Successful candidate will have extensive Production Environment incident resolution experience in two or more of the following areas:
Network Administration (Netflow, pCap, Load-balancer, SSL, Routing, ACL)
Virtualization Systems Administration (VMWare, Azure, AWS, OpenStack)
Security Systems Administration (IPS/IDS, Firewall, Log aggregation)
Through the use of network and server monitoring services respond to network and server issues in the CGI cloud environment.
Triage, analyze, research, track, escalate reported incidents and drive to resolution. Coordinate with the service desk regarding processes on incident management.
Provide excellent customer service and meet set customer satisfaction standards. Maintain client confidence and keep information confidential.
Use incident management tools used in incident analysis and troubleshooting.
Identify, escalate and communicate issues in a timely manner.
Contribute to building a knowledge base centered on known incidents/defects, Frequently Asked Questions, resolved issues, applying lessons learned and previous resolutions to new incidents.
Recommend business processes improvements on service desk functions.
Provide status reports to service desk manager. Provide weekly report on metrics relating to incidents.
Attend and contribute to internal and external client meetings.
Understand and manage work plan scope and activities and provide accurate status on work completion.
Ability to take ownership and accountability of assignments, build and share knowledge, work independently, and collaborate with business partners, clients, other contractors, and end users.
Excellent customer service and people skills. Excellent analytical, written and oral communication and relationship building skills.
Proactive and self-motivated, committed to achieving deadlines, meeting SLAs, and producing results.
Proven ability to produce quality deliverables within aggressive timelines and manage multiple assignments simultaneously.
Understanding of monitoring and service desk lifecycle and processes. Experience with providing end user support.
Ability to interact professionally with diverse groups, clients, contractors, subject matter experts, and end users.
Experience with metrics reporting and dashboard development.
Knowledge of Microsoft Office Suite, Outlook and SharePoint.
Must be able to successfully pass/complete a CGI background check to start employment.
Must be able to work in the U. S. for an indefinite period of time.
Must be capable of achieving a DoD Secret clearance as a condition of continued employment.
Skilled at System Administration. (Active Directory, Manage user accounts)
Knowledge of Linux and IT Networking.
Knowledge of A+, Net+, Network+ and Security+
Knowledge of Virtual Machines
Flexibility in work schedule
Associates degree (or experience equivalent)
Minimum of 3 years related work experience