Job Description

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as a TOC Shift Lead for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7x365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The TOC Shift Lead is a key member of the National Institutes of Health (NIH) Center for Information Technology (CIT) team, responsible for supporting the operation and maintenance of critical IT systems within the TOC environment. This role involves actively monitoring IT infrastructure, responding to incidents, troubleshooting technical issues, and collaborating with team members to ensure the continuous availability and reliability of CIT IT services.

Key Tasks and Responsibilities

• Operations Monitoring: Monitor the performance and availability of CIT IT infrastructure and services using monitoring tools and systems, promptly responding to alerts and escalations as needed.

• Incident Response: Respond to incidents and service disruptions, following established incident management procedures to identify, prioritize, and resolve issues in a timely manner.

• Troubleshooting: Investigate and troubleshoot technical issues related to network operations, applications, hardware, and operating systems, applying troubleshooting methodologies to resolve problems efficiently.

• Documentation and Reporting: Maintain accurate records of incidents, activities, and procedures, documenting incident details, actions taken, and resolutions in accordance with documentation standards.

• Collaboration: Collaborate with team members, technical experts, and stakeholders to address technical challenges, share knowledge, and implement solutions to improve operational efficiency and effectiveness.

• Change Management Support: Assist in the evaluation, testing, and implementation of changes to the IT environment, following change management processes and procedures to minimize risk and ensure stability.

• Continuous Improvement: Identify opportunities for process improvement, tool enhancement, and automation within the TOC environment, contributing ideas and suggestions to improve operational workflows and practices.

• Training and Development: Participate in training sessions and knowledge-sharing activities to enhance technical skills and knowledge, staying current with industry trends and best practices in IT operations.

• Adherence to SLAs: Ensure compliance with service level agreements (SLAs) and operational targets, prioritizing tasks and incidents to meet or exceed customer expectations and service level commitments.

• Customer Service: Provide excellent customer service to internal and external stakeholders, communicating effectively and professionally to address inquiries, concerns, and requests related to IT services.

Job Requirements:

Education & General Experience

• Bachelor's degree in computer science, information technology, or related field preferred.

• 2+ years of experience in a technical role supporting IT operations, preferably in a 24x7x365 environment.

• Experience with incident management processes and procedures, including incident identification, prioritization, and resolution.

• Strong technical skills in network operations, applications, hardware, and operating systems, with the ability to troubleshoot and resolve technical issues effectively.

• Familiarity with monitoring tools and systems used for performance monitoring and alerting.

• Excellent communication and interpersonal skills, with the ability to work collaboratively in a team-oriented environment.

• Strong problem-solving and analytical abilities, with a keen attention to detail.

• Ability to work independently and prioritize tasks in a fast-paced, dynamic environment.

• Flexibility to work rotating shifts, including nights, weekends, and holidays, as required.

Certifications

• ITIL 4 Certification (Preferred)

Security Clearance

• Public Trust Moderate (Tier 2)

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

• May require local travel to customer sites.

• This position requires availability to work in rotating shifts, including weekends and holidays, to ensure continuous coverage in the 24x7x365 IT Operations environment.

• May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.

• May require lifting and carrying heavy equipment.

• Potential continental US travel to other customer locations, if required.

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at

314.952.5138
or
[email protected]
.

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Job Snapshot

Employee Type Full-Time

Location Bethesda, Maryland, US, MD (Hybrid)

Job Type Government, Information Technology, Other

Experience Not Specified

Date Posted 04/02/2024

Job ID 4217/3122/20671

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