Provide support to the IT Operations Center (ITOC) to ensure monitoring, tracking, and documenting of Severity Level incidents and escalation of incidents affecting critical business functions.
Monitor and track service impacting changes in the enterprise infrastructure.
Monitor Critical Sites for events or incidents that may adversely affect IRM services at that site.
Assists with coordinating IRM responses with other Department Operations Centers during crises and/or emergencies (evacuations, natural disasters, civil unrest, etc.)
Provides support to Watch Officers
Duties and Responsibilities:
Monitor network and server performance; assess potential problems with emphasis on designated Critical Sites
Networks, Applications, Hosting, Voice, and Security
Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the enterprise
Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
NeuralStar
VmWare
System Center Operations Manager (SCOM)
Other Enterprise Available Tools
Assist with the development and maintenance of standard operation monitoring procedures
Provide in-depth analysis of network performance alerts on the messaging and management networks as well as associated servers and applications
Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
Preparing, updating, and reporting Situational Awareness to the IT Operations Center Watch Officer
Monitoring planned and unplanned service impacting changes affecting the enterprise infrastructure
Coordinate with other Department Operations Centers and foreign posts during crises and/or emergencies reporting on health of network services across the enterprise
Daily Duties:
Perform daily check of all systems across the enterprise
Monitor planned and unplanned service impacting changes
Update a Daily Log of Change Requests throughout the Enterprise
Maintain monitoring of all Critical Sites/Posts
Prepare Critical Sites report documenting any issues, reporting or escalating as necessary
Perform Operations Checks of all Service Lines
Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
Assist with SharePoint Outage Tracker entries and updates
Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
Maintain IT Enterprise Operations Remedy Queue
Perform various troubleshooting tasks as needed by Watch Officers
Check status of ITOC equipment functionality and send status to Watch Officer
Archiving of Daily Operations Report and Shift Change Log (Day Shift)
Perform trend analysis reports as requested
Special Tasks
Check on the status of Critical Site Tickets and close if possible
Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible
Create Ad Hoc Reports as requested.
Required:
Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
Strong understanding of ITIL concepts
Proficient in word processing, spreadsheets, and desktop applications
Strong communication and interpersonal skills
Strong logic and analytical skills
Strong customer service skills and experience
Excellent oral and written communication skills
Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
Excellent organizational skills
Basic knowledge of BMC Remedy, System Center Operations Manager (SCOM) or other IT Service Management System
Must have a minimum of an Interim Top Secret clearance with ability to obtain a Top Secret (TS)
Required Education/Experience:
Bachelors' Degree + 3-4 years working in a technical environment as it relates to IT issues
Associates Degree +5- 6 years
High School Diploma + 12 Years IT Experience
Hold an ITIL and/or technical certification
Working Conditions:
This position is a 24 hour/7 day per week position. It requires a person to work on a shift; Days (7 AM - 3 PM), Evenings (3 PM - 11 PM), or Mids (11 PM - 7 AM). (Shift times can change based on organization staffing needs)
Physical Requirements:
The incumbent is required to sit for extended periods of time while engaged on severity level calls.
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.