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PacifiCorp is seeking customer-centric candidates to grow and sustain our commitment to a culture of customer service excellence, environmental sustainability and diversity, equity and inclusion.

General Purpose

Working independently under minimal supervision, position is responsible for the data management and design, implementation, maintenance and monitoring of database technologies and related software Provides computer operations incident and problem resolution in a multi-platform, corporate 24×7 data center operations environment by performing front-line event management for all information technology business critical applications, servers, peripherals, telecommunications, the mainframe, desktops and laptops and IT computing facilities. Serves as a mentor/trainer for the team members with less experience. Recommends and implements improvements of client accessibility to corporate information. 

Responsibilities

• Monitors information technology and responds to alerts to support high availability and restoration of services. 
• Applies troubleshooting and technical skills as well as coordinates with company workgroups, internal and external technical service providers, and external business partners to resolve incidents. 
• Responds to and diagnoses problems through troubleshooting and analysis, independently or with other information technology support personnel on server/network, desktop or mainframe applications and hardware systems. 
• Ensures compliance with cyber security and operational practices. 
• Creates work tickets to ensure proper tracking, prioritization and escalation of incidents and service requests.  
• Monitors all information technology systems, networks, devices and facilities to proactively identify service impacting events. 
• Provides front-line responses to alerts by analyzing, diagnosing and resolving incidents utilizing knowledge base and a variety of hardware and software diagnostic/testing tools and techniques.
• Acts as the technical liaison support between other information technology groups and the technology resource center.  Confers with internal and external technical support staff including vendors and carriers to work on affected hardware, software and associated peripheral devices including voice and data circuits.  
• Utilizes technical and troubleshooting skills to work directly with cross-organizational teams and external resources to provide timely resolution to incidents within service level agreements (SLAs).
• Prioritizes actions required on concurrent events identified through automated alerts, monitoring, or direct contact by a company workgroup, internal or external technical service providers or external business partners.
• Coordinates planned outages and maintenance work with internal and external technical service providers as it integrates with the incident management process. 
• Acts as the incident manager during critical and major incidents by coordinating the execution of the information technology emergency action plan (ITEAP).  
• Convenes and facilitates the incident team, communicates with stakeholders, documents the incidents and completes major incident reviews. Facilitate regular incident review meetings with stakeholders. Provides required incident reports and coordinate follow-up actions.
• Facilitates continuous improvement of the major incident management process. 
• Conducts periodic major incident drills and coordinates updates to major incident procedures.
• Provides technical input to assist in the development of project planning and performing quality assurance functions related to ICOC interfaced technologies.
• Assists with developing the documentation for work procedures and processes and provides training and mentoring for ICOC Technicians.
• Participates in a weekly on-call team rotation schedule for after-hours support. Provides limited after-hours support for service desk rollover calls.
• Performs any additional responsibilities as requested or assigned

Requirements

• Bachelor’s degree in computer science, information technology or related field; or equivalent work experience. (Typically four years of additional related, progressive work experience would be needed for candidates applying for this position who do not possess a bachelor’s degree.)
• Five years of related experience in a technology NOC or integrated operations center role and experience with disaster recovery plans and related technologies.
• Advanced level analysis and design skills involving the ability to gather data on systems issues and to diagnose server, voice or network alerts, events or issues.  
• Demonstrated knowledge of current technologies, tools, applications, and vendors along with an understanding of common information architecture frameworks. 
• Professional technical certifications in infrastructure solutions or ability demonstrate equivalent knowledge.  
• Ability to prioritize and handle multiple tasks and projects concurrently. 
• Advanced knowledge of utility energy management and industrial control networks desirable. 
• Demonstrated proficiency in two of the following core disciplines and a balance of advanced skills and knowledge in the remaining disciplines: network device management, firewalls, network switching, windows server administration, linux administration, unix server administration, infrastructure security.  
• Effective analytical, problem-solving and decision-making skills. 
• Effective oral and written communication skills.   

Preferences

Additional Information

Req Id: 110749 
Company Code: PacifiCorp   
Primary Location: PORTLAND     

Department: PacifiCorp Corporate 
Schedule:FT  
Personnel Subarea: Exempt
Hiring Range: $ 98,200 – $ 115,500  
This position is eligible for an annual discretionary performance incentive bonus of up to 15.00% of salary.   

Benefits: Health care, retirement, paid time off, tuition assistance, paid short-term and long-term disability, paid bereavement leave. For more information, please visit: https://careers.pacificorp.com/content/New-Benefits-Page/?locale=en_US 

Employees must be able to perform the essential functions of the position with or without an accommodation.

At PacifiCorp, we celebrate diversity, equity and inclusion. PacifiCorp is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, medical condition, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.

All offers of employment are contingent upon the successful completion of a background check and drug screening.