Overview

Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology solutions in support of Tufts’ mission of teaching, learning, research, innovation, and sustainability. With staff across all of Tufts’ campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community. We promote a collaborative, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development. Learn more about TTS on our website.

What You'll Do

The Operations Analyst position will provide hands-on installation, maintenance, modification, and repairs on all physical equipment (servers, storage, switches, etc.) located within the data centers, networking / telecommunications rooms, and major routing hubs.

Responsibilities include:

• Monitor, implement and support of data center and network / telecom closets infrastructure including racks, cabling, UPS units, RPDU (rack PDU), and environmental controls through DCIM (data center infrastructure management) tools such as Schneider Electric Struxureware and Johnson Controls Metasys
• Support data center operators in their duties, monitor systems and applications, work with internal TTS clients, and communicate with vendors
• Troubleshoot and resolve incidents, in adherence to TTS processes regarding incident tracking, response, and documentation
• Plan and document project work, schedule equipment and infrastructure installation, assist in resource planning
• Report to the Manager of Data Center and Infrastructure Operations and the Senior Operations Analyst, while completing specific projects independently
• Participate in the on-call rotation of the Data Center during unattended hours

What We're Looking For

Basic Requirements:

• Knowledge and experience typically acquired through a High School Diploma and 3-5 years of related work experience
• Must have a valid drivers’ license
• General knowledge of data center facilities and infrastructure including power, HVAC, structured cabling, rack management and security
• Excellent communication, customer focus, problem solving, conflict management, time management and interpersonal skills required
• The ability to work independently and manage and prioritize multiple competing tasks and projects. Ability to respond quickly to emergency situations and resolve issues
• Share in an on-call rotation and to provide support outside of normal business hours as needed while on-call and for occasional planned maintenance events
• This position requires that the employee provide their own mobile device capable of sending and receiving business email, text/SMS and phone calls. The employee will receive a standard rate of partial reimbursement for this expense.

Preferred Qualifications:

• Associate or bachelor’s degree in Computer Science or related field
• A self-starter who can handle operational problems requiring sound judgment and an expectation of independent action to solve these problems
• Ability to mentor and oversee junior operations staff
• Strong written and verbal communications with both technical and non-technical staff
• Industry standard certification or delegation such as CCNA, RHCE, MCSE, CCNP, CCIE
• Effective communication skills and experience speaking and presenting in front of small groups
• Experience with Schneider Electric Struxureware Data Center Expert, Operations, and EcoStruxure IT Expert / Advisor Infrastructure Management software (DCIM)
• Cisco DNA Center
• Working technical knowledge of VoIP/IP telephony system

Special Work Schedule Requirements:

• The work designation for this position is on-site
• This position is not eligible for Flex Time work schedule as the demands of the job require support Tufts community during regular business hours, and the management of a 24x7 service
• This position requires participation in on-call rotation for 24x7 coverage