Vacancy expired!
- Works on high visibility or mission critical aspects of a given program and performs all functional duties independently
- Providing 24x7x365 support, resource will provide a central point for identification, troubleshooting and escalation of incidents that arise in all environments.
- Provide support on Incident bridge calls with emphasis on restoring service to users as quickly as possible, troubleshoot toward the resolution of incidents, and manage incidents to completion.
- Compilesincident time lines, supports change activities, and records incidents in to the ITSM platform BMC Remedy.
- Create, update, and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents.
- Populate Knowledge Management Database with known troubleshooting procedures. Develop "lessons learned" on all escalated incidents.
- May supervise others.
- Monitor all applications and systems in production, development, and test environments at all Data Centers.
- Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community.
- Escalate incidents in accordance with established client escalation procedures.
- Identify and respond to potential problems or trends before failure or degradation occurs.
- Provide information on scenarios for monitoring, automation, and adjusted threshold levels to allow appropriate action to be taken before adverse impact occurs.
- Develop and/or enhance processes to detect and prevent future incidents and allowing for quicker diagnosis and resolution if further incidents occur.
- 3-10 years of experience and a B.S. degree (BS degree can be substituted with an additional 4 years of related experience )
- 3 years of experience supporting incident, problem, and change management activities for a large government agency
- 2 years of experience working on high visibility or mission critical aspects of a given program and performing all functional duties independently
- 3 years of experience using the following or similar tools: Fault and Performance monitoring and reporting tools (such as IBM Netcool Omnibus, AppDynamics, HP Operations Manager )
- 3 years of experience using incident management tools (such as BMC Remedy)
- 3 years of operational experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment
- 3 years of experience with supporting one or more of the following Data Center technologies: Java App Servers, VMWare, Oracle, Unix/Linux, or IBM technologies like MQ, AIX, DB2/UDB
- Able to clearly communicate verbally
- Ability to obtain a CBP Public Trust
Vacancy expired!