Core Infrastructure Service Desk

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Software Guidance & Assistance, Inc., (SGA), is searching for a Core Infrastructure Service Desk (CISD) Engineer for a contract assignment with one of our premier financial clients in Houston, TX.
Responsibilities:
* This individual will be responsible for solving Distributed, Network, Storage, and Batch (Autosys & Control-M) break fix issues across the our enterprise globally.
* The CISD Engineer's role incorporates elements of Incident, Problem, and Change disciplines to provide a world class support service for our core infrastructure.
* As a valued team member in a 'follow-the-sun model,' this individual will identify issues accurately, escalate and manage them appropriately, and fix them permanently, thus continually contributing to the resiliency and stability of our infrastructure.
* Manage all assigned incidents via Service Center
* Support multiple LOBs
* Leverage Run Books to work within appropriate risk and controls governance for troubleshooting and remediation of infrastructure issues
* Focus on Continuous Improvement such as process, procedure, and day to day operations, including but not exclusive to automation and documentation
* Assist in Process or Procedure improvement, in addition to embodying an 'evergreen' approach to support documentation, reducing the risks associated with incorrect or obsolete information
* Fully document investigation and resolution steps in all Incident, Problem and Change process tools such as client Service Centre and the Enterprise Change Management System
* Fully engage external parties in a timely fashion to minimize customer impacts and communicate through the appropriate established escalation channels.
* Work in partnership with the customer to ensure exemplary levels of service provision satisfaction, through any communication media such as telephone, email and instant messaging
* Work autonomously using the department process and procedures as a guideline
* Work with minimal supervision on a daily basis and exercise independent thought
Required Skills:
* Minimum of 3 years experience in a complex, large-scale distributed environment with an emphasis on combined Distributed and Network technology support
* Minimum of 2 years of experience with Unix / Linux / AIX and have system administrator-level knowledge in these areas
Must possess three or more skills and have a System Administrator knowledge level:
* Wintel
* Control-M / Autosys
* SAN / NAS / Backup
* Tivoli / Netview
* Data Network
* Data Circuit Technologies
* Experience with Incident, Problem, and Change process tools such as client Service Centre and Enterprise Change Management System
* IT Risk Management best practice experience
* Must have a strong technology background to understand change requests and to recommend alternate solutions
* Articulates the business value and impact of technical and non-technical information and understands when to escalate issues
* Exemplary standards of verbal and written communication
* Excellent customer service skills
* Knowledge of Distributed & Networking Best Practices
* Familiar with storage products - Storage Area Networks (SAN), Enterprise Storage Arrays, Network Attached Storage (NAS)
* Ability to work unconventional shifts is required
SGA is a Certified Women's Business Enterprise (WBE) celebrating over thirty years of service to our national client base for both permanent placement and Consulting opportunities. For Consulting positions, we offer a variety of benefit options including but not limited to health & dental insurance, paid vacation, timely payment via direct deposit in addition to transferring H1B Visa sponsorship. Please inquire about our referral program if you would like to submit a candidate for any of our open or future job opportunities. To view all of our available job postings and/or to learn more about SGA please visit us online at ****Software Guidance & Assistance
Web: ****

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