Position Summary:
The Data Center Services Lead Technology Operations Analyst role provides level 2 technical support onsite, to associates across the enterprise to resolve somewhat complex and time-sensitive problems. This role also contributes to the knowledge base and helps track and document activities related to staging, integration, troubleshooting, and installation of enterprise technology systems. In addition, this role provides direct support in the form of repairs, system setup and installs, and order management to Data Center locations. This includes installing and maintaining data center server, mainframe, storage systems and networks as well as supporting small to large-scale technology deployment projects. The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department. However, this position typically will primarily work Monday – Friday. In addition, this role provides mentoring, coaching, and training as needed to junior staff members across the department.
Key Responsibilities:
- Facilitate emergency response monthly and annual Exercise
- Run, Update, Review, & Distribute Weekly Reports/Metrics
- Attend Mainframe Maintenance Window Review
- Manage Secure Storage Inventory; Includes Creating Monthly Reports & Research Inaccuracies
- Vendor Interaction – Initiate Service Requests with Vendor, reach out for Status Updates, Manage SLAs with Vendor, escalate as needed
- Create, Update, & Review Incident Records
- Manage Escalations – Escalate based on Exposure, Risk, and Skillsets needed, leverage on call schedules and systems
- Mobile Device Administration (iPhone, Tablet, Bar Code Scanner) (Explore opportunities to use these devices to reduce effort and/or improve accuracy)
- Manage Tape Library Inventory; Includes Creating Quarterly Reports & Research Inaccuracies
- Manage, Coordinate, & Audit Change Requests
- Create, Update, & Review Work Orders
- Manage, Coordinate, & Audit Work Order Records
- Coordinate Weekly Reports/Metrics – Create, Update, & Review Report/Metric Templates and Procedures
- Respond to Alerts & Notifications that come to the inbox, iPhone, & Dashboards
- Review & Validate Requests and Authorize Remote Access
- Manage, Coordinate, & Audit Incident Records
Required Education & Experience:
- Bachelor’s degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
- 2 years of IT support or deployment experience working across multiple platforms or specialty areas
- 3 years of work experience in an IT role requiring interaction with senior management
- 4 years of IT experience in the retail industry
- 3 years of Lowe’s Operations experience
- Master’s degree in Computer Science, CIS, or related field
- 4 years of experience working in a large matrixed organization
- 4 years of experience working with third party IT vendors and/or software/hardware suppliers
- 6 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
- 2 years of experience in a leadership role with or without direct reports
- 4 years of experience leading technical or project teams with or without direct reports in a large matrixed, retail organization
- 4 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment.