EOC Technical Specialist

ROLE DESCRIPTION: Seeking an Enterprise Operations Center (EOC) technician. The candidate will have experience demonstrating comprehensive knowledge of key tasks on a large high visibility IT program. This role will be responsible for using Enterprise Monitoring tools to identify and escalate data center infrastructure incidents through multiple communications mechanisms. This position supports evenings and weekends as needed. Key duties include: u2022 Works on high visibility or mission critical aspects of a given program and performs all functional duties independently u2022 Providing 24x7x365 support, resource will provide a central point for identification, troubleshooting and escalation of incidents that arise in all environments. Provide support on Incident bridge calls with emphasis on restoring service to users as quickly as possible, troubleshoot toward the resolution of incidents, and manage incidents to completion. u2022 Compiles incident timelines, supports change activities, and records incidents in to the ITSM platform BMC Remedy. u2022 Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents. u2022 Populate Knowledge Management Database with known troubleshooting procedures. Develop u201clessons learnedu201d on all escalated incidents. u2022 May supervise others. u2022 Monitor all applications and systems in production, development, and test environments at all Data Centers. u2022 Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community. u2022 Escalate incidents in accordance with established client escalation procedures. u2022 Identify and respond to potential problems or trends before failure or degradation occurs. Provide information on scenarios for monitoring, automation, and adjusted threshold levels to allow appropriate action to be taken before adverse impact occurs. Develop and/or enhance processes to detect and prevent future incidents and allowing for quicker diagnosis and resolution if further incidents occur. MINIMUM REQUIREMENTS: u2022 3-10 years of experience and a B.S. degree. Bachelor of Science (BS) can be substituted with an additional 4 years of related experience u2022 3 years of experience supporting incident, problem, and change management activities for a large government agency u2022 2 years of experience working on high visibility or mission critical aspects of a given program and performing all functional duties independently u2022 3 years of experience using the following or similar tools: Fault and Performance monitoring and reporting tools such as IBM Netcool Omnibus, AppDynamics, HP Operations Manager u2022 3 years of experience using incident management tools such as BMC Remedy u2022 3 years of operational experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment u2022 3 years of experience with supporting one or more of the following Data Center technologies: Java App Servers, VMWare, Oracle, Unix/Linux, or IBM technologies like MQ, AIX, DB2/UDB u2022 Strong verbal communication skills. u2022 US Citizenship Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees. EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies. All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment. Physical Requirements The physical requirements described in

Created: 2025-12-04