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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

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

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

$57.69/hr - $69.23/hr

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.