IHG Senior Admin Systems in Alpharetta, Georgia
Senior Admin Systems
Job Number R155120
Hotel Brand: IHG Corporate
Americas - United States - Georgia - Alpharetta
Bringing True Hospitality to the world.
We want to welcome you to a world of bringing True Hospitality to everyone. When you join us at IHG®, you become part of our global family. A welcoming culture of warmth, honesty and a passion for providing True Hospitality.
We pride ourselves on letting your personality and passions shine, recognizing the individual contribution you make and supporting your ambition to learn and create your own career path. In making a difference to our guests and owners, colleagues and communities, every day is a chance to create great and unique experiences, in your own way.
With over 370,000 colleagues in nearly 100 countries sharing our values, there’s countless opportunities at your fingertips.
We’re growing; grow with us.
Your Day to Day
This position is responsible for providing the technical expertise and guidance in the Incident Management process and will be responsible for working within the Incident/Request queue, ensuring that the underlying cause of incidents is addressed and driving operational stability. This includes fulfilling user requests, resolving service failures, fixing problems as well as carrying out routine operational tasks for our business organizations. This position provides leadership, guidance and service support during events/incidents in the Operations Command Center (OCC) and assists in recovery and process actions on emergency bridges, as well as ensure that all service level agreements (SLA) towards the customers are met, including assurances that incidents are resolved in a timely manner, with appropriate actions to mitigate business/customer impact and provides critical incidents receive a post incident review, intended to identify systemic and root cause issues which require resolution once the immediate impact is closed.
Essential Duties and Responsibilities – (Key Activities)
Work in the Operations Command Center monitoring Systems and Applications
Provide superior customer service by being courteous, knowledgeable, and professional.
Utilize the trouble ticket system to log all requests and activities including documentation of special requests and customizations considered important for future support
Monitor the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions
Communicate with customers and internal staff at regular intervals to ensure expectations are set and that appropriate attention is being paid to customer requests
Escalate problems to the appropriate engineering disciplines within the organization or external vendors as required to achieve resolution
Lead and mentor junior team members
What We Need From You:
Bachelor's in a relevant field of work or an equivalent combination of education and work related experience.
6+ years’ experience with demonstrated proficiency in multiple disciplines including:
Large scale processing operations over a number of international data centers and networks
Advanced knowledge of the Linux operating system.
Experience with implementation, troubleshooting, and maintenance of Virtualized enterprise server hosts in VMware including experience with F5 load balancers; configuring and administrating LAMP Webservers, Oracle database servers and Java Virtual Machine (JVM) application environments.
Capable of analyzing/parsing custom formatted log files
Working experience using BASH/Perl, grep, awk, sed, tcpdump
Experience with VPNs, SSL (HTTPS/FTP)
Basic understanding of switches, routers, firewalls, VPNs and load balancers
Knowledge and experience with IP troubleshooting, TCP/IP, DNS, ping, trace route; troubleshooting T1 problems with vendors (Verizon, AT&T, etc.), and using a trouble ticketing system such as Remedy
Experience using network monitoring systems such as HP Openview, Solarwinds Orion, and Cacti
Experience troubleshooting Java based applications, performing heap and thread dumps and basic memory use analysis
Technical skills and Knowledge –
Strong business/customer focus, having worked in a Service Delivery role before is a plus very strong written and oral communications skills and will be used to working in business-critical environments.
The ability to work any of the three shifts as required or assigned including a willingness to work overtime, and on weekend with short notice.
Ability to coordinate resources from disparate teams
ITIL Foundation Certification or higher
Effective at managing multiple issues with conflicting priorities under tight deadlines
High attention to detail and accuracy with strong analytical, organizational, and problem-solving skills, customer communication skills with the ability to communicate technical issues to non-technical customers
Demonstrated knowledge in computing technology and computer processing operations.
What We Offer:
We’ll reward all your hard work with a great salary and benefits – including great room discount and superb training.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care, that you notice the little things that make a difference to guests as well as always looking for ways to improve - click here to find out more about us.
IHG is an equal opportunity employer. Minorities/Females/Disabled/Veterans