Technical Support Shift Lead

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank's managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve their technology performance and allow them to focus on their core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Technical Support Shift Lead is a member of the Managed Services team and reports to the Tier 3 Support Manager. The Shift Lead will provide direction and oversight for all members within their designated Tier during their shift. This individual will provide guidance and direction to ensure all organization and team goals are met and the team is focused on delivering world-class customer service.

This position will lead the members of their designated shift who are responsible for providing the 3rd level of support for monitoring and maintaining a diverse server and network infrastructure to meet and exceed the SLA requirements of the company and our customers according to established policies and procedures.

The ideal candidate for this position will have excellent communication skills and work well in a fast-paced, growing environment. The candidate must be able to support and maintain systems in an enterprise environment. This individual will be someone who can take direction from senior management, but also seeks opportunities to improve and stabilize the environment as well as implement efficiencies in daily processes.

Essential Job Functions:

• Management of work distribution for all tickets and alarms occurring within their designated shift
• Ensure team maintains customer and departmental OLA and SLAs
• Ensure prompt support is provided for all incidents that are raised by customers via the DataBank portal or by phone
• Focused on First Time To Respond (FTTR) for the queue, Time To Respond (TTR) and Mean Time To Resolve (MTTR)
• Follow established escalation procedures for escalating to internal departments or other teams outside of support
• Ensure proper escalation occurs between the various support tiers and engineering groups
• Serve as a technical mentor to other team members on assigned shift
• Serve as a member of the Support Management On-Call Rotation
• Participate in running of Critical Event Bridges for customer impacting events

Other Job Functions as Necessary:

• Monitor and respond to systems and application-level monitoring for DataBank's internal and customer systems
• Fulfill service requests for IaSS and PaaS customers to include Add/Remove/Change of systems resources
• Provide technical support to replicate and troubleshoot Windows and Linux server-side issues
• Perform system level, file level, and database restores as requested by customers
• Perform security patches for customers' Windows and Linux servers
• Support and manage web-based technologies to include IIS, Apache, NGINX, DNS, CloudFlare
• Configuration of ACL, NAT, and VPN on Cisco/Juniper firewalls, Managed Internet Troubleshooting
• Configuration of Virtual IP's, Pools, and iRules on F5 load balancers
• General MS SQL, and MySQL Database Administration and support to include the creation of users and databases
• Distinguish between client-side/server-side issues to perform general application troubleshooting
• Collaborate with Tier Manager on personnel issues and areas for training and development for members of the shift

Benefits

• Health, Vision, and Dental Insurance Packages
• Short- Term and Long-Term Disability Insurance
• Life Insurance
• 401k matched by company
• 3 weeks' Paid Time Off and Holidays