The Digital Workspace Server and Application Monitoring (SAM) team supports IT operations within SAIC. The SAM Tier 1 position will utilize established standard operating procedures (SOPs) to ensure that critical events are acknowledged and escalated appropriately.The position will work internally and with other ITO support groups to ensure that all ITO SOPs and SLAs are adhered to. We provide 24/7 operational support and major incident handling for IT systems across the organization.Applicants must be flexible to work any 10-hour shift, with the possibility of overnight, weekend, and holiday coverage, to provide seamless 24/7 support.This position would be for a four day, 40 hour workweek. We are seeking candidates who live in and around the Oak Ridge/Knoxville area in East Tennessee, or remote technicians from around the US.
Responsibilities (include, but are not limited to):
Provide 24/7 monitoring and incident handling for critical systems
Send service impact notifications and host incident response teams for major outages
Respond to and escalate critical incidents based on alert activity or user request
Initial triage, troubleshooting, and validation of critical events
Clear documentation of actions performed in ticketing system
Contact and escalate to system on calls and provide alert details as needed for incident response
Provide alert suppression based on ITO change and ad-hoc requests
Process reporting and status emails for various IT systems
Ensure batch processing completes as expected and any job failures are remediated per run book instructions
Respond to and take action on email and ServiceNow service requests
Provide shift turnover to other SAM staff to ensure that any outstanding events are reviewed
Perform additional routine duties as assigned
Qualifications
Required:
AA or 2 years of experience in monitoring or technical support role
Proficiency using common IT software, remote access utilities, and ticketing systems
Solid understanding of basic IT concepts
Strong communication and team skills
Desired:
Previous experience working in an operations center
Preferred:
Entry level IT certifications such as: Splunk User, A+, Server+, Net+, ITIL Foundations
COVID Policy: Prospective and/or new employees are required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at and must have an approved exemption prior to the start of their employment. Where work is performed strictly at a customer site, customer site vaccination requirements preempt SAIC's vaccination policy. Target salary range: $25,001 - $50,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
