NOC Technician

N

U.S. Citizens.

• Demonstrate comprehensive knowledge of key tasks on a large high visibility IT program
• Be responsible for using Enterprise Monitoring tools to identify and escalate data center infrastructure incidents through multiple communications mechanisms
• Work on high visibility or mission critical aspects of a given program and performs all functional duties independently.
• Provide 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
• Compile incident time lines, support change in activities, and record 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
• 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 allow for quicker diagnosis and resolution if further incidents occur

REQUIREMENTS:

• 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, Splunk
• 3 years of experience using incident management tools such as ServiceNow, 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
• Strong verbal communication skills
• Ability to work evenings and weekends as needed

Work Schedule:

• Initial training: ~2-4 weeks will be 1st shift Mon-Fri (0700 – 1530); locations split between Ashburn, Springfield, and remote
• Likely work schedule post training: 3rd shift Tues – Sat (2300 – 0730); Ashburn client site
• Shift and days will be confirmed prior to onboarding, but candidates must be willing to support 2nd (1500 – 2330) or 3rd (2300 – 0730) shift

Education:

• 3+ years of experience and a B.S. degree.  Bachelor of Science (BS) can be substituted with an additional 4 years of related experience.