Sr Assoc, Tech Support (Job ID# P107376)

Technical Responsibilities:* Provide 2nd and 3rd level support to the PULSE Command Center Staff for troubleshooting and resolving issues with the PULSE Switch, Mainframe, server and web based application systems.* Provide 2nd and 3rd level support to the PULSE Command Center for troubleshooting and resolving issues related to processor connectivity and performance.* Troubleshoot and resolve complex and/or chronic system and application issues.* Perform trend analysis of system logs, application logs, history reports, audits, performance management data, etc. to identify peprformance issues and drive improvements to ensure optimal performance* Perform post incident review and analysis on significant outages and develop recommendations to prevent issues from re-ocurring.* Provide 7x24 "On Call" Support* Participates in strategic project activities with cross-functional teams to drive innovative solutions while ensuring the standards for operational support are appropriately addressed.* Provide routing training sessions and traning materials to the PCC staff* Serve as a coach and mentor to the PCC Staff.* Develop tools and procedures in support of the PULSE Command Center staff.* Work with business partners, peers and staff to identify efficiencies and improvement opportunities for leveraging the PULSE Network

Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes.

Qualifications

Technical Responsibilities:
* Provide 2nd and 3rd level support to the PULSE Command Center Staff for troubleshooting and resolving issues with the PULSE Switch, Mainframe, server and web based application systems.
* Provide 2nd and 3rd level support to the PULSE Command Center for troubleshooting and resolving issues related to processor connectivity and performance.
* Troubleshoot and resolve complex and/or chronic system and application issues.
* Perform trend analysis of system logs, application logs, history reports, audits, performance management data, etc. to identify peprformance issues and drive improvements to ensure optimal performance
* Perform post incident review and analysis on significant outages and develop recommendations to prevent issues from re-ocurring.
* Provide 7x24 "On Call" Support

* Participates in strategic project activities with cross-functional teams to drive innovative solutions while ensuring the standards for operational support are appropriately addressed.
* Provide routing training sessions and traning materials to the PCC staff
* Serve as a coach and mentor to the PCC Staff.
* Develop tools and procedures in support of the PULSE Command Center staff.
* Work with business partners, peers and staff to identify efficiencies and improvement opportunities for leveraging the PULSE Network

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We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.