EOC Technical Specialist

ASM Research•Ashburn, VA

About The Position

Seeking an Enterprise Operations Center (EOC) technician with experience demonstrating comprehensive knowledge of key tasks on a large, high-visibility IT program. The role uses enterprise monitoring tools to identify and escalate data center infrastructure incidents through multiple communications mechanisms. It supports 24x7x365 operations, including evenings and weekends as needed, and may supervise others. The position provides a central point for identifying, troubleshooting, and escalating incidents across all environments. It supports incident bridge calls, works to restore service promptly, troubleshoots incidents toward resolution, and manages incidents to completion. The specialist monitors applications and systems in production, development, and test environments at all data centers, and coordinates, escalates, or resolves operational system, application, and network events that could affect availability. The role also compiles incident timelines, supports change activities, and records incidents in BMC Remedy. It maintains operating procedures and technical and troubleshooting guides, conducts quarterly document reviews, populates the knowledge management database with troubleshooting procedures, and develops lessons learned for escalated incidents. The specialist identifies potential problems or trends before service failure or degradation, provides information for monitoring scenarios, automation, and threshold adjustments, and develops or enhances processes to prevent incidents and improve diagnosis and resolution.

Requirements

3–10 years of experience and a B.S. degree; a Bachelor of Science 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 on high-visibility or mission-critical aspects of a program and performing functional duties independently.
3 years of experience using fault and performance monitoring and reporting tools such as IBM Netcool Omnibus, AppDynamics, 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) type monitoring environment.
3 years of experience supporting one or more 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.

Responsibilities

Use enterprise monitoring tools to identify and escalate data center infrastructure incidents through multiple communications mechanisms.
Provide 24x7x365 support as a central point for incident identification, troubleshooting, and escalation across all environments.
Support incident bridge calls, troubleshoot toward resolution, help restore service quickly, 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 reviews of all documents.
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 escalation procedures.
Identify potential problems and trends before failure or degradation, and provide information on monitoring scenarios, automation, and threshold adjustments to enable appropriate action.
Develop or enhance processes to detect and prevent future incidents and enable quicker diagnosis and resolution.
May supervise others.