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Ross Stores, Inc. Technical Services Coordinator II in Rock Hill, South Carolina

GENERAL PURPOSE:

Responsible for the administration and oversight of the 24/7 batch processing schedule. Participate in monitoring, troubleshooting, resolving and/or escalating issues within the Ross Stores computing environment including networks, servers, and other data center components which are critical to the infrastructure. Leverage the NOC tools to proactively monitor systems and applications for potential issues or failures, and correct following documented processes or escalate problems before they can have an adverse effect to the customer.

Incumbent must assure that the Ross Stores philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.

ESSENTIAL FUNCTIONS:

•Maintain production job schedules in the BMC Control-M job scheduling system. Insure batch processing occurs successfully within predefined SLA’s. Identify failures and using documented processes and troubleshoot or escalate accordingly.

•Execute on-demand procedures such as file transfers, administration of the tape handling system, change system requests, etc.

•Proactively monitor for issues and failures on the various systems, network, and applications using Ross standard software tools and techniques. Use Ross standard tools and other documented methods to troubleshoot, resolve, and / or escalate accordingly.

•Proactively monitor for issues or failures of various vendor managed systems deployed in the Ross environment. Maintain communications with external vendors and internal employees to insure quick and appropriate resolution.

•Maintain relationship and open communications with external vendors and trading partners. This might include both email and verbal methods of communications, as dictated by the situation.

•Documents all problems or issues in the ServiceNow trouble ticketing system. Escalate critical issues within documented SLA’s and proactively follow up for timely results.

•Works with Ross Systems Administration & Engineering groups to insure tools are working properly and that thresholds are set accordingly. Provides feedback to the administrators as to how the tools could be better displayed and leveraged, making the NOC more efficient.

•Creation and updating of Documented NOC procedures

•Support the installation of new and repurposed hardware such as racking and cabling of server and network equipment.

•Other duties as assigned

COMPETENCIES:

•Analysis and Judgment

•Customer Service

•Drive Results

•Interpersonal Effectiveness

•Technical Competence

•Business Acumen

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

•Associate’s degree preferred. A combination of education and experience is acceptable.

•Minimum 3 years of experience as a computer operator

•Minimum of 1-3 years in a data center operations center and NOC environment

•Minimum 3 years of experience with Job / Batch scheduling applications, preferably BMC Control-M

•Minimum 3 years of experience with media management. Understanding of Iron Mountain’s vaulting system a plus.

•Understanding of system and network administration concepts, specifically with Microsoft and Cisco products

•Excellent written and verbal communication skills

•Ability to listen to customers and respond positively to their requests

•Understanding of formalized change control system and procedures.

•Ability to analyze problems and recommend solutions

•Ability to work collaboratively with other departments.

•Ability to lift and carry items up to 50 lbs.

PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer.

Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.

Consistent timeliness and regular attendance.

Vision requirements: Ability to see information in print and/or electronically.

Ability to lift and carry items up to 50 lbs.

SUPERVISORY RESPONSIBILITIES:

None

DISCLAIMER:

This position description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

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