What are the responsibilities and job description for the IT Engineer II position at Stellent IT LLC?
IT Engineer(On call support)
Hybrid, 2 days in Reston, VA
Phone and Video
Long Term
Job Description : Job Description :
Provide support for complex or specialized application or infrastructure tasks, incidents, changes and requests
Provide support for complex or specialized application or infrastructure tasks, incidents, changes and requests.
Good communication skills (oral and written) Attention to detail Ability to multi-task Knowledge and use of ticketing systems Knowledge with : - Unix / Linux - Cloud services (Amazon) Proficiency in running incident calls with up to 25 people. Managing incident data using tools like SharePoint, Confluence. Experience in managing Helpline numbers. Experience troubleshooting and managing triage calls with cross-functional teams. Use of Office products including Excel, Word, Outlook)
Performs and manages production support tasks and activities which requires IT expertise and knowledge of business processes, general application and infrastructure support.
Manage and triage and resolve incidents utilizing knowledge articles as well as prior knowledge and experience with the systems
Executing changes based on change information or knowledge base instructions
Responding to IT service requests according to written instructions but may also rely on their experience to resolve issues.
Monitor and execute production processing per requests or runbooks.
Perform eyes on glass monitoring of systems and applications and proactively look for alerts or potential issues.
Responsible for communicating, coordinating and working with other groups and ensuring the availability of the production environment.
Manage troubleshooting calls with cross functional teams
Lead and manage triage efforts for incidents that have potential for business impact, including performing analysis of other activities in the environment that could be causing the issue, troubleshooting the systems using tools, dashboards and command line
Eyes on glass monitoring of monitoring system, email and MS-Teams Chats. - Ownership and use of the MS-Teams conference lines for triage and follow up calls.
Engage and escalate as necessary to ensure the proper resources are on the triage calls to expedite recovery and minimize impact to Fannie Mae external customers and internal users. - Inform management throughout the triage process of progress, issues and business impacts
Top 3 must have skills :
Use of tools such as xMatters, Everbridge and direct phone calls as needed
Use of Office products including Excel, Word, Outlook).
On call 24X7 Primary support.
Call Notes :
Support production support, application & cloud infrastructure, incident management, command center, production stability, observability.
Production stability - identify issues, handle issues, recommend solutions, flexibility, willingness to be a team player.
High level example : production standpoint, the areas they cover range from sending wires to federal reserve bank, large amounts / billion-dollar wires, critical apps that are external facing with different areas participating in Mortgage Back Securities, a lot of things that external users are using their systems to satisfy housing related issues in mortgage.
Strong Administrative & Operational AWS Knowledge / experience
Will rotate shifts at times
Independent thinker / Out of the box thinker
Handle on call 24X7 duties
Ticketing systems : ServiceNow / Jira
Monitoring Tools : Splunk
AWS is key - 95% is AWS, Azure is a plus
Support will be on application and infrastructure, knowledge of both will be key,. A role will support the command center, so having infrastructure experience makes a big difference.
Need experience with Xmatters
Application : some cases they will require API support,
Shifts : depends on the team, will ask for flexibility, might need someone to change a shift for a month or so depending on needs.
Enterprise Command Centre & Production Support (L1 / L2)
Pankaj Kumar
Lead IT Technical Recruiter
Phone : 321-766-9495
Email : pankaj@stellentit.com
Gtalk : pankaj@stellentit.com
