IT Support Specialist III

Remote Role

Note: 100% Remote Role (Should not be within 75 miles of Washington, DC/Plano, TX/Mclean, VA)

Key Job Functions

• Hands-on experience in alert handling and task management for complex critical applications in production environment.
• Manage MyServices ticket and Moogsoft situation to resolution in a 24/7/365 environment using knowledge articles and best practices.
• As a member of the Operations team, execute changes, runbooks and ITSRs and troubleshoot various issues across multiple platforms and applications.
• Eyes on glass monitoring of the health of applications as well as the underlying infrastructure. Proactively look for hardware, software, and environmental alerts or malfunctions.
• Ability to analyze dashboards and reporting/monitoring tools to look at trends and patterns in application health and performance.
• Influence other technical teams on the calls and articulate troubleshooting steps effectively.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports and address ad-hoc requests.
• Perform additional duties as assigned.

Required Skills & Experiences

• Exposure to a ticket tracking tool such as Remedy, ServiceNow, Moogsoft
• Ability to multitask and handle a high volume fast paced environment
• Ability to work independently as well as with a team
• Ability to follow strict guidelines
• Dependable employee with flexible work hours and can work night shifts
• Existing knowledge and skills with UNIX OS, Oracle, AWS
• Experience working in and with a Knowledge Base
• Experience working in an environment with SLAs
• Excellent written and verbal communication skills
• Excellent organization and communication skills.
• Strong aptitude for attention to details.
• Strong ability to work through conflicts
• Ability to focus on details, detail-oriented
• Ability to follow strict client procedures and guidelines
• Able to maintain professionalism while directly interacting with clients/customers
• Execute problem-solving initiative and being proactive in finding a solution.
• Take initiative to improve self-development along with job-related skills

Nice to Have

• Oracle or SQL Server administration experience
• AWS experience
• 1-2 years of coding experience of Unix shell scripting or Python
• Splunk query
• ITIL Certified