Sr. System Engineer - Technical Operations Center (TOC)

Sr. System Engineer

Location :: 100% remote - Candidate must live in: DC, VA, WV, MD, DE, NC, FL, TX, NJ, NY, PA

Duration :: 12 months

Interview :: Phone & Skype

Visa :: USC / GC / EAD GC / H4 EAD

Job Description

This role supports the First-to-Know capability of the Technical Operations Center (TOC) and serves as the centralized focal point for observability and event management at CareFirst. Event Monitoring Engineers monitor the performance and capacity of enterprise-wide systems, applications and critical business processes using a variety of tools to identify hardware, software, and environmental anomalies. The successful candidate will proactively look for ways to improve processes, look for inefficiencies, and document new processes as they evolve.

This role will require shift work. The CareFirst Technology Operation Center covers a 24/7 operation and members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises. Position is for full time employment and can be performed fully remote.

Responsibilities Include

• Provide eyes-on-glass monitoring using Dynatrace and other monitoring tools
• Support a 24x7 system monitoring service to proactively identify and assess problems
• Provide oversight, coordination, and visibility for critical business processes
• Perform system health checks
• Identify, investigate, verify, report, communicate, and escalate critical events
• Review device logs documentation and analysis
• Develop runbooks for repeatable processes
• Will follow basic triage steps, monitor production systems, and assure their high availability
• Facilitate and coordinate the necessary IT response to system problems
• Provide event management and problem management support to service owners and IT managers
• Coordinate and facilitate conference bridges as part of even management
• Author reports, participate in incident review meetings, participate in active incident and problem management activities, routinely follow up on long-term problems, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.
• Communicate to stakeholders; support and facilitate open communication between all stakeholders.
  
  

Required Qualifications

• Experience: 5 years software, hardware and/or systems engineering related experience and at least 2 years in a NOC/TOC, Command Center roles.
• 3+ years IT experience and understanding of performance monitoring tools
• 3+ years Dynatrace monitoring experience
• 2+ years operating in a command center in an Event Monitoring/Event Management role
• Ability to assess and monitoring events and respond or escalate accordingly
• Knowledge and experience of system and network infrastructures such as LAN and WAN network technologies, server virtualization, enterprise storage area network (SAN) and backup, and database
• Strong analytical skills and able to collate and interpret data from various sources.
• Strong communicator, both verbal and written, with a natural aptitude for collaboration
  
  

Desired Qualifications

• 3+ years’ experience working with Splunk, SCOM, SolarWinds or other performance monitoring tools
• Process engineering or process management experience
• Experience working in a ServiceNow environment
• Experience reporting against and managing to Service Level Agreements (SLAs)
  
  

Education Level: Bachelor's Degree