Lead Application Support Specialist - Military veterans preferred

ManTech (www.mantech.com)


  full-time   employee   contract

Annapolis Junction
United States

The Operations Support Center (OSC) Shift Operator -Level 3 performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule. This position will routinely perform activities associated with IT customer support and systems monitoring, including but not limited to:

  • Proficient in all OSC Shift Operator L1 & L2 functions.
  • Manually uploading and processing higher level critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations.
  • Creation, analysis, escalation and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity.
  • Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and multi-system/service outages.
  • Provide advanced technical support on mission critical systems during maintenance activities and outages, including decision to implement fail over functions when needed.
  • Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools with the ability to make critical decisions based in information provided by the tool.
  • Third level phone and email call triage requiring the ability to understand and respond to customer requirements.
  • Incident and service request ticket analysis and tracking, including decisions to escalate issues as needed.
  • Verify system application execution to ensure mission critical applications are operating as expected.
  • Advanced troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks.
  • Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords.
  • Onsite facilities checks verifying the integrity of the mission systems.
  • Create, consolidate and post daily shift logs.
  • Perform system optimization and troubleshooting functions, such as synchronization checks, record deletions, replaying messages and other data control functions.
  • Facilitate and lead emergency action procedures for the team.
  • Create and edit Standard Operations Procedures and other supporting documentation reflecting the current operational environment
  • Knowledgeable with Remedy Incident Management.
  • Knowledgeable with Linux and Windows Account Management.
  • Knowledgeable with Solar Winds and Tivoli monitoring.
  • Skilled with Microsoft Office applications.
  • Ability to apply critical thinking, analysis and problem solving skills in order to to make critical mission impacting decisions on reported issues.
  • Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues.
  • Prior experience in customer service or call center environment.
  • Proficient with PC functions such as file search,network drive mapping, and directory structuring, cutting, copying &pasting activities.
  • Ability to communicate and coordinate with various customers and stakeholders on a variety of issues.
  • Ability to assist with maintaining documentation reflecting the current operational environment.
  • Team player with strong interpersonal skills.
  • Strong oral and written communication skills
  • Ability to perform at a high level in a mission critical and dynamic work environment.
  • Strong technical knowledge in troubleshooting Windows workstation and custom application problems.
  • Ability to work on individual tasks, as well as team-oriented tasks.
  • Ability to make decisions when faced with competing priorities.
  • Ability to work under a cross-matrix management structure.