Technical Services Coordinator

GENERAL PURPOSE:

Responsible for the administration and oversight of the 24/7 batch processing schedule. Participate in monitoring, troubleshooting, resolving and/or escalating issues within the Ross Stores computing environment including networks, servers, and other data center components which are critical to the infrastructure. Leverage the NOC tools to proactively monitor systems and applications for potential issues or failures, and correct following documented processes or escalate problems before they can have an adverse effect to the customer.

ESSENTIAL FUNCTIONS:

• Maintain production job schedules in the BMC Control-M job scheduling system. Ensure batch processing occurs successfully within predefined SLA's. Identify failures and using documented processes and troubleshoot or escalate accordingly.

• Execute on-demand procedures such as file transfers, administration of the tape handling system, change system requests, etc.

• Proactively monitor for issues and failures on the various systems, network, and applications using Ross standard software tools and techniques. Use Ross standard tools and other documented methods to troubleshoot, resolve, and / or escalate accordingly

• Proactively monitor for issues or failures of various vendor managed systems deployed in the Ross environment. Maintain communications with external vendors and internal employees to ensure quick and appropriate resolution.

• Documents all problems or issues in the ServiceNow trouble ticketing system. Escalate critical issues within documented SLA's and proactively follow up for timely results.

• Works with Ross Systems Administration & Engineering groups to ensure tools are working properly and that thresholds are set accordingly. Provides feedback to the administrators as to how the tools could be better displayed and leveraged, making the NOC more efficient.

COMPETENCIES:

People

• Collaboration

Self

• Leading by Example

• Communicates Effectively

• Ensures Accountability and Execution

• Manages Conflict

Business

• Plans, Aligns and Prioritizes

With particular emphasis on the following specific position-related competencies:

• Critical Thinking

• Customer Service

• Problem Solving

• Navigating Ambiguity

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• Minimum of 1-3 years in a data center operations center and NOC environment

• Minimum 3 years of experience with Job / Batch scheduling applications, preferably BMC Control-M

• Minimum 3 years of experience with media management. Understanding of Iron Mountain's vaulting system a plus.

• Excellent written and verbal communication skills

• Ability to listen to customers and respond positively to their requests

• Ability to analyze problems and recommend solutions

• Excellent written and verbal communication skills

PHYSICAL REQUIREMENTS/ADA:

This position requires the ability to work in an office environment, including using a computer, attending meetings, working as part of a team, and the ability to communicate with team members and others. Regular attendance also is a requirement of the position.

This role requires full-time in-office presence, including attending in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

SUPERVISORY RESPONSIBILITIES:

N/A

DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.