PennyMac Operations Engineer in Plano, Texas
Data Ctr & System Services
PennyMac’s Operation Center Engineer is responsible for the 24/7/365 monitoring of the PennyMac Network and the customers (internal and external) that use it. This network comprises of hardware, software and network technologies. The Operations Engineer
will be the primary response and point of contact for all customers (internal and external) with the intent of resolving more than 85% of the issues.
The Operations Engineer will have the authority to escalate cases outside of their ability to additional groups within PennyMac when necessary and follow through to a timely resolution. The position will be expected to interact heavily with various customers
using phone, chat or email to promptly resolve issues ensuring customer satisfaction
Duties and Responsibilities
Manage and maintain the nagios Monitoring Systems (this system reports on the status and performance of PennyMac's network, Systems, Applications, etc).
Fault handling and escalation (identifying and responding to incidents on PennyMac’s systems and networks, liaising with 3rd party suppliers, handling escalation through to resolution).
Development Operations (release and configuration management, maintain recipes for automated deployments to address issues and bug fixes).
Server build and installs, application upgrades, network equipment build and installation. Maintaining hardware serial audits, writing custom monitoring plugins and configuring graphing.
Security Operations (Hardening systems to make sure that no vulnerabilities exist within the core PennyMac systems).
Facilities provisioning and maintenance (installing racks, setting up power, installing Ethernet, fiber and console cabling, remote power and KVM, monitoring and management of air-conditioning, UPS, generators, power usage, running health and safety and
housekeeping checks at PennyMac IDFs).
Maintenance of WIKI and technical documentation (for the Operations Center) of processes and procedures used throughout normal operations.
Development of knowledge and skills in network and system administration, particularly with regard to PennyMac's own architecture and platforms.
Tier 3 Support for co-location, customer backup network and ISP services. Participate in a 24x7 issue tracking/resolutions if required.
4 Year college degree (Bachelor or equivalent)
3+ years experience
4-year degree in a technical discipline preferred (or equivalent experience)
Must have full understanding and experience maintaining, managing and monitoring remote servers running Linux and Windows OS
Must have working knowledge of network troubleshooting, traceroutes, pings, etc.
Able to monitor entire PennyMac infrastructure via various tools and open proper tickets with the appropriate information for a quick resolution
Ability to quickly and efficiently address customer needs by providing solutions to customer issues or escalating to another support group when necessary
The candidate must have a strong customer service orientation with excellent verbal and written communication skills
Must be able to communicate clearly and succinctly to our customers in regards to issues
Possess the ability to translate a complex problem into a simpler language for the customer and vice versa
Flexible to cover other shifts as needed in a 24/7/365 Operations Center environment
Must be willing to work night (10pm-6am) and/or swing (2pm-10pm) shifts, including weekends!
PennyMac is an Equal Opportunity Employer