Deputy Shift Lead, Tier 2 Service Desk
About The Position
Peraton is seeking to hire a Deputy Shift Lead - Hybrid Cloud Tier 2 Service Desk Location: On-site in Kansas City, Missouri Overview: We are seeking a Deputy Shift Lead for the Hybrid Cloud Services Tier 2 Service Desk to do the following: Provide technical expertise and support to the USMC enterprise-level hybrid cloud data center operations. Enable USMC world-wide customers the ability to access and operate mission-critical applications in support of war-fighter requirements. Responsibilities include: Provide leadership and technical expertise to support operations of 24x7 Tier 2 Service Desk supporting System Administrators with hosting in the USMC enterprise application hosting environments; support Shift Lead. Responsible for incident, event management activities supporting enterprise private and commercial cloud data centers. Responsible for the execution of Data Center Service Desk processes, functions, activities and tasks. Performs: Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions. Monitor and manage datacenter systems to ensure operation, reporting of anomalies, call-out of Tier 3 staff in coordination with Incident Manager and resolution of issues with physical and virtual datacenter environment. Maintain knowledge and communicate status of the datacenter environments including providing reporting and updates as needed. Support training and development of more junior staff on datacenter-specific technologies and processes.
Requirements
- BA/BS +5 relevant years experience; or MA/MS and 3+ years; High School diploma and +11 years.
- Experience and ability to triage incidents and events for effective resolution.
- Experience with Active Directory account and server management and monitoring.
- Experience preparing documentation and briefings for leadership in a concise and effective manner.
- Experience with server administration: Microsoft Windows Server, Red Hat Linux (RHEL).
- Experience with monitoring and management tools such as vCenter, vSphere, VMWare VRealize Operations Manager, LogInsight, Network Insight.
- Knowledge of Backup Systems, SQL Server, Oracle, Storage (SAN & NAS), Networking principles and equipment (CISCO, Palo Alto).
- Knowledge of IT Service Management Processes and concepts with special emphasis on Incident and Event management.
- Demonstrated leadership ability to coordinate work among a small team, provide training and technical direction to team members, mentor and train newly assigned staff.
- Demonstrated customer service capabilities and focus.
- Demonstrated ability to work with a virtual team across locations including coordination, collaboration and effective communication using synchronous and asynchronous tools and techniques.
- Experience with enterprise/datacenter Service Desk Operations including use of a service management tool (Remedy preferred).
- ITIL training OR certification.
- IAT II Certification/8140 certification.
- U.S. citizenship required.
- Active DoD SECRET Clearance/tier 3 Background Investigation.
Nice To Haves
- AWS or Azure Certification or Training.
- VMWare Certification or Training.
Responsibilities
- Provide leadership and technical expertise to support operations of 24x7 Tier 2 Service Desk supporting System Administrators with hosting in the USMC enterprise application hosting environments; support Shift Lead.
- Responsible for incident, event management activities supporting enterprise private and commercial cloud data centers.
- Responsible for the execution of Data Center Service Desk processes, functions, activities and tasks.
- Performs: Incident Management, Event Management, Request Fulfillment, Platform Patching, ITSM Queue Management, Bridge Management, Call Center Management actions.
- Monitor and manage datacenter systems to ensure operation, reporting of anomalies, call-out of Tier 3 staff in coordination with Incident Manager and resolution of issues with physical and virtual datacenter environment.
- Maintain knowledge and communicate status of the datacenter environments including providing reporting and updates as needed.
- Support training and development of more junior staff on datacenter-specific technologies and processes.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
