Junior IT Services Manager

Austin, Texas, United States

Located at the Samsung Austin Semiconductor Manufacturing Facility, (Parmer Rd)

Your Impact This role is responsible for daily monitoring and support of GCS, PCS, and related systems to ensure high availability, data integrity, and life-safety-critical reliability. The position serves as the first-line responder for alarms and incidents, manages tickets and system changes, supports PCS drivers and industrial communications, and follows formal change management procedures. The role also focuses on preventive maintenance, continuous improvement, documentation, reporting, and cross-functional coordination to minimize risk, meet SLAs, and maintain stable operations. 1.Key Responsibilities:1. Daily Operations & Monitoring

• Perform daily health checks and operational monitoring of:
• GCS 1.0 / GCS 2.0
• iEES / FMCS interfaces
• iQMS infr a structure
• iPCS monitoring and PCS drivers
• Monitor system performance across Buffer, Web, Application, IO, and Database servers.
• Review logs, alarms, events, barcode history, and interface transmission status to detect abnormalities.
• Ensure uninterrupted data integrity and system availability (target uptime = 99.99%).

2. Alarm, Incident & Emergency Response (Life-Safety Critical)

• Act as first-line responder for GCS / PCS alarms, communication failures, and abnormal system behavior.
• Perform rapid troubleshooting and recovery actions for:
• Equipment communication errors
• PCS driver failures
• Interface disruptions (iEES, FMCS, Infra-EES)
• Support emergency response activities during off-shift, night shift, and maintenance windows.
• Participate in incident investigations, including:
• Root cause analysis (RCA)
• 8D report creation and follow-up
• Countermeasure development and deployment

3. Ticket Management & Client Requests

• Manage and respond to support tickets and VOCs involving:
• Tag / parameter add, change, delete
• Equipment add / change / removal
• IO mapping updates
• UI, buffer, AP, DB, barcode, and interface issues
• Validate requests, define corrective actions, execute standard activities, and escalate non-standard items per governance.
• Maintain accurate documentation and activity records in designated management systems.

4. PCS Driver & Control System Support

• Perform daily inspections and maintenance of PCS drivers (~300+ assets).
• Manage PCS driver configuration, firmware updates, IP and communication settings.
• Troubleshoot industrial communication protocols including:
• RS232 / RS485 / Ethernet
• Modbus, Omron, OPC
• Coordinate with PCS, Network, and equipment teams to resolve persistent or systemic issues.

5. Change Management & Release Support

• Execute change point activities in compliance with governance-defined MOC procedures.
• Support pre- and post-change monitoring (Day 1 / Day 3 / Day 7 verification).
• Prepare and review release documentation, checklists, and impact assessments.
• Validate system behavior following hardware, software, or infrastructure upgrades.

6. Preventive Maintenance & Continuous Improvement

• Proactively identify weak points, recurring issues, and performance degradation trends.
• Support system standardization initiatives (e.g., GCS 2.0 standard compliance).
• Develop and update SOPs, operational runbooks, and standardized checklists.
• Implement automation and monitoring enhancements where applicable.

7. Reporting, Governance & Coordination

• Prepare and submit required reports, including:
• Daily and weekly operational status reports
• Off-shift support summaries
• Changepoint summaries with evidence
• KPI performance tracking
• Participate in weekly operations meetings and quarterly business reviews.
• Coordinate closely with:
• IT Strategy & Mobile / Information Management teams
• Facilities Operations
• Network, ECA, GCS, PCS, and equipment engineering teams
• Escalate system risks, SLA impacts, and out-of-scope requests as required.

RequirementsStrong operational experience with monitoring and control systems. Hands-on experience with:• Relational databases, with a strong emphasis on Oracle and/or MS SQL• Writing, analyzing, and troubleshooting SQL queries• Understanding database schemas, table relationships, and data flows• Investigating system issues through data analysis, queries, and historical recordsOperational experience in:• Linux-based environments (basic shell usage and log inspection)• Analyzing logs, alarms, trends, and system metrics to identify root causes• Supporting production systems where database integrity and availability are criticalAbility to:• Quickly understand existing database structures and system data models• Trace how data moves between systems, services, and monitoring components• Assess the operational impact of data anomalies, missing records, or performance degradationFamiliarity with application-level technologies such as:• .NET, C#, Java, or similar languages (for reading logs or understanding system behavior)• Basic understanding of UI or scripting technologies (e.g., JavaScript) is a plus, but not required

Requirements

• 3-10+ years of experience in operations, maintenance, or systems engineering within:
• Semiconductor manufacturing
• Industrial automation
• Mission-critical or life-safety systems
• Demonstrated ability to operate under defined SLAs and escalation models.
• Strong analytical, troubleshooting, and documentation skills.
• Ability to work independently while coordinating across multiple cross-functional teams.
• Clear communication skills for incident reporting, governance reviews, and client interaction.