IT Incident Management Specialist

2 hours, 33 minutes ago
Full-time
Senior
Customer and Technical Support
MKS2 Technologies

MKS2 Technologies

MKS2 Technologies is a Service Disabled Veteran Owned Small Business specializing in IT and Cyber Security Services, Strategic Consulting, and Training for Federal Government and Commercial clients. With a focus on long-term relationships and effective...

Internet Software & Services
51-250
Founded 2008

Description

  • Develop and implement response processes when monitoring tools alert on interruptions to normal operations.
  • Work with enterprise monitoring, event management, application development, and operations teams.
  • Maintain accurate Knowledge Articles, including escalation procedures, contact information, and operational workflows.
  • Ensure Event Management dashboards are configured to ECC standards and fully documented.
  • Keep Critical Business Functions accurately reflected in documentation and dashboard configurations.
  • Confirm maintenance schedules and business impact hours are accurate to improve event interpretation and reduce false positives.
  • Work with system and application owners to gather details of existing design and functionality.
  • Leverage workflow system and application process knowledge across multiple system environments.
  • Support enterprise-level triage and incident resolution for VA systems.
  • Monitor, troubleshoot, and analyze performance trends and alerts for failed or failing services.

Requirements

  • 5+ years of experience with systems administration and operations in a professional IT environment.
  • 5+ years of IT documentation support, including SOP creation, requirements capture, and playbook creation or updates.
  • 5+ years of experience monitoring and troubleshooting with two or more APM tools such as AppDynamics, Dynatrace, Splunk, Aternity, or SolarWinds.
  • 2+ years of experience monitoring and troubleshooting applications logging to Splunk.
  • Experience using Microsoft Office, including Word, Excel, PowerPoint, and SharePoint.
  • Ability to obtain and maintain a Public Trust or Suitability/Fitness determination.
  • Bachelor's degree in Computer Science, Engineering, or Math with 5+ years of professional experience, or 13+ years of professional experience in lieu of a degree.
  • Experience with ServiceNow, SolarWinds, and Dynatrace (preferred).
  • Experience leveraging MS Copilot for documentation management simplification (preferred).
  • Public Trust Clearance (preferred).

Benefits

  • Remote work available anywhere within the U.S., including the District of Columbia.
  • 1st shift schedule: 7:30am–4:00pm ET.
  • Opportunity to support the Department of Veterans Affairs and improve services for veterans.
  • Opportunity to gain experience in enterprise-level triage, incident resolution, and VA system infrastructure.
  • Equal Employment Opportunity / Affirmative Action employer commitment.

Interested in this position?

Apply directly on the company website

Apply Now

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