OVERVIEW:
The Enterprise Operations Center (EOC) Engineer shall be responsible for monitoring the 24x7x365 enterprise operations center including being responsible for other day to day operations that are submitted as incidents, requests and changes across the enterprise.
GENERAL DUTIES:
- Communicating operational state of the enterprise systems between various teams, and external stakeholders to include the customer.
- EOC engineer shall be proficient in designing, installing, configuring, maintaining, and operating tools such as Oracle Enterprise Manager (OEM) Splunk, AppDynamics, VMWare VRealize, Grafana, and Zabbix.
- Work with the Tools team to develop and maintain proactive monitoring solutions that reduce time, effort, and cost involved with managing and monitoring applications to assess the availability, performance, and capacity for the overall health of the environment.
- Monitor multiple systems and applications using monitoring tools to insure availability of systems and applications in the Customer's Systems Technology environment.
- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Work in a production environment to ensure 24x7 operations of backup systems and processes.
- Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact
- Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements.
- Coordinate with other support teams (internal and external) and respective staff members to ensure that trouble tickets are being updated in a timely manner and within the parameters of multiple SLAs.
- Author and verify Knowledgebase articles to assist other technicians with possible reoccurring issues.
- Maintain user and administrator accounts using Active Directory and Office 365.
- Maintained user, group, and computer accounts for the customer.
- Perform network analysis by tracking network traffic and device failures for passport agencies, contractor sites and overseas sites.
- Assist in maintaining sites up to date by using the customer's risk scoring programs.
- Troubleshoot third party applications such as Configuration Manager (CM), Symantec Endpoint Protection (SEP), Symantec Anti-Virus definitions (AVR), McAfee Agent, McAfee Policy Auditor on virtual and physical servers.
- Installing and troubleshooting Internet Information Services (IIS) on virtual machines.
- Shall coordinate with sites to assist them performing shutdown and start-up of site’s physical and virtual systems for scheduled maintenances.
- Shall understand SharePoint sites and user permission rights.
- Create Standard Operation Procedures for tasks that are utilized by new and existing staff members.
REQUIRED QUALIFICATIONS:
- Bachelor's degree and 5-7 years’ experience or Master's degree and 3-5 years of experience or high school diploma/equivalent and nine years of experience.
- Minimum of two years of experience in an enterprise operations center
- Minimum of two years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives.
- Minimum of two years demonstrated experience developing and maintaining an enterprise monitoring solution that enables proactive alerting to technical teams as well as integrated dashboards that will provide views into the status of the operational environment to monitor against established thresholds and provide alerting and reporting to enable proactive management.
- Ability to establish thresholds for alerting and coordinate with technical teams to route alerts appropriately.
- Minimum of two years of experience with the collection and analysis of metrics across a distributed, complex IT enterprise. Ability to develop integrated dashboard views for various stakeholder groups. Experience reporting against and managing to Service Level Agreements (SLAs).
- Please note that this position has 3rd shift, Friday to Tuesday.
DESIRED QUALIFICATIONS:
- Possesses a CompTIA Security+ certification.
- ServiceNow expertise
- Possesses an ITIL foundations certification
CLEARANCE:
