EOC Technical Specialist

Dunhill Solutions•Ashburn, VA

7h•$101,000 - $167,500

About The Position

The EOC Technical Specialist serves as an Enterprise Operations Center technician on a large, high-visibility IT program. The role uses enterprise monitoring tools to identify, troubleshoot, and escalate data center infrastructure incidents through multiple communication channels. It provides a central point of incident identification, troubleshooting, and escalation across all environments, including 24x7x365 support. The specialist participates in incident bridge calls, works to restore service promptly, manages incidents through completion, and supports operational monitoring across data centers and production, development, and test environments. The position may supervise others and supports evenings and weekends as needed.

Requirements

3–10 years of experience and a Bachelor of Science degree; the degree may 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 independently on high-visibility or mission-critical aspects of a program.
3 years of experience using fault and performance monitoring and reporting tools such as IBM Netcool Omnibus, AppDynamics, or HP Operations Manager, or similar tools.
3 years of experience using incident management tools such as BMC Remedy.
3 years of operational experience in a large-scale, complex Manager of Manager (MoM) monitoring environment.
3 years of experience supporting one or more of these data center technologies: Java App Servers, VMWare, Oracle, Unix/Linux, or IBM technologies such as MQ, AIX, and DB2/UDB.
Strong verbal communication skills.
U.S. citizenship; dual citizens are not eligible.
Must undergo a federal background investigation to be granted access to sensitive information.

Responsibilities

Independently perform functional duties on high-visibility or mission-critical program work.
Provide 24x7x365 incident identification, troubleshooting, and escalation across all environments.
Support incident bridge calls, troubleshoot toward resolution, restore service to users as quickly as possible, and manage incidents to completion.
Compile incident timelines, support change activities, and record incidents in the BMC Remedy ITSM platform.
Create, update, and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and the Customer Contact Database; conduct quarterly document reviews.
Populate the Knowledge Management Database with known troubleshooting procedures and develop lessons learned for escalated incidents.
Monitor applications and systems in production, development, and test environments at all data centers.
Coordinate, escalate, and/or resolve operational system, application, and network events that could negatively affect availability.
Escalate incidents according to established client procedures.
Identify and respond to potential problems or trends before failure or degradation occurs.
Provide information on monitoring scenarios, automation, and adjusted thresholds to enable action before adverse impact occurs.
Develop or enhance processes to detect and prevent future incidents and improve diagnosis and resolution of subsequent incidents.
May supervise others.