Senior ITS Operations Center Technician

Overview

Our history:

From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nationwide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.
Who We Are:

Conexess is a full-service staffing firm offering contract, contract-to-hire, and direct placements. We have a wide range of recruiting capabilities, from help desk technicians to CIOs. We are also capable of offering project-based work.
Position Summary

POSITION SUMMARY:

Anchor role on shift ensuring redundancy, quality control, and completion of compliance tasks during incidents. Leads initial incident coordination until infrastructure teams assume command; updates runbooks; coaches team members.

Essential Functions

Operational Leadership
Coordinate two-person coverage to maintain monitoring while executing walk-throughs and escalations
Mentor Tech I/II; update SOPs, runbooks, and shift checklists

Incident Management
Serve as first Incident Commander for infrastructure/data center events; initiate bridges; manage initial communications
Capture timelines and decisions; ensure ticket hygiene and documentation during incidents

Quality & Routing
Validate CI accuracy and routing quality; remediate misrouting trends with teams
Partner with teams to improve KB content and handoff consistency

Change Window Monitoring
Monitor after-hours change windows; act as on-site observer; log outcomes and variances; verify post-change health

Qualifications, Education, Knowledge, Skills

Qualifications

On-site role; 12-hour Panama rotation including nights/weekends/holidays

Education

Associate/Bachelor's in IT or related preferred

Knowledge

Advanced troubleshooting across network/data center domains
Incident bridge leadership best practices
SOP/runbook development

Skills

High judgment under pressure
Concise executive updates
Strong cross-team coordination

Work Environment and Travel Requirements

On-site data center environment with frequent standing/walking, lifting up to 40 lbs, PPE adherence, and exposure to environmental noise; safe work practices required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential job responsibilities.
The position is:

On-site

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