Rady Children's Hospital - San Diego, CA
posted 4 months ago
The Computer Operations Analyst (COA) plays a crucial role within the server/storage team, focusing on three primary functions: Network Operations Center (NOC) operations, Data Center management, and after-hours Service Desk support. This position is ideal for individuals who are eager to work collaboratively in a 24x7 operational environment and are motivated to see the impact of their contributions. The COA is empowered by leadership to streamline processes and implement automation, enhancing efficiency for themselves, their colleagues, and the broader organization. The primary responsibility of the COA is to monitor and maintain the operational integrity of Information Technology systems that are vital for supporting the needs of children in care. In the NOC and Data Center, the COA is tasked with both remote and physical checks of servers, networks, and overall computing environments within the main data center and the Co-Location (COLO) data center. Key responsibilities include monitoring system alerts and alarms, escalating issues to the appropriate technical contacts, and managing communications during incident responses, including Priority 1 (P1) incidents. The COA also oversees physical operations in the data center, which involves tasks such as cabling, racking servers and switches, and monitoring cooling and power systems. Additionally, the COA provides after-hours Service Desk support, addressing requests and inquiries related to computers, telephones, applications, and systems. The goal is to resolve customer issues on the first contact by accurately diagnosing problems, proposing solutions, and clearly communicating next steps and timelines for resolution. The COA is expected to perform basic desktop support tasks for hardware and software maintenance, requiring the ability to comprehend and retain large amounts of complex information while meeting service level agreements. The role is predominantly focused on monitoring data center operations (90% of the time), with the remaining 10% dedicated to answering calls and resolving hardware and software issues. Operating in a 24/7 hospital environment, the COA position is fully onsite and may involve evening and night shifts, typically following a desirable 4/10 schedule with competitive shift differentials for non-daytime hours.