Cloud Incident Response Lead

ASM Research, An Accenture Federal Services Company

Maryland

On-site

USD 94,000 - 130,000

Full time

14 days+
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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.

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