- Continuous real-time monitoring of incoming alarms - Prioritize, manage and own emerging and developing customer issues from start to finish - Quickly detect and diagnose service impacting events - Provide critical incident response/management for AWS Service Teams - Monitor and manage communications during high impact events via relevant channels - Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence - Drive down mean time to engagement and communication for all incident types - Broad understanding of AWS architecture and service inter-dependencies - Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates - Provide crisp and timely communication on developing issues to relevant stakeholders - Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence - Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues - Deliver customer impairment reports for relevant stakeholders - Ability to maintain composure in dynamic and high pressure situations

· Continuous real-time monitoring of incoming alarms· Prioritize, manage and own emerging and developing customer issues from start to finish· Quickly detect and diagnose service impacting events· Provide critical incident response/management for AWS Service Teams· Monitor and manage communications during high impact events via relevant channels· Work with key stakeholders across AWS to improve the customer experience and develop mechanisms that support operational excellence· Drive down mean time to engagement and communication for all incident types· Broad understanding of AWS architecture and service inter-dependencies· Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates· Provide crisp and timely communication on developing issues to relevant stakeholders· Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence· Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues· Deliver customer impairment reports for relevant stakeholders· Ability to maintain composure in dynamic and high pressure situations· Perform other duties as required by the organization

• Systems Automation: Provide automated solutions for data management, report generation, and general maintenance of a SirsiDynix Symphony Library system comprised of 6+ million MARC records. • Design and Implementation: Consult with stakeholders at the four CES schools to define software requirements. Establish software specifications and design systems in accordance with industry best practices. Create and test software with collaboration of the CES schools. Deploy software into an active production system with minimal disruption to patrons and staff. Provide support and maintenance for existing projects.• Planning and Project Management: Lead and manage innovative projects with contributors from other universities. Plan for the future growth and implementation of library services based on the ILS and related systems. Communicate with members of projects and library administration across institutional boundaries on the current progress of projects, and resolve issues as needed. Ensure that all cross-institutional projects are adequately provisioned and staffed. Provide technical expertise to administrators regarding strategic directions and plans. • Student Employee Supervision: Hire, train, and supervise student employees. Provide assignments and track student employee progress.• Professional Development: Keep up with new developments in the IT industry with emphasis on the changing technologies in library science, digital libraries, and ILS products.

• Design and generate custom reports for library departments from a SirsiDynix system. Write scripts to manipulate large amounts of data into useable formats. Work with employees to organize library information systems. Design and build web-based systems that provide non-technical employees with access to crucial data and reports.

• Diagnose and resolve problems on LAMP, Windows Server, and Exchange implementations. Work with end users to resolve issues in a timely manner. Installation, configuration, and maintenance of several thousand LAMP systems