, negotiate, and create consensus.
Determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes
Identify measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
Build and introduce complex technical documents, procedures, reports, briefings and proposals.
Provide an enterprise-wide perspective into IT-related decisions.
What we look for
Masters or Bachelors Degree in Computer Science, Engineering or similar field, or 6 or more years of equivalent experience
The ability to obtain and maintain a DoD Secret security clearance required. (This involves a background/character, criminal history, employment, and credit check.)
Proven working experience in installing, configuring and troubleshooting Windows based environments including implementing Microsoft Office 365, exchange online and active directory.
Solid experience in the administration and performance tuning of systems and application stacks
Experience installing, configuring, and maintaining network equipment and telephony services
Strong understanding of Directory services to troubleshoot all escalated issues.
Experience with virtualization, containerization, and monitoring systems (eg, VMware, Virtual Box)
Solid networking and system knowledge (eg, OSI network layers, TCP/IP, Shell scripts, Perl, Ruby, Python, etc.)
Knowledge of systems design, development, interconnectivity and cloud solutions
Proactive mindset with a focus on customer service, constant improvement, and follow through at all levels
Team-oriented attitude to help other colleagues and departments with technical problems.
Willingness to solve complicated problems and see projects through to completion.
Analytical skills to study problems and records and identify solutions.
Strong interpersonal communication and relationship-building skills.
Ability to manage time and effectively prioritize numerous projects at one time with high attention to detail