Sr Specialist - Service Support (SD)

Your Opportunity

Your opportunity

At Schwab, you’re empowered to make an impact on your career. Here, innovative thought meets creative problem solving, helping us “challenge the status quo” and transform the finance industry together.

The System Administrator for Information Technology Operations (ITO) serves as the primary point of contact for technology teams and vendors.  This role participates in the technical service fault detection, service recovery, escalation and communications to ensure quick response to service disruptions. This position also provides proactive monitoring of all factors having a bearing on high availability and service level attainment. This will include frequent interaction with product engineering and support organizations, application development, and business personnel.

This role assists in Incident management and facilitation of technical recovery call conference with various engineering teams to ensure production system environment operate reliably and efficiently.  This team is one of five supporting 24/7/365 mission-critical operations, and this role will operate the hours of 1:00 pm- 1:30 am ET, Friday to Sunday.  The role may require some flexibility on start and end times to accommodate business need.

This is a flexible role that allows for work out of a home office with the expectation of periodic, physical presence as defined by the employee’s manager.

Operational Responsibility:

•    Alert monitoring, triaging and recording incidents, participating in service recovery events, and handling incoming calls and tickets from business            partners. 
•    Provides support for routine production problems that have been escalated to the command center and/or technicians.  
•    Facilitate Tech conference calls involving several technology and business teams leading to service restoration.
•    Evaluates issues and escalates to senior technicians, engineers and/or the vendor as appropriate. Tracks the status of the issue and provides                updates to stakeholders as required. Updates internal ticketing systems as required.
•    Provides support for routine production problems that have been escalated to the command center and/or technicians.
•    Build productive internal/external working relationships with peer and above-level positions to ensure tasks are completed. 
•    Completes work assignments based on departmental priorities and system criticality, under general instruction from senior administrators.
•    Execute server change tickets to which a Data Center resource is assigned.
•    Maintains and increases technical knowledge by attending training activities and establishing personal networks.
•    Performs other duties as assigned or apparent.

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

    3-5 years of experience in a large 24x7 high availability data center environment (1000+ servers)
    Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training. 
    A solid understanding of a UNIX and Windows Server-based operating systems.
    Experience working with load balancers, to add/remove servers and/or service ports from load balancers.

    Familiarity with fundamental networking/distributed computing environment concepts, use of basic network commands for troubleshooting/DNS             validation and basic routing concepts. 
    Fundamentals on writing scrips in some administrative languages (PowerShell).
    Use of monitoring system (Managed Objects) to acknowledge, investigate, close, or escalate alerts.
    Use of ticketing system (BMC Remedy) to create, document, escalate, and re-assign tickets.
    Able to perform administrative tasks such as paging out to business partners, transcribing technical conference calls, and answering calls from               phone queue. And working experience with Schwab systems and prcoesses.
    Must possess the ability to prioritize and perform multiple tasks simultaneously.
    May be called upon to assist with an outage and or event to restore services.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities

What you are good at

What you have

To ensure that we have fulfilled our promise of "challenging the status quo," this role has specific qualifications that successful candidates should have.

Required Qualifications

    3-5 years of experience in a large 24x7 high availability data center environment (1000+ servers)
    Possess specialized knowledge and understanding of server operating systems normally obtained through formal technical training. 
    A solid understanding of a UNIX and Windows Server-based operating systems.
    Experience working with load balancers, to add/remove servers and/or service ports from load balancers.

    Familiarity with fundamental networking/distributed computing environment concepts, use of basic network commands for troubleshooting/DNS             validation and basic routing concepts. 
    Fundamentals on writing scrips in some administrative languages (PowerShell).
    Use of monitoring system (Managed Objects) to acknowledge, investigate, close, or escalate alerts.
    Use of ticketing system (BMC Remedy) to create, document, escalate, and re-assign tickets.
    Able to perform administrative tasks such as paging out to business partners, transcribing technical conference calls, and answering calls from               phone queue. And working experience with Schwab systems and prcoesses.
    Must possess the ability to prioritize and perform multiple tasks simultaneously.
    May be called upon to assist with an outage and or event to restore services.

In addition to the salary range, this role is also eligible for bonus or incentive opportunities