TOC Systems Engineer

TOC Systems EngineerLocation: 100% REMOTEJob Type: 12 Month Contract to HireNote: Must have Dynatrace OR AppDynamics OR ServiceNow experienceJob Title: TOC SR. SYSTEMS ENGINEERJob Description: TOC EngineerThis role supports the First-to-Know capability of the Technical Operations Center and requires coordination and multi-tasking skills to ensure maximum service availability of our systems.TOC Engineers monitor the performance and capacity of enterprise-wide systems using a variety of tools to identify hardware, software, and environmental alerts.Provide eyes on glass monitoring of Client systems and will investigate, verify, report, communicate and escalate any issues.Author communications that are sent out to the client user community and client leadership about outages, upgrades, it challenges, etc.Candidates will also work with the technical teams to write up outage summaries and lessons learned reports for senior management to understand the impact to the client community and corrections to avoid future occurrences.You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies; with the opportunity to grow into more advanced roles.This team provides 24x7x365 support to the client user community.Lead kickoff meetings with various teams to determine what is needed to perform monitoring.Create accurate process documents that can be followed to performed various tasks within the TOC.Managing a ticket queue in ServiceNow and resolving ticketsThis role will require shift work. The Client 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 various monitoring tools such as Dynatrace, Splunk, SCOM, ITM, and SolarWindsInvestigate and verify alerts and reported issuesEscalate issues to the Tier 2 operations team when necessaryAccess devices and analyze graphingReview device logs documentation and analysisPerform real time monitoring of vital systemsProvide general event management and communication management support for the TOCSupport a 24x7 system monitoring service to proactively identify and assess problems before the customer reports themSupport response time -ensuring system information, contact information and processes are in place to coordinate the necessary IT response to system problemsRely on your teammates and be an active collaborator and participant within the groupProvide event management and support to service owners and IT managersAuthor reports, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.Communicate an honest interpretation of data to all stakeholders; support and facilitate open communication between all stakeholders.Required Qualifications:AA/AS and 4+ years of experience or equivalent combination such as bachelors degree and 4+ years experience or no degree and at least 5 years in a NOC/TOC engineer, network engineering or IT analyst type roles.4+ year experience networking and/or application monitoring tools,Experience with enterprise dashboards and monitoring toolsDynatrace Monitoring experience preferredAble to accurately interpret various metrics from monitoring tools.Strong written and verbal communicationStrong analytical skills and able to collate and interpret data from various sources.Strong communicator with a natural aptitude for dealing with peopleAble to represent Client and the TOC in the most professional mannerKnowledge and experience of system and network infrastructures such as databases, batch job processing, LAN and WAN network technologies, server virtualization, enterprise storage area network (SAN) and backup, enterprise performance and fault monitoring tools. Basic sysadmin skills.Ability to assess and prioritize faults and respond or escalate accordingly.Desired Qualifications:Familiarity with developing and implementing mature operations center processes, tooling and automationWorking knowledge of IT Infrastructure Operations (such as systems and network administration, security, various tools, etc.