• Works an onsite 5-day weekly schedule consisting of Owl (midnight–8 am) shifts to monitor the NERSC HPC Facility.
• Review and respond to alerts from computer systems, storage, network, and other data center/facility-related systems by triaging or calling the appropriate on-call staff.
• Create appropriate solutions to improve processes, prevent issue recurrence, and automate responses to all routine service conditions.
• Identify issues and propose solutions that will improve monitoring capabilities or provide better automation for triage.
• Possess expertise in ServiceNow and its usage to develop and implement customized service management solutions.
• Respond to alerts from multiple systems to ensure that data collection continues 24/7, providing real-time information for diagnoses.
• Develop and maintain tools within the monitoring pipeline in collaboration with the Operations Team.
• Create new software to provide alerts and notifications from HPC system APIs into the monitoring pipeline.
• Builds and maintains application/tool configurations to ensure software runs reliably as data and user demands grow.
• Collaborate with other groups at NERSC to ensure that communication and workflows are clearly understood.
• Work closely with other NERSC groups to coordinate center-wide maintenance activities and manage diagnostic and notification software during maintenance periods.
• Perform regular physical and logical walkthroughs of the data center floor to monitor environmental health, power distribution units, and cooling infrastructure to ensure peak operational efficiency.
• Provide accurate information in the trouble ticketing system for outages, maintenance updates, and other incidents so that workflows and protocols can be appropriately tracked by others.
• Work on and resolve problems of diverse scope where data analysis requires the evaluation of identifiable factors.
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
• Work on and resolve complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

• Experience in or willingness to work within a 24/7 onsite team environment to support large-scale data centers or critical installations.
• Experience on Linux shell and working in a command-line (e.g. SSH) environment.
• Experience with developing tools using various programming languages such as C, C++, Perl, Java, or Python or a scripting language with knowledge of standard software development practices.
• Motivated, self-starter who can learn technologies that improve data center management in areas like Kubernetes, Prometheus/VictoriaMetrics, Alertmanager, building management software, evaporative

• Experience with network security: configuring/maintaining ACLs, knowledge of firewalls
• Experience collaborating across technical teams to resolve operational bottlenecks and ensure system reliability and alignment with service-level objectives.
• Good to Have : Practical experience in developing and deploying Agentic AI or autonomous automation tools to streamline technical tasks.
• Experience with ServiceNow implementation is a plus
• Familiarity with ITSM best practices and an understanding of how to align service lifecycles with business goals is preferred.

Knowledge, Skills & Abilities

• Strong hands-on knowledge of the Linux shell and working in a command-line (e.g. SSH) environment.
• Strong hands-on knowledge on various programming languages such as C, C++, Perl, Java, or Python or a scripting language with knowledge of standard software development practices.
• Knowledge of and ability to work on large data communications networks/ Network Protocols and IT infrastructure supporting highly available systems and applications.
• Strong communication skills and ability to work effectively across multiple technical teams.
• Good to Have : Ability to build, and deploy Agentic AI solutions that utilize autonomous agents to automate decision-making, optimize complex workflows, and enhance proactive system monitoring.