• Continuously monitor infrastructure, application or software events generated by the event management system • Respond to alert incidents in a timely fashion to minimize downtime • Provides technical leadership for a variety of infrastructure platform issues including, but not limited to: - Network – data and voice - Server – Windows/Unix/Linux - Backup - Cloud - Azure-O365 - Virtualization - Monthly server – workstation patching • Escalate and collaborate with Coretek engineers/architects and vendors to resolve complex technical issues • Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement • Communicate, internally and externally, the status of the tickets directly with clients • Provide daily support for event management system requests, such as but not limited to: decommission of devices, provide access to dashboard and scheduling downtime of systems • Contribute and maintain the Knowledge Base articles key to daily troubleshooting and triage of client environments • Assist engineers with change records as needed in the off hours • Assist with cross training of new NOC team members as needed

• Provides oversight and support of leave administration workflows • Develops and improves policies and procedures • Communicates goals and standards effectively • Collaborates with leadership for operational efficiency

• Provides administrative service, support, and solutions for Leave of Absence processes • Performs clerical functions including customer service, data entry, and maintenance of records • Supports key customers in meeting their expectations • Collaborates on performance improvement activities

• Leads and supervises a team of Systems Administrators delivering 24/7 operational support • Manages ticket queues, workload distribution, incident response, and change management activities • Provides coaching, performance reviews, and career development for team members • Enforces operational standards, documentation, and process adherence (ITIL, SOPs, runbooks) • Oversees day to day administration of Windows and/or Linux servers • Manages routine system tasks: patching, updates, hardening, user administration, and lifecycle management • Maintains storage systems, backups, permissions, and access controls • Monitors system health, performance, and capacity; ensures alerts are triaged and resolved quickly • Ensures adherence to security baselines, policies, and compliance frameworks • Partners with the Security team on vulnerability remediation, audit support, and corrective actions • Maintains accurate asset inventories, configuration records, and documentation • Leads incident response for system-related outages or performance issues • Conducts post incident reviews and drives corrective actions to prevent recurrence • Coordinates with the Infrastructure Engineering team for escalations, project handoffs, and new system rollouts • Works with Network, Security, and Application teams to ensure reliable end to end service delivery • Communicates operational status, risks, and service impacts to leadership and stakeholders