Cloud Support Engineer w FSP
Reston, VA
$130 - $140k salary
Looking for a candidate to work either days or swings. Some weekend work by be required. Candidate will be required to work on-site full time. Opening is for Days or Swings. Service Desk will operate M-F 8am to 8pm. Swing shift hours are approximately 11:30am - 8pm. Clearance level is TS/SCI w/ FSP. Salary range is above default range due to clearance level needed Able to work and support swing shift hours as well.
Serve as a part of the incident management team in a 24x7 Cloud based environment. Diagnose, mitigate and/or escalate system issues to maintain a high level of system/platform availability. Serve as a part of the Live Site work stream and will require an understanding of core Cloud system components and tools to diagnose issues. Acts as an escalation point for more complex incidents.

• Responds to incident tickets in a 24x7 operational environment to meet SLA objectives. Typically responds to the more complex incidents.
• Troubleshoots system issues using diagnostic tools like netmom, windbg, and custom application tools.
• Reviews system logs to identify and mitigate system issues.
• Leverages knowledge base to help troubleshoot, identify and resolve systems issues.
• Updates knowledge base troubleshooting guides and lessons learned as required.
• Documents incident fixes and make recommendations to engineering team for system improvements for consideration in future releases.
• Documents system issues resulting in system outages and coordinate change though change management process.
• Supports collaboration across operations, development teams and external partners.
• Supports "tiger team" calls to streamline knowledge sharing and timely resolution of system issues.
• Monitors solution performance according to client specification and SLAs. Serves as an escalation point on more complex issues.

Minimum Qualifications

• BS in Computer Science or other technical discipline is preferred.
• 3 years of operations experience providing application infrastructure support; 2 year performing system administrator support.
• Ability to maintain government clearance or investigation.

Other Job Specific Skills

• Experience with system administration support tools such as Windows/Linux
• Experience supporting a 24x7 cloud based environment
• Excellent interpersonal skills
• Strong oral and written communication skills
• Experience in supporting Cloud based environment and tools such as Azure/AWS
• Experience analyzing, troubleshooting, and providing solutions for technical issues
• Ability to collaborate with team members
• Strong organizational and multi-tasking skills
• Excellence in technical communications with both technical and non-technical peers
• Able to maintain professionalism under pressure
• Strong customer focus
• Exceptional problem-solving, analytical, and customer service skills