Principal Operations & Sustainment Engineer

Principal Operations & Sustainment Engineer

Requirements

• Must have an active U.S. Government DoD Top Secret/Sensitive Compartmented Information (SCI) security clearance with an adjudicated Polygraph at time of application
• Bachelor’s degree and 5 years of relevant work experience; 3 years of relevant work experience with a Master’s degree. An additional 4 years of relevant work experience may be considered in lieu of a degree.
• Compliance with Department of Defense (DoD) 8570 Information Assurance Technical (IAT) Level 2.

Responsibilities

• Oversee all aspects of the incident management process, from evaluation to resolution.
• Record all issues and help to design ways to prevent similar problems in the future.
• Manage technical support teams, create procedures to deal with problems and develop solutions.
• Analysis and reporting of incident trend data to identify and eliminate root causes.
• Initiating actions to fix potential interruptions to service identified during proactive and trending analysis of the IT systems and infrastructure.
• Production of statistics and reports to demonstrate where possible repeat incidents are occurring across the organization and manage issues through to resolution.
• Assisting with diagnosis of faults and determining whether new incidents are related to known errors or existing problem records.
• Facilitating and coordinating technical meetings.
• Facilitating postmortem investigations into high impact results.
• Providing governance for root cause analysis between technical teams.
• Production of statistics and reports to demonstrate performance of the Incident and Problem Management process.
• Create and submit knowledge articles.
• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
• Assign Incidents to appropriate Tier 2 Support Group.
• Keep Incident tickets updated with a current status at agreed intervals.
• Document troubleshooting steps and service restoration details.
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
• Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected.
• Verify resolution with users and resolve Incidents in ITSM tool.
• Escalate Major Incidents to the appropriate T2/3 Support Groups.
• Point of contact for all Major Incidents.
• Own all Incidents throughout the lifecycle.

Preferred Qualifications

• Bachelor’s degree in a STEM discipline