To become a recognized leader within Schwab’s technical community delivering the highest levels of system and infrastructure availability for one of the largest most respected financial service companies in the country. Break outside of a traditional IT support role and become a critical liaison between the business, external technology vendors (SaaS / IaaS / PaaS / HaaS /Virtualization, Cloud etc.) and IT.
The Availability team's primary objective is to optimize the capabilities of the IT infrastructure and supporting organizations to deliver sustained levels of availability that enables the business to meet or exceed objectives. Availability team members will also participate at some level in all aspects of IT Service Management processes.
Availability Management
Daily oversight of critical Business Services, application and infrastructure up time/availability.
Development of continuous Availability improvement plans for critical business services
Participate in Technical Governance and Risk Mitigation processes
Incident Management
Recovery Coordinator - Responsible for organizing and directing internal and external resources during recovery calls ensuring prompt system recovery with minimum disruption to the business. Measured by Mean Time to Restore (MTTR) metric
Oversight, tracking and reporting of service impacting trends.
Participation in Post Incident follow up process (PTIR/PIR) & communication
Problem Management
Ensure Root Cause eradication of service impacting incidents
Change Management
Review of daily changes for critical business and infrastructures
Assess impact & risk of changes. Recommend enhancements to minimize risk
Track Request for Change (RFC) implemented to FIX service impacting incidents
Release Management
Responsible for “production readiness” for critical Business Services and infrastructures
Oversight of successful roll-outs and upgrades for critical Business Services and infrastructures
Relationship Management
Liaison between the business and TIS
Establish and maintain relationships with internal technology team, business units and external technology vendors
Participate in Service Level Agreement (SLA) negotiations for internal and external technology partnerships
Participate in technology aspects of business sponsored RFIs/RFPs
Continuity Management
Oversight and coordination of ‘Failover & Stress” testing for critical Business Service and infrastructures
What you have:
8+ years of experience working in Windows, Linux, Mainframe SaaS, Cloud supported environments at an advanced skill level.
Demonstrated experience of at least two years in a similar role of coordinating service restoration activity across multiple technologies.
Technology includes: Windows in multi-tiered .NET infrastructure, Solaris, Red Hat Linux, AIX, VERITAS product suite, web services, MS Clustering, SAN/NAS, Database technology, VPS, VSI, VDI.
Experience with IIS/Web services in a load balanced Active Directory global infrastructure.
Experienced working with TCP/IP, DNS, and traffic flows.
Demonstrated ability to understand multiple technologies and how they inter-relate and integrate.
The ability to manage complex technology, architecture and design initiatives.
Excellent communication skills (oral and written) and technical understanding to take complex technical concepts and present them to a range of technical and non-technical audiences.
The ability to exercise sound judgment and make timely decisions considering all alternatives during a crisis situation.
Demonstrated ability to envision, create and implement creative solutions to problems.
Ability to participate in 24x7 support schedules with some travel.
In addition, ideal candidates will also have the following desired qualifications:
Bachelor’s degree in computer science or information technology
Experience in Financial Services
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