The Systems Administrator, working as an Operations 24x7 Support Technician, is a mission-essential teammate that actively provides tier 2+ Network & Infrastructure AQL/SLA Compliance and support of data center & user facing systems in an enterprise environment.
Systems include but are not limited to: Virtual infrastructure (drive space management, high availability systems, etc), Unix/Linux systems, Microsoft Windows systems, Data Center LAN, Storage solutions, Oracle & SQL database and other high priority systems in support of critical CONUS and OCONUS operations.
Ensures 99.99% uptime of enterprise systems in a 24/7 mission critical environment.
The Operations Support Technician also provides oversight of the incident management process and the change execution process. The daily tasks are described as follows:
Conducting real-time, pro-active SLA Compliance monitoring of compute, cloud and network resources across the enterprise.
Responding, triaging, and troubleshooting system alerts indicating issues with data center components.
Conducting hands-on administration of virtual machines, hosts, and other IT devices via vCenter, remote desktop protocols, and other virtualized management interfaces. Administration consists of, but is not limited to: assessing all virtual resources, consoling into virtual machines, creating/deleting virtual snapshots, fully triaging virtual server issues, and restarting virtual machines.
Providing first contact response and initial resolution for all associated, technical engineering lanes within the environment
Accurately log, ticket, and own/escalate incidents resulting from infrastructure events.
Managing and tracking execution of authorized changes throughout the Change Management life cycle.
Troubleshooting, accurately tracking and resolving assigned incidents
Creating and tracking trend reports
Creating and maintaining standard operating procedures and operational reporting protocol for the purpose of communicating system and network health with upper management, government customers, mission partners, service providers, and agency executives.
Interacting with vendors to coordinate the maintenance and replacement of hardware that effects high and critical priority systems and environments
Maintaining extremely accurate, high level reporting of all issues
Connectivity monitoring and SLA Compliance of cloud-based systems
Provisioning thin client software
Contributing to continual improvement of IT Operations and processes
Security Clearance Required: Active TS (SCI eligibility) clearance and eligibility to obtain a CI poly is required upon application for initial consideration **This position is not open for any clearance upgrades or sponsorship.**
Shift Hours: Sunday-Wednesday, 5:30PM - 5:30AM (with alternating Wednesdays off)
Education/Experience:
Working knowledge and understanding of the ITIL V4 framework
Working experience with ITSM software suites, preferably ServiceNow
Technically competent in server administration (Windows/Linux)
Knowledge of the principles, methods, and techniques used in sever (virtual & physical), network, database, cloud services, storage system administration and support.
Knowledge of related hardware and software i.e. Server (Physical/Virtual), Operations systems (Windows OS 2012/2016, Unix/Linux), Cisco, and Microsoft products.
Knowledge of basic networking principles (routing, DNS, etc.) and/or system administration (perfmon, services, software installation, etc.) desired.
Must be knowledgeable/capable of effectively using common network monitoring techniques and tools (i.e. BMC BEM/SIM/BPPM, HP NNM, CA eHealth, Splunk, Nagios etc. Splunk) and ITSM suites (ServiceNow, Remedy) desired
Excellent communication, customer service, time management, conflict resolution, and problem determination/resolution skills are a must
Ability to handle multiple complex task and prioritize in a fast-paced environment
Ability to adapt quickly to changes in priority
Strong analytical skills and ability to think critically that facilitate expedient problem solving
Must be able to work in a stressful environment
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