Operations Analyst

Tufts Technology Services (TTS) is Tufts' trusted leader in technology partnership, support, and enablement, delivering solutions in service of the university's mission. TTS works closely with school and central division partners to meet the technology needs of the Tufts community across our three campuses and throughout our global networks. Our holistic understanding of the Tufts landscape, our dedicated multidisciplinary team, and our 24x7 IT Service Desk position TTS to provide practical solutions to current challenges and creative, sustainable new approaches as technologies and university priorities evolve.

We are a community of problem-solvers, innovators, and stewards of trust who take pride in building technology foundations that are reliable, secure, and designed for the future. We bring together technology expertise across academic, clinical, infrastructure, operations, research, and student domains, applying our knowledge of digital transformation and effective user experiences. Guided by our core values of innovation, integrity, collaboration, optimism, supporting success, and community-centered service, we're not just maintaining technology-we're shaping how it enables discovery, connection, and impact across the university and beyond.

The Operations Analyst is responsible for the day-to-day monitoring, maintenance, and support of critical data center services. The Operations Analyst works to install, replace, and operate datacenter systems, equipment and infrastructure. The Operations Analyst ensures optimal performance, availability, and security of physical and virtual data center systems, and supports incident response, capacity planning, and operational efficiency initiatives. The Operations Analyst reports to the Manager of Data Center Operations but is expected to complete specific tasks & some projects independently by using sound judgment. The Operations Analyst participates in the on-call rotation.

• Plan, Build, Operate & Maintain Datacenter Systems, Equipment & Infrastructure:
  • Collaborate with IT teams & Operations Leaders to plan for the deployment of new equipment and lifecycle refresh of existing equipment and related infrastructure within TTS Datacenter spaces. Planning includes the sizing of equipment space, power, network and cooling needs, considerations for ecosystem dependencies, and the mounting/installation requirements. Assist in the procurement of infrastructure and mounting materials and scheduling of delivery, transport of equipment and installation.
  • Install Datacenter systems/equipment/infrastructure.
  • Coordinate electrical requirements, build system, install rails to system, rackmount, run diagnostics, request cables, IP, etc.
  • Collaborate with IT teams to ensure alignment with TTS enterprise infrastructure standards.
  • Provide hands-on installation, maintenance, modification, repair and monitoring of all servers, storage and systems equipment in Tufts data centers (currently Boston & Lowell) and Tufts network/server rooms (currently Boston and forthcoming in Medford).
  • Provide on-site support for the installation of network equipment and infrastructure located within the campus routing hubs (Boston, Grafton, Medford).
  • Provides remote support and occasional on-site support for Tufts high performance computing (HPC) systems, storage, network and infrastructure at the Massachusetts Green High Performance Computing Center (MGHPCC) in Holyoke, MA.
  • Patch and connect fiber-optic and copper cable connectivity to all equipment within datacenters.
  • Test and validate systems operation. Troubleshoot equipment and infrastructure problems. Replace failed equipment, components and infrastructure as needed.
  • Collaborate with TTS clients on the installation and support of their 3rd party/collocation systems & equipment.
• Plan, Build, Operate & Maintain Environmental & Facility Controls for Datacenters, Routing/Server Rooms & Telecom Rooms
  • Oversee the operation and monitoring of the environmental controls for HVAC, temperature, humidity, fire protection & inspection of these spaces. Coordinate with Tufts Facilities and 3rd party contractors to complete scheduled periodic maintenance of these systems.
  • Oversee the operation and monitoring of electrical power supply, backup-generator protection and power supply protection/diversity, electrical controls such as ATS and power distribution to space. Coordinate with Tufts Facilities and 3rd party contractors to complete scheduled periodic maintenance of these systems.
  • Oversee the operation and monitoring of all UPS systems in the datacenters, routing hubs, and network/server rooms and telecom closets. Perform periodic field battery replacement and coordinate 3rd party contractor support for extended maintenance of systems. Monitor of UPS performance and manage datacenter electrical power capacity and distribution with UPS management application.
  • Assign Datacenter physical security for key allocation, personnel access, etc. working closely with the TTS Operations IT team, Public Safety, Facilities and collocation providers.
  • Oversee and coordinate contractor cleaning and dust-mitigation of the datacenters and perform periodic maintenance and cleaning of installed equipment.
  • Oversee and track the assignment, allocation and requests for cross-connects for inter/intra campus connectivity.
  • Assists in the monitoring and capacity planning for space, power and cooling
• Staging & Equipment Inventory Management
  • Track equipment disposition & inventory.
  • Review equipment deliveries ensuring the packing slip matches final quote and packing slip to contents in boxes.
  • Utilize the Data Center Information Management (DCIM) application to allocate space and power and datacenter rackspace.
  • Assist in the physical and configuration staging and burn-in of network, telecom, server & storage systems equipment in the TTS Staging area at 200 Boston Ave.
  • Manage the shipping, handling, packing and transport of equipment between Tufts datacenter, routing/hub, etc.sites.
  • Work with university asset management team to manage asset tags.
  • Work with Tufts Facilities and contractor liquidators to safely and securely dispose of retired equipment.
• On-Call Support & Off-hours Maintenance
  • Participate in on-call rotation for support of datacenters, collocation spaces, routing hubs and telecom rooms.
  • Communicate and coordinate management of incidents with TTS Leadership and responsible staff.
  • Escort & Supervise 3rd party contractors & vendor technicians to conduct work for equipment & systems installation and periodic maintenance activities.
  • Successful TTS staff are known for effectively applied expertise, continuous learning, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem solving, openness to new approaches, and for building effective partnerships and trust within TTS, across the university, and (where relevant) with external partners. All TTS staff are expected to follow departmental shared administrative practices, including effective planning and communication around time off, attending required TTS and university trainings, and developing professional goals as part of the PDP planning process. TTS staff are also responsible for working in ways that align with the TTS vision statement and for being aware of and following individual group and department-wide shared practices.

Basic Requirements:

• Knowledge and skills as typically acquired through
• Skills and knowledge typically acquired through a High School Diploma and 3-5 years of related work experience
  
• Familiarity with server virtualization platforms (e.g., VMware, Hyper-V), and basic knowledge of server and storage systems such as with HP servers and NetApp storage systems
  
• Basic knowledge of networking systems and equipment such as Cisco and/or Arista switching and routing
  
• Basic knowledge of Data Center Operations, including UPS systems and power protection, environmental controls and monitoring systems
  
• Strong customer service skills as the position requires routine interaction with IT colleagues and external clients and service providers
  
• The ability to work independently and manage and prioritize competing tasks and projects
  
• Ability to respond quickly to service disruptions and work through complex technical problems
  
• Staff must have a personal mobile device to be reached after hours or while on campus if needed
  
• Must have the ability to participate in on-call rotation and provide support for planned & un-planned off-hours work
  
• Must have valid MA Driver's License and ability to travel between Tufts campuses and datacenters

Preferred Qualifications:

• Experience with scripting or automation (e.g., PowerShell, Python).
• Strong written and verbal communications with both technical and non-technical staff.
  
• A strong commitment to quality control and best operational practices.
• Experience working in the Higher education field.
  
• Industry standard certification or delegation such as CCNA, RHCE, MCSE, CCNP, CCIE