Incident and Event Management Specialist

Tucker-Reeves Associates, LLC; Austin (TX); On-site; USD 95,000 - 130,000; Full time

Job summary

Tucker-Reeves Associates, LLC is seeking a Major Incident Management Specialist to coordinate major incident components, including outage reporting, documentation, training, investigation, and quality control.

The role requires 5+ years in IT operations, strong incident response experience, and the ability to work 2nd shift including weekends/holidays. You will support VA Event Management and collaborate with ECC teams to reduce downtime and improve monitoring processes.

Qualifications

• Bachelor degree or equivalent with 5 years of professional IT experience.
• 5+ years experience in systems administration and operations.
• 5+ years experience with application/platform support and incident response.
• 5+ years deploying and troubleshooting enterprise applications.
• Experience with monitoring tools and cloud technologies.

Responsibilities

• Support VA Event Management and Enterprise Command Center operations.
• Detect and investigate issues across enterprise apps and tech stacks.
• Correlate real-time performance data to assist major incident triage.
• Escalate issues and tailor alert thresholds with cross-functional teams.
• Occasional weekend/holiday shift coverage as required.

Skills

Incident management

Education

Bachelor degree in Computer Science, Engineering, Math or equivalent

Tools

DynaTrace

ScienceLogic

Elastic

AppDynamics

LogicMonitor

SolarWinds

Job description

Tucker-Reeves Associates (TRA) is seeking a Major Incident Management Specialist who provides coordinated support for the management and control of major incident process components to include the core outage reporting process, documentation, training, investigation, and quality control. Must be willing to work 2nd shift that can include weekends and/or holidays.

RESONSIBILITIES:

• As an Eyes on Glass (EOG) IT Incident and Event Management Specialist on our team supporting Veteran Affairs (VA) Event Management, you have the chance to use your hardware and software skills to improve the monitoring and triage processes supporting the VA and our nation’s veterans.
• Work in the Enterprise Command Center (ECC) Major Incident and Event Management (MIEM) team alongside major incident management, monitoring, problem management, and DevOps teams to detect and investigate issues across enterprise-level applications and technology stacks while helping evaluate and modernize VA Enterprise systems. Y
• Assist in major incident triage by correlating and delivering real-time performance data reported across VA monitoring platforms.
• Leverage comprehension of workflow systems and applications processes within multiple system environments to escal
• Work with system, application, and network administrators to tailor alert thresholds, reducing false positives, escal
• This work may include shift support during weekends, holidays, or off-hours, as required.

REQUIREMENTS:

• Bachelor degree in Computer Science, Engineering, Math or equivalent with 5 years of professional experience or a total of 13 years in lieu of education
• 5+ years of experience with systems administration and operations, including maintaining responsibility for overseeing operational performance, and performing performance trend analysis and alert generation for failed or failing services in a professional IT work environment
• 5+ years of experience with application/platform support including monitoring tool use/configuration, maintenance support to include change control and experience participating and/or running major incident response.
• 5+ years of experience deploying, maintaining, and troubleshooting complex applications at an enterprise scale while working with cross-functional teams
• 5+ years of monitoring and troubleshooting experience with two or more of the following APM tools: DynaTrace, ScienceLogic, Elastic, AppDynamics, LogicMonitor or SolarWinds
• 5 + years enterprise IT experience in Unix/Linux, Windows, and mainframe.
• 1+ years of experience in service virtualization, AWS or Azure Cloud technologies, containers, and SaaS and PaaS implementation
• Experience with tracking and reporting team scheduling considerations as well as navigating client communications regarding team performance.
• Virtual team management experience
• Experience with using Microsoft Office, including Word, Excel, Teams, and PowerPoint
• Ability to obtain and maintain a Public Trust clearance.
• Proficiency in enterprise ITSM tools with emphasis on ServiceNow or other similar tools
• Experience with virtual team management
• Prior experience supporting IT operations or systems within a healthcare environment
• Must be willing to work 2nd shift that can include weekends and/or holidays.