Own the incident lifecycle, from detection and impact assessments to resolution and port-mortem review. Anticipate, identify and address system issues and incidents to resolution in a 24/7/365 environment using client incident management processes. Work closely with the help desk team to fully understand service interruptions to anticipate and better support ongoing system delivery by discovering trends and patterns where possible. Share technical details obtained to aid in troubleshooting, outline clear steps and activities to resolution, recommend and implement improved processes, provide timely status updates to stakeholders, assist with postmortem related activities, and support various efforts related to operational improvements. Manage ongoing and proactive efforts to maintain applications in production, including troubleshoot outages, document application performance, and coordinate with technology infrastructure management to repair technical bugs. Basic Qualification: 2+ years of experience in a leadership role in operational environments. Experience with system and data analysis using tools, including PowerBI, Tableau, or Excel. Experience with ServiceNow. Knowledge of incident response processes, SOPs, Playbooks, and cyber investigative TTPs. Secret clearance. HS diploma or GED. Additional Qualification: Experience with technical report writing. Experience implementing change management solutions for the DoD. Experience with Splunk. Experience with performance engineering of AWS Cloud applications. Experience with using Structured Query Language (SQL). Possession of excellent verbal and written communication skills, to effectively communicate findings and solutions to leadership and stakeholders. Amazon Web Services (AWS) Cloud Certification. Information Technology Infrastructure Library (ITIL) Certification. DoD 8570 IAT Level 2 or DoD 8140 compliant Certification. Clearance: Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; Secret clearance is required.
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