Job description

Site Resiliency Operations (SRO) – Job Description

1.0 GENERAL REQUIREMENT

Empathy and great interpersonal skills are a must to form a seamless and progressive working relationship with Business and therefore are key qualities to have in the incumbent to excel in this role.

As a member of the SRO- Site Resiliency Operations team, the incumbent with a minimum of 7 years technical experience will provide On-Site support at client’s SRO designated sites (mostly Manufacturing, or Distribution operations sites) and will be responsible to ensure the sites are efficiently operated and maintained in accordance with design specifications to effectively safeguard local site business operations. Key responsibilities of a SRO include but are not limited to performing Pre-shift Health checks and floor walks for operations floor devices/network. RF Guns and Warehouse Management Apps basic troubleshooting and Shop floor Printers support. SRO role would also include triage of I4.0 and OT applications and systems.

SRO will be Single point of contact for a site, responsible to perform and/or coordinate infrastructure/application related P1/P2 incidents, changes, service requests, problem management.

IT Hardware Asset management, RF Guns inventory/fleet management, coordinating wireless survey, Hands & Eyes for IT support groups, and maintain/oversee work in MDF/IDF are few additional items in-scope for a SRO. The role requires license/EHS clearance and insurance to operate at heights to access switch and server racks placed above the ground. . A strong customer support focused experience is required as well as technical aptitude and ability to research, coordinate and own complex issues.

2.0 RESPONSIBILITIES:

2.1 Operational Responsibilities:

· Single point of contact for a site, responsible to perform and/or coordinate infrastructure/application related P1/P2 incidents, changes, service requests, problem management-

SPOC for site related critical indents- Incident reporting to Critical Incident Team and work closely with the assigned incident manager for quicker coordination with all the required support groups, and escalating to next levels, if required, for faster resolution.

o Provide additional communication to plant supervisors

o Follow up on RCAs

o Coordinate Site related outages planning and IT maintenance

· Operations floor/Shop floor management operations support for duties that include-

o RF Guns basic troubleshooting and end to end support including but not limited to coordination with Apps, Network support groups and Vendor coordination.

i. Maintain inventory and up to date fleet of RF Guns at the SRO sites

ii. Coordinate with vendor for refresh of RF Guns at the SRO site.

iii. Maintain the inventory in CMDB

o Zebra and/or similar Printer configuration and vendor coordination support for hardware and software support issues

o Basic troubleshooting of Warehouse management Apps, and coordination with Apps/Infra support group and vendors for L2/L3 support

o Main systems support (Dematic, JDA etc as applicable per client site)- SRO will do basic triage using SOPs & L1 support training provided to them, and will follow existing incident management/other ITSM processes to coordinate or Triage with other teams.

· Perform Pre-shift Health checks and floor walks for operations floor devices/network and follow documented process for the remediation of any issues identified. Checks include-

o Network speed/availability, Wireless connectivity/AP Health check, Systems availability, Local File Servers

o Infor XPPS and AS400 systems

o D3 Archive

o Automatic High Rack

o Input devices checks (Scan guns/Terminals etc),

o Printer Health checks (Laser, Zebra printers, label printers- specific to floor line operations)

o UPS Health spot checks

· Perform Server room/IT room facilities management operations for Hands and Eyes administration duties that includes:

o Physical support (Racking and Stacking) of servers, network devices, UPS health, RF Guns and other equipment’s during the support, changes, upgrades, commissioning and Decommissioning activities

o Coordinate with SBD Third party for cabling, cable routing and cable management within racks

o Support for Component upgrades, swaps, change-out, Lights-on verification, reboots

o Assists in the infrastructure EOL planning and replenishment prioritization

o Basic troubleshooting of Network and compute and coordination with Infra/Apps support groups and vendors for L2/L3 support

· Understand the installed infrastructure design at all location along with the knowledge of potential impact on business services in the case of infrastructure and application issues/outages

· Coordinate with OEM vendors and manage replacement of faulty parts under warranty, maintenance, Return Merchandise Authorization (RMA)

· Periodically recommend stock levels for critical infrastructure spares to ensure infrastructure incidents can be resolved within the documented SLAs

· Manage shipping, receiving, provisioning and decommissioning processes

· Asset and inventory management of IT hardware and supplier.

o Responsible for all Site asset data in ServiceNow CMDB and ensures that it is up to date and correct

· Act as the local site interface for vendors - Telecommunications providers, Equipment vendors and associated service partners/contractors, Backup media handling transport and storage service providers for tape backup and Local facility managements providers

· Daily/Weekly Backup Tape changes as per client defined Backup processes

· Comply to client’s ITGC and Site specific compliance requirements

· Participate in Change Review Board (CRB) meetings to support change activities

· Work with appropriate team in developing appropriate communications to end-users, on planned/unplanned outages.

· Perform required backup media handling support

· Provide assistance for special activities, operational events and business activities as applicable to the location being served.

· Emergency response (on-call) support for P1 Incidents

2.2 Health and Safety Responsibilities:

· Take every reasonable precaution to protect the health and safety of fellow employees, themselves and any other person at or in the vicinity of a work site; as well as, cooperate with all persons involved to that end.

· Read, understand and comply with the company’s safety policies, rules, procedures and practices.

· Notify management of any unsafe or harmful acts or conditions that may impact health, safety or the environment.

· Promptly report to management all incidents, including injuries, illnesses and near misses.

· Observe general principles of incident prevention and participate in the requirements of the safety program.

· Use devices and wear PPE as per regulatory requirements and HCL’s and client’s standards.

· Refrain from causing or participating in harassment or violence.

· Operate, use or maintain all tools and equipment in accordance with established or accepted procedures and practices.

· When performing work on behalf of HCL on a client’s work site, abide by the policies, rules, and procedures that are stipulated within the client’s safety program.

· Set an example for good safety conduct.

Job Type: Full-time

Salary: $27.00 - $30.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Paid time off

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Hagerstown, MD: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer support: 5 years (Preferred)
• Technical support: 5 years (Preferred)
• Operations management: 5 years (Preferred)

Work Location: One location

Speak with the employer
+91 +1 908-224-3068

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