Texas A&M University - College Station, TX
posted about 2 months ago
The IT Operations Support position at Texas A&M University is a critical role within the Incident and Operations Center (IOC), which operates 24/7/365. This position is responsible for providing incident management, monitoring, alert management, and support services during the 3rd shift, which runs from 12 midnight to 8:30 am. The role requires working on weekends and holidays on a rotating schedule, ensuring that the IT services remain operational and any incidents are managed effectively. The IT Operations Support professional will monitor various IT services, including campus email, enterprise-level applications, and multiple campus network locations, to recognize, research, and initiate resolutions to minimize risks associated with data centers and critical IT services. In this role, you will work closely with integral IT support and infrastructure teams, gaining exposure to various technical areas such as systems administration, network engineering, and security. This position demands superb communication skills, customer service orientation, attention to detail, and strong problem determination and resolution skills. The ability to respond effectively in time-sensitive situations is crucial for success in this role. The position also offers opportunities for career development and professional growth within the IT field. The IT Operations Support professional will be involved in incident and problem management, serving as a liaison between technical support teams, management, and customers. You will be responsible for logging customer contacts, creating incident tickets, and tracking incident resolutions. Additionally, you will assist with problem management procedures, provide client consultation and training, and contribute to the documentation and improvement of IOC processes. This role is essential in ensuring that customer service objectives are met and that all work complies with departmental quality standards.