Cloud Incident Response Lead

ASM Research, An Accenture Federal Services Company; Maryland; On-site; USD 94,000 - 130,000; Full time

Job summary

ASM Research, An Accenture Federal Services Company, seeks a SME Shift Supervisor to join the incident management team in a cloud-based environment. You will diagnose, mitigate, and escalate complex system issues to maintain high availability and meet SLA objectives, coordinating with operations, development, and external partners.

The role requires a BS in CS or related discipline, 3 years of ops experience plus 2 years of admin, Windows/Linux tools familiarity, and Azure/AWS cloud experience.

Qualifications

• BS in Computer Science or other technical discipline preferred.
• 3 years of operations experience providing application infrastructure support; 2 years performing system administrator support.
• Experience with system administration support tools such as Windows/Linux.
• Experience supporting a cloud-based environment, including tools such as Azure/AWS.
• Experience analyzing, troubleshooting, and providing solutions for technical issues.
• Strong interpersonal skills; strong oral and written communication skills.
• Strong technical communication with both technical and non-technical peers.
• Ability to problem-solve and collaborate with team members.
• Strong organizational and multi-tasking skills.
• Able to maintain professionalism under pressure; strong customer focus.
• Ability to work onsite and support the on-call weekend supervisor rotation.
• Top-Secret Clearance with SCI and Full Scope Polygraph.
• Active Passport/Passbook.
• No dual citizenships.

Responsibilities

• Serve as part of the incident management team in a cloud-based environment, diagnosing, mitigating, and/or escalating system issues to maintain high system/platform availability.
• Act as an escalation point for more complex incidents.
• Respond to incident tickets in an operational environment to meet SLA objectives, typically handling the more complex incidents.
• Troubleshoot system issues using diagnostic tools such as Netmon, WinDbg, and custom application tools.
• Review system logs to identify and mitigate system issues.
• Leverage the knowledge base to help troubleshoot, identify, and resolve systems issues.
• Update knowledge base troubleshooting guides and lessons learned as required.
• Document incident fixes and make recommendations to the engineering team for system improvements for consideration in future releases.
• Document system issues resulting in system outages and coordinate change through the change management process.
• Support collaboration across operations, development teams, and external partners.
• Support "Tiger team" calls to streamline knowledge sharing and timely resolution of system issues.
• Monitor solution performance according to client specifications and SLAs.
• Serve as an escalation point on more complex issues.

Skills

Incident management

Cloud troubleshooting

Diagnostics tools

Cross-team collaboration

Communication skills

Education

BS in Computer Science or technical discipline

Tools

Netmon

WinDbg

Azure

AWS

Job description

ASM Research, An Accenture Federal Services Company, seeks a SME Shift Supervisor to join the incident management team in a cloud-based environment. You will diagnose, mitigate, and escalate complex system issues to maintain high availability and meet SLA objectives, coordinating with operations, development, and external partners.

The role requires a BS in CS or related discipline, 3 years of ops experience plus 2 years of admin, Windows/Linux tools familiarity, and Azure/AWS cloud experience.