Real Time Operations Application Support Specialist
About The Position
The Real Time Operations Application Support Specialist supports Operational Technology (OT) real-time applications and systems used in Transmission Control Centers, including Energy Management Systems (EMS), Supervisory Control & Data Acquisition (SCADA), and DMS/EMS platforms. The role requires a moderate understanding of the technologies and processes needed to develop, maintain, and support these systems. The specialist plans and evaluates patching, failover, and maintenance activities; develops understanding of EMS and SCADA functionality; contributes to application-development best practices; and helps create technical support documentation. Adaptability, customer focus, and continuous improvement are emphasized. The position is posted at multiple grade levels, with higher levels requiring increased education, skills, or experience. The Associate-level minimum qualifications are listed for SG7; Senior SG8 has higher experience requirements. Professional certifications may substitute for a portion of the required experience. The role may require after-hours support through an on-call rotation.
Requirements
- SG7: Bachelor’s degree in a related field; or an associate’s degree in a related field and 2 years of relevant experience; or a high school diploma/GED and 4 years of relevant experience.
- SG8 Senior: Bachelor’s degree in a related field and 2 years of relevant experience; or an associate’s degree in a related field and 4 years of relevant experience; or a high school diploma/GED and 6 years of relevant experience.
- Relevant fields include IT/OT system administration, IT/OT application support, cyber security, and ADMS/DMA/EMS/OMS/SCADA.
- Professional certifications such as A+, Network+, CCNA, CCNP, Cyber Security+, Security+, and CCSP may be accepted as substitutes for part of the required experience.
- Ability to provide after-hours support as needed in an on-call rotation.
Nice To Haves
- Understanding of or experience supporting and maintaining mission-critical operational technology applications.
- Experience with SCADA, EMS, ADMS, OMS, Historian, or related utility systems.
- Experience with incident management, troubleshooting, and root cause analysis.
- Experience with ServiceNow ITSM or similar ticketing platforms.
- Experience with Windows Server administration and application support.
- Experience with SQL Server or Oracle database administration and support.
- Strong SQL query-writing and troubleshooting skills.
- Experience with application monitoring, log analysis, and performance troubleshooting.
- Experience supporting vendor applications and coordinating issue resolution with external vendors.
- Experience with patch management, release coordination, and system maintenance activities.
- Experience working in a 24x7 operational support environment.
- Experience with disaster recovery, failover testing, and business continuity processes.
- Experience with networking fundamentals, including TCP/IP, DNS, and firewalls.
- Experience with scripting and automation using PowerShell, Python, or similar tools.
- Experience with NERC CIP, cyber security practices, or regulated utility environments.
Responsibilities
- Coordinate configuration and support of data archives, including PI and OSI Chronus, and assist with SCADA/EMS platform software upgrades.
- Analyze OT platforms and help maintain the reliability of SCADA and DMS/EMS systems.
- Investigate, troubleshoot, and resolve application issues with minimal guidance from senior team members, and help coordinate vendor support for EMS and SCADA applications.
- Participate in configuring network monitoring tools and develop repeatable scripts using PowerShell, Batch, Python, or similar tools to deploy configuration changes and patches across servers.
- Analyze logs and application/system monitors to identify potential issues proactively and develop mitigation plans.
- Monitor logs during performance events and collaborate with architects to troubleshoot and develop restoration plans.
- Conduct routine backups and periodic restoration tests, and maintain documented emergency restoration procedures.
- Support reliable operation of OT applications, including communications, networking, databases, alarming, logging, and human interfaces.
- Coordinate with team members and business process owners to schedule and administer patches, updates, and server configurations while minimizing downtime.
- Provide after-hours support as needed through an on-call rotation to maintain reliable DMS/EMS and SCADA operations.
Benefits
- AEP describes its benefits package as comprehensive and intended to support and enhance employees’ overall well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
