Incident Management Specialist

Role: AWS Incident Management Specialist

Location: Reston, VA – Onsite

Position Type: Contract

Rotation shifts may be required. Pls make sure candidate is okay with this.

Job Description

In this incident management role, you will manage incidents to resolution in a 24/7/365 environment using established incident management processes. Your responsibilities will include effectively guiding incident and triage calls from a technical perspective, sharing technical details obtained from monitoring tools and dashboards to aid troubleshooting, outlining details of resolution activities, recommending and implementing improved processes, providing timely status updates to stakeholders, assisting with postmortem activities, and supporting various efforts related to operational improvements. You will also manage efforts to maintain applications in production, including troubleshooting stoppages, repairing bugs, documenting application performance, and coordinating with technology infrastructure management.

Key Job Functions

• Manage IT production incidents to resolution in a 24/7/365 environment using incident management processes and communicate incident status, impact, and resolution actions.
• Hands-on experience managing and monitoring applications deployed on Amazon Web Services (AWS).
• Troubleshoot and resolve incidents on the AWS cloud infrastructure.
• Experience with building tools for monitoring and troubleshooting system resources in an AWS environment. Ability to triage AWS-related incidents using monitoring tools on AWS Cloud.
• Experience with performance engineering of AWS Cloud applications.
• Hands-on experience working with AWS tools like EC2, ELB, RDS, Redshift, DynamoDB, Aurora, Route53, ECS, Lambda, S3, Batch, CloudWatch, CloudTrail, WAF, etc.
• Hands-on experience with transaction-level monitoring using Dynatrace and Splunk.
• Ability to perform transaction-level monitoring and troubleshooting in the AWS cloud platform.
• Monitor the health of applications and the underlying infrastructure.
• Monitoring experience with tools like Extrahop, SolarWinds, Netcool suite, Catchpoint, MoogSoft.
• Analyze dashboards and reporting/monitoring tools to identify trends and patterns in application health and performance.
• Proactively look for hardware, software, and environmental alerts or malfunctions.
• Effectively lead and guide incident triage calls from a technical perspective, analyzing different components of the infrastructure and application environment using a variety of monitoring tools and processes.
• Troubleshoot incidents and identify root causes quickly using operations, wire data analytics, application performance management, and event correlation monitoring tools.
• Perform analysis of data, evaluating multiple application protocols including web, database, storage, and supporting infrastructure such as AWS, UNIX, DNS, LDAP, SSL, SMTP, and FTP.
• Collaborate with technical teams and articulate troubleshooting steps effectively.
• Participate in technical follow-up calls for critical incidents.
• Assist with documentation of Root Cause Analysis (RCA) or Correction of Errors (COE) and data quality for all communicated incidents.
• Ensure appropriate functional and management escalation takes place as per the standards and procedures.
• Follow up on items that could potentially negatively impact production operations, assist with postmortem activities, and support various efforts related to operational improvements.
• Implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests based on management recommendations.
• Participate in on-call rotation and work on any shifts as needed, including weekends and night shifts.
• Report incident details and metrics to senior leadership.

Specialized Knowledge & Skills

• 6 years of working experience with different IT Infrastructure components such as Unix/Linux Servers, Wintel Servers, AWS, networks, firewalls, routers, load balancers, VPN, Apache, WebLogic, LDAP, Active Directory, Exchange, Oracle/MS SQL databases, SAN, Virtualization, Email systems, Enterprise monitoring, and access management solutions for single sign-on. Experience with at least eight of the above is preferred.
• Mid-level hands-on working experience with Amazon Web Services (AWS).
• Understanding of different layers of the AWS Infrastructure e.g., WAF, R53, CloudFront, Load Balancing, HA features.
• Proven methodical approach to problem identification, monitoring, problem-solving, and resolution.
• Ability to analyze different components of the infrastructure and application environments during incident triage calls.
• Ability to trace transaction failures and debug the root cause in various layers of the AWS infrastructure and services.
• Aptitude to influence other technical teams on incident calls and articulate troubleshooting steps effectively.
• Experience and confidence working with all levels of management; excellent written and verbal skills.
• Ability to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during incident calls with a wide range of personnel and management levels.
• Strong relationship management skills and aptitude to multi-task and work well in a high-stress environment, both within teams and independently.
• AWS Solution Architect Associate or higher certification.
• Monitoring and observability experience.
• Experience with monitoring dashboards for incident detection and alerting.
• Perform end-to-end analysis of transactions under an observability environment.
• Troubleshoot incidents and identify root causes quickly using wire data analytics, application performance management, and event correlation monitoring tools.
• Diagnose and resolve incidents by providing factual data from various monitoring and instrumentation systems.
• Monitor applications and infrastructure using tools like Splunk, Dynatrace, OpenTel, Catchpoint, xMatters, SignalFx, SolarWinds, Extrahop, etc.

Job Type: Contract

Pay: $40.00 - $45.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person

Salary : $40 - $45