ROLE 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 escalate 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 time lines, 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, escalate, 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
* Ability to clearly communicate verbally

* US Citizenship

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.