EOC Technical Specialist

asmexternalcareersite; Ashburn (VA); On-site; USD 70,000 - 110,000; Full time

Job summary

ASM Research seeks an Enterprise Operations Center (EOC) technician to support a large, high-visibility IT program. You will use enterprise monitoring tools to identify and escalate data center incidents, providing 24x7x365 coverage as needed.

Responsibilities include incident timelines, SOPs, knowledge base updates, and supporting incident bridge calls to restore service quickly. The role may supervise others and requires strong communication and US citizenship.

Qualifications

• 3-10 years of experience and a BS degree; BS can be substituted with 4 additional 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 and performing all duties independently
• 3 years of experience with monitoring/incident tools and data center technologies

Responsibilities

• Provides 24x7x365 support and acts as central point for incident identification, troubleshooting, escalation, and restoration.
• Creates incident timelines and records incidents in the ITSM platform (BMC Remedy).
• Develops and maintains SOPs, technical guides, and the customer contact database; conducts quarterly reviews.
• Populates knowledge management database and documents lessons learned from escalated incidents.
• Monitors applications and systems across data centers and coordinates escalation per procedures.
• Escalates incidents and analyzes trends to prevent future outages and improve monitoring.
• May supervise others and communicate with stakeholders to restore service quickly.

Skills

US Citizenship

Incident management experience

Strong verbal communication

Education

BS degree

Tools

IBM Netcool Omnibus

AppDynamics

HP Operations Manager

BMC Remedy

MoM monitoring environment

Job description

Seeking an Enterprise Operations Center (EOC) technician. The candidate will have experience demonstrating comprehensive knowledge of key tasks on a large high visibility IT program. This role will be responsible for using Enterprise Monitoring tools to identify and elevate data center infrastructure incidents through multiple communications mechanisms. This position supports evenings and weekends as needed.

Key duties include:

• 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.
• Compiles incident timelines, 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, elevate, 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.

MINIMUM REQUIREMENTS:

• 3-10 years of experience and a B.S. degree. Bachelor of Science (BS) 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
• Strong verbal communication skills.
• US Citizenship

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.