Overview: Responsibilities:

• Monitor network and server performance; assess potential problems with emphasis on designated Critical Sites
  • Networks, Applications, Hosting, Voice, and Security
  • Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the enterprise
• Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
  • NeuralStar
  • VmWare
  • System Center Operations Manager (SCOM)
  • Other Enterprise Available Tools
• Assist with the development and maintenance of standard operation monitoring procedures
• Provide in-depth analysis of network performance alerts on the messaging and management networks as well as associated servers and applications
• Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
• Preparing, updating, and reporting Situational Awareness to the IT Operations Center Watch Officer
• Monitoring planned and unplanned service impacting changes affecting the enterprise infrastructure
• Coordinate with other Department Operations Centers and foreign posts during crises and/or emergencies reporting on health of network services across the enterprise

Daily Duties

• Perform daily check of all systems across the enterprise
• Monitor planned and unplanned service impacting changes
• Update a Daily Log of Change Requests throughout the Enterprise
• Maintain monitoring of all Critical Sites/Posts
• Prepare Critical Sites report documenting any issues, reporting or escalating as necessary
• Perform Operations Checks of all Service Lines
• Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
• Assist with SharePoint Outage Tracker entries and updates
• Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
• Maintain IT Enterprise Operations ServiceNow Queue
• Perform various troubleshooting tasks as needed by Watch Officers
• Check status of ITOC equipment functionality and send status to Watch Officer
• Archiving of Daily Operations Report and Shift Change Log (Day Shift)
• Perform trend analysis reports as requested

Special Tasks

• Check on the status of Critical Site Tickets and close if possible
• Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible
• Create Ad Hoc Reports as requested.

Qualifications:

• Must currently possess at least an Interim Top-Secret clearance with ability to obtain a Top Secret
• Bachelors’ Degree and 3-4 years working in a technical environment as it relates to IT issues OR Associates Degree and 5- 6 years OR High School Diploma and 12 Years IT Experience
• Hold an ITIL and/or technical certification
• Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
• Strong understanding of ITIL concepts
• Proficient in word processing, spreadsheets, and desktop applications
• Strong communication and interpersonal skills
• Strong logic and analytical skills
• Strong customer service skills and experience
• Excellent oral and written communication skills
• Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
• Excellent organizational skills
• Basic knowledge of BMC Remedy, System Center Operations Manager (SCOM) or other IT Service Management System

EEO Statement: Staffing Pros a division of VETS-inc is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.