Tier 2 TAC Deputy Shift Lead

About the position

We are seeking a Deputy Shift Lead for the Hybrid Cloud Services Tier 2 Service Desk to provide technical expertise and support to the USMC enterprise-level hybrid cloud data center operations. This role enables USMC world-wide customers to access and operate mission-critical applications in support of warfighter requirements.

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 in operation of 5-person shift.
• 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.
• Perform 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

• HS+9, BA/BS or MA/MS.
• 3+ years of experience.
• 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), SharePoint.
• 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.
• Active DoD SECRET Clearance.

Nice-to-haves

• AWS or Azure Certification or Training.
• VMWare Certification or Training.