Join a dynamic and energetic team responsible for the continuous monitoring (24x7x365) of multiple SIT applications and responding to alerts and potential issues. The person should be willing and able to work various shifts to accommodate 24-hour coverage if needed. The person must be able to multitask and manage multiple systems individually or as part of a team. This work includes leveraging various automated and manual performance reporting monitors to determine if an issue exists and its severity, timely reporting of events and performance statistics, contacting the group responsible for the application and providing a recommendation for a resolution of the incident. A detailed record of all incidents and their resolutions shall be tracked for future evaluation and trending purposes.
This person may interact with project leads, project managers, implementation staff and development. The person may also collaborate with other analysts, infrastructure support personnel, and application support personnel. Consequently, this role requires excellent customer service, verbal and written communication skills and the ability to work closely with CBP to identify and resolve IT issues.
RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO: Respond to alarms and events emitted from the application and take action to address them in a timely manner
Identify gaps within the current monitoring infrastructure and create/enhance tools to address them
Perform root cause analysis on events by utilizing logs, tools and available documentation
Contribute to documentation to improve resolution time
Assess the impact of potential client or platform-wide incidents and escalate to the appropriate teams
Conduct proactive health checks for high priority clients on a regular interval, identifying and remediating issues discovered
Work closely with the technical support team to improve the customer experience
Work shifts that cover daytime, off-hours, and weekends (24x7x365)
REQUIRED SKILLS: B.S. Degree in Computer Science or Engineering from a leading University
Three or more years of experience in a NOC or application monitoring role
Experience with logging/monitoring tools (Kibana, Grafana, Prometheus, Splunk)
Familiarity with Linux and the command line interface
A working understanding of web infrastructure (Web servers, load balancers, application servers)
Effective written and verbal communication skills
Nice To Have Skills: Experience with scripting/programming languages (Bash, Java, Python)
Cloud technologies (AWS, GCP, Azure)
Web stack administration
Database experience with Oracle and PL/SQL
Networking experience
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