1. Large infrastructure environment experience. Data Center experience preferred.
2. Knowledge and understanding of troubleshooting, incidents and problems, work to resolve issues timely and determine fault or underlying issue. Work with both customer and vendor personnel.
3. Escalate or transfer tickets appropriately to VA staff that can resolve the issue further
4. Coordinate with stakeholders of ticket status or request system changes.
5. Maintain accurate documentation for assigned workspace and procedures, updating procedures including, but not limited to software, hardware layers.
6. Ability to work with customers of various technical abilities.
7. Understand and utilize de-escalation techniques when working with difficult customers.
8. Work independently and receive minimal guidance on work assignments
9. Comfortable moving from one project or issue to another rapidly and without notice.
10. Extensive server hardware troubleshooting knowledge and experience.
11. Monitor and report on application behavior analytics, conducts smart triage by identifying, diagnosing and coordinating resolution of performance problems before they impact end users, and participates in rapid root cause diagnosis of problems occurring within the application and infrastructure.
12. Monitor high value Business-centric transactions and manages response actions.

Statement of Work

1. Required operational experience with Service Now, Introscope, Splunk, AppDynamics, and Dynatrace application monitoring toolsets. Desired experience with Solar Winds, XpoLog, CA Tools (UIM, Spectrum), and Aternity.
2. Identify the functional domain in which problems reside (Server Utilization, network Saturation, Application Tuning).
3. Detect change of state conditions that have significance for management of Configuration Items (CIs) and IT services.
4. Ensure all events are communicated IAW SOP and/or takes further corrective action with the application owner.
5. Participate in all Major Incident Management and Root Cause Analysis calls and provides expert troubleshooting support as needed.
6. Escalate as per criticality matrix definitions
7. Notify the internal/external stakeholders per procedure
8. Provide APM input to daily shift reports and metrics.
9. Manage shift operations and engagement across all lines of effort for the assigned shift.
10. Responsible for the execution of team monitoring, proactive engagement, problem identification, analysis, reporting, coordination, tracking, and resolution facilitation before an incident.
11. Understands problems in business context to identify critical transactions that may be at risk, prioritize problem resolution efforts, dispatch the right resources, and fix problems affecting key functionality or end users.
12. Reviews and updates business-specific dashboard views, providing a tailored display of scheduled events, incident tracking, and metrics.
13. Ensure forthright communication and coordination of high-priority events and incidents with business and OIT leadership; acts as central point of contact for business engagements.
14. Ensures team cohesion, cross-functional coordination, and collaboration across shift structure (turnover) and enterprise partners.
15. Ensures responsiveness to staff and customer initiatives and requirements.
16. Manages shift team schedules, professional development, functional execution, reporting, documentation, and facilitates the development of operating procedures ICW EM staff.
17. Supports SLA monitoring and engagement activities.
18. Participates in Project Management activities/meetings as related to business-centric releases and developments
19. Responsible for the maintenance and development of performance data collection and reporting (dashboards).
12. Provides liaison to OIT enterprise leadership, business customers and end users
13. Provides direct management, leadership, and supervision of assigned shift staff.
14. Compiles disseminates daily shift turnover/pass-down reports
15. Required operational experience with Service Now, Introscope, Splunk, AppDynamics, and Dynatrace application monitoring toolsets.
16. Desired experience with Solar Winds, XpoLog, CA Tools (UIM, Spectrum), and Aternity.
17. Leadership experience as operational shift lead.


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VC5 Consulting has been named by business journals as one of the best places to work.
We offer benefits such as weekly pay, health insurance, 401k and even profit sharing to our consultants.




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