Sr. Associate, Technology Operations Center (TOC)

Responsibilities

• Accountable for ensuring the high availability and performance of critical enterprise infrastructure
• Operate as a key member of the Technology Operations Center and partner closely with engineering and support teams to monitor systems, manage incidents, and deliver operational excellence
• Provide 24x7 monitoring and system support for business-critical environments, proactively identifying service-impacting events across IT systems, networks, and facility conditions
• Own, track, and manage incidents from inception to resolution; help to accurately create documentation, updates, and closure within established SLAs; utilize and maintain standard operational runbooks to quickly mitigate or resolve incoming incidents and support requests
• Promptly escalate complex issues to appropriate engineering disciplines or external vendors, coordinating until a resolution is reached
• Apply operational tools and diagnostics to identify potential issues in production environments, collaborating with cross-functional teams to maintain the highest quality of service
• Assist in identifying gaps in current monitoring, alerting, or documentation to improve overall TOC efficiency

Qualifications

• Minimum three years of recent experience working in enterprise IT infrastructure operations, systems administration, network support, or a command-center environments
• Bachelor's degree from an accredited college or university is preferred; minimum of a high school diploma or GED required; relevant industry or vendor certifications (for example, ITIL Foundation, CCNA, CompTIA Network+/Linux+, or Microsoft Certified Associate) are highly preferred
• Proven experience troubleshooting enterprise servers (Windows/Linux), networks (routers/switches), and infrastructure environments
• Knowledge of ITSM Platforms such as ServiceNow or equivalent ticketing systems: familiarity with SCOM, SolarWinds, Uptrends, SquaredUp, or similar enterprise monitoring tools; basic queries/troubleshooting in SQL Server or Oracle; Windows Server and Linux administration basics
• Strong verbal and written communication skills with the ability to clearly document technical incidents; ability to perform Pitman Schedule shiftwork, including alternate weekends
• Excellent problem-solving, organizational, and independent judgment skills, with a strong focus on team collaboration and customer service