University of Texas at Austin

Job Posting Title:

Data Center Tier I Lead

Hiring Department:

Enterprise Technology - University Data Center

Position Open To:

All Applicants

Weekly Scheduled Hours:

40

FLSA Status:

Exempt

Earliest Start Date:

Immediately

Position Duration:

Expected to Continue

Location:

AUSTIN, TX

Job Details:

General Notes

This is an on-site role with a four-day workweek, consisting of 10-hour shifts on a rotating schedule, including weekends. This position will mainly follow a second shift schedule.

This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses).

Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

Your skills will make a difference

You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus.

The University of Texas at Austin and Enterprise Technology provide an outstanding benefits package to our staff. Those benefits include:

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, and holidays
• Teachers Retirement System of Texas (a defined benefit retirement plan)
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card

For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards

Must be authorized to work in the United States on a full-time basis for any employer without sponsorship.

This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work.

Purpose

This position will provide technical, supervisory and organizational skills for the University Data Centers Tier 1 operations team. The role involves performing, overseeing and coordinating duties and processes related to the operation and monitoring of computer systems and peripheral equipment within a data center environment. The goal is to ensure overall availability and reliability to meet or exceed defined service levels of the data center. The lead role will also be the primary technical resource for the department, planning and creating projects to further the effectiveness of the team.

Responsibilities

Lead Operator Performance Responsibilities:

• Monitor and control the operation of computer system consoles.
• Analyze and escalate reported issues, coordinating resolution.
• Provide Tier 1 assistance for customers (e.g., hard drive swaps, crash cart connections, power cycles, media destruction).
• Perform other data hall tasks, including physical site checks and escorting visitors, ensuring security and proper access controls for UDC Austin data centers.
• Handle shipping/receiving and delivery/pickup of equipment and parts.
• Maintain acceptable driver rating as established in Policy UTS157 in order to drive on- and off-campus utilizing University-owned vehicles.

Lead Operator Supervisory Responsibilities:

• Providing subject matter expertise, project assignments, training, team direction, and support leadership. The position requires a planned 40 hours per week with a rotating shift between weekdays and weekends, based on business needs, including emergency coverage.
• Coordinate and oversee daily functions of computer operators in the Command Center, including monitoring incoming requests via ticketing system and email, ensuring requests are being addressed swiftly and completely.
• Maintain and create new document standards as needed. Review and monitor processes and procedures, providing feedback and guidance to operators and management. Ensure standard operating procedures, workflows, and training materials are current and relevant.
• Create, generate and review key performance indicator and service level agreement reports to monitor team and departmental performance.
• Provide support and communication to operators, management and customers.
• Serve as the primary point-of-contact for all daily and strategic departmental projects.
• Lead training of new team members and ongoing training for current teams.
• Ensure team adherence to scheduled shifts, breaks and evaluate timesheets. Coordinate staffing schedules.
• Must be able to work independently without oversight.
• Act as the primary lead in the absence of the Tier 1 Manager, stepping in as necessary for decision-making and team support.
• Perform other related functions as assigned.

Required Qualifications

• Minimum of four years’ experience in a technical leadership role within an operations center or similar technical environment possessing sharp supervisory skills, including team oversight, task delegation, performance tracking and customer service.
• Very strong technical knowledge in areas such as Windows 11, Microsoft Office 365 (including Visio and Copilot), ServiceNow (creating dashboards, KPI and SLA adherence reports), and the ability to maintain and learn new technical products.
• Strong skills in documentation and report writing.
• Analytical skills and the ability to identify, define, interpret and resolve issues.
• Above average organization skills with the ability to exercise discretion and ingenuity.
• Ability to coordinate and communicate with other functions and units. Elevated interpersonal relations skills, including written and oral communications.
• High School Diploma with work experience in a related field.

Preferred Qualifications

• Bachelor’s or associate degree in computer science. Technical certifications are a plus.
• Minimum of three years’ experience working in a higher education environment.
• Minimum of three years’ experience providing support to mission-critical data center operations.
• Ability to manage by influence.
• System administration of Windows and/or Mainframe platforms.

Driving Required

This job requires a class "C" operator's driver's license. The applicant selected must provide a current three-year driving record from the current state of residence. If not currently a Texas resident, a Texas driver's license must be obtained within 30 days of becoming a Texas resident. The driving record will be evaluated to determine eligibility to drive a university owned vehicle.

Salary Range

$60,000 + depending on qualifications

This position is eligible for shift differential pay.

Working Conditions

• May work in all weather conditions
• May work in extreme temperatures
• May work around standard office conditions
• May work around electrical and mechanical hazards
• Repetitive use of a keyboard at a workstation
• Use of manual dexterity (ex: using a mouse)
• Lifting and moving (up to 50 lbs.)
• May perform duties in non-office settings including walking, bending, climbing stairs and ladders

Work Shift

• This is an on-site role with a four-day workweek, consisting of 10-hour shifts on a rotating schedule, including weekends. The position will mainly follow a second shift schedule.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes.

Important for Current university employees and contingent workers: As a current university employee or contingent worker, you MUST apply within Workday by searching for Find UT Jobs. If you are a current University employee, log-in to Workday, navigate to your Worker Profile, click the Career link in the left hand navigation menu and then update the sections in your Professional Profile before you apply. This information will be pulled in to your application. The application is one page and you will be prompted to upload your resume. In addition, you must respond to the application questions presented to upload any additional Required Materials (letter of interest, references, etc.) that were noted above.

Employment Eligibility:

Regular staff who have been employed in their current position for the last six continuous months are eligible for openings being recruited for through University-Wide or Open Recruiting, to include both promotional opportunities and lateral transfers. Staff who are promotion/transfer eligible may apply for positions without supervisor approval.

Retirement Plan Eligibility:

The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length.

Background Checks:

A criminal history background check will be required for finalist(s) under consideration for this position.

Equal Opportunity Employer:

The University of Texas at Austin, as an equal opportunity/affirmative action employer, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, or veteran status in employment, educational programs and activities, and admissions.

Pay Transparency:

The University of Texas at Austin will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Employment Eligibility Verification:

If hired, you will be required to complete the federal Employment Eligibility Verification I-9 form. You will be required to present acceptable and original documents to prove your identity and authorization to work in the United States. Documents need to be presented no later than the third day of employment. Failure to do so will result in loss of employment at the university.

E-Verify:

The University of Texas at Austin use E-Verify to check the work authorization of all new hires effective May 2015. The university’s company ID number for purposes of E-Verify is 854197. For more information about E-Verify, please see the following:

• E-Verify Poster (English) [PDF]
• E-Verify Poster (Spanish) [PDF]
• Right To Work Poster (English) [PDF]
• Right To Work Poster (Spanish) [PDF]

Compliance:

Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.

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