This work may include shift support during weekends, holidays, or off-hours, as required.
As an Eyes on Glass (EOG) IT Incident and Event Management Specialist on our team supporting Veteran Affairs (VA) Event Management, you have the chance to use your hardware and software skills to improve the monitoring and triage processes supporting the VA and our nation's veterans. You'll work in the Enterprise Command Center (ECC) Major Incident and Event Management (MIEM) team alongside major incident management, monitoring, problem management, and DevOps teams to detect and investigate issues across enterprise-level applications and technology stacks while helping evaluate and modernize VA Enterprise systems. You will actively assist in major incident triage by correlating and delivering real-time performance data reported across VA monitoring platforms. You will leverage comprehension of workflow systems and applications processes within multiple system environments to escalate critical alerts to VA stakeholders. As a technical SME, you will work with system, application and network administrators to tailor alert thresholds, reducing false positives, escalate issues with monitoring tools to the proper support teams and provide feedback to improve Knowledge Base Articles. This is your chance to develop your skills in enterprise-level triage and incident resolution while gaining experience in VA system infrastructure.
Required Skills :
5+ years of experience with systems administration and operations, including maintaining responsibility for overseeing operational performance, and performing performance trend analysis and alert generation for failed or failing services in a professional IT work environment
5+ years of experience with application/platform support including monitoring tool use/configuration, maintenance support to include change control and experience participating and/or running major incident response.
5+ years of experience deploying, maintaining, and troubleshooting complex applications at an enterprise scale while working with cross-functional teams
5+ years monitoring and troubleshooting experience with two or more of the following APM tools: DynaTrace, Splunk, LogicMonitor or SolarWinds
5 + years enterprise IT experience in Unix/Linux, Windows and mainframe.
1+ years of experience in service virtualization, AWS or Azure Cloud technologies, containers, and SaaS and PaaS implementation
Experience with tracking and reporting team scheduling considerations as well as navigating client communications regarding team performance.
Experience with using Microsoft Office, including Word, Excel, Teams and PowerPoint
Ability to obtain and maintain a Public Trust clearance.
Bachelor's degree in Computer Science or Engineering and 5+ years of experience in a professional work environment or 13+ years of experience in a professional work environment in lieu of a degree.
Nice To Have:
Proficiency in enterprise ITSM tools with emphasis on ServiceNow or other similar tools
Experience with virtual team management
Prior experience supporting IT operations or systems within a healthcare environment