The Senior Technical Support will provides advanced technical support for data center and infrastructure environments supporting Florida East Coast Railway operations. This position acts as a senior execution and escalation role, responsible for resolving complex technical incidents, executing approved infrastructure changes, and ensuring the stability, availability, and security of IT platforms that enable both IT and OT environments. The role operates under the governance and direction of the Data Center Manager IT/OT and coordinates with internal support teams and approved external providers.

KEY RESPONSIBILITIES

Technical Operations & Incident Resolution

• Provide advanced technical support for data center and infrastructure platforms, including servers, virtualization, storage, and supporting services.
• Act as an escalation point for complex incidents, coordinating troubleshooting and resolution activities across multiple technical domains.
• Support service restoration activities following incidents, ensuring adherence to defined SLAs and operational procedures.

Change Execution & Platform Stability

• Execute approved infrastructure changes in accordance with formal change management processes.
• Participate in platform maintenance activities, including updates, configuration changes, and capacity-related actions, under established standards.
• Support high availability, resilience, and continuity requirements for critical infrastructure services.

Security, Backup & Continuity Support

• Support implementation of security hardening standards, access controls, and compromise assessment activities as defined by policy.
• Execute and validate backup and recovery activities for assigned infrastructure components.
• Enable OT cyber risk visibility by supporting approved security and vulnerability tools and reporting findings to the Data Center Manager IT/OT for formal communication to OT owners.

Documentation & Operational Governance

• Maintain accurate technical documentation, configuration records, and operational procedures in approved repositories (e.g., IT Portal).
• Provide technical input for audits, reviews, and compliance activities as required.

Collaboration & Vendor Coordination

• Coordinate technical activities with internal infrastructure teams and approved external service providers.
• Support vendor-led activities, ensuring work is executed within defined scope, access, and escalation models.

QUALIFICATIONS

• Bachelor’s degree in Information Technology, Engineering, or related discipline, or equivalent practical experience.
• Proven experience supporting enterprise data center or infrastructure environments.

KNOWLEDGE & SKILLS

• Advanced troubleshooting and problem‑solving skills.
• Strong understanding of infrastructure operations and incident management.
• Ability to coordinate across teams and vendors.
• Clear technical communication and documentation skills.

KEY INTERACTIONS

• Data Center Manager IT/OT (direct reporting and escalation).
• Internal infrastructure support teams (servers, storage, monitoring, security).
• External vendors and service providers supporting specialized infrastructure domains.

KEY PERFORMANCE INDICATORS (KPIs)

• Incident Resolution Effectiveness: % of escalated incidents resolved within agreed SLAs.
• Change Management Compliance: % of changes executed following approved change processes.
• Platform Availability: availability of assigned infrastructure platforms.
• Documentation Accuracy: % of assigned systems with current and accurate documentation.
• Security & Backup Execution: completion rate of assigned security and backup activities.