Full Job Description
B&A is recruiting for a Production Monitoring/Incident Management Analyst to join our team on a Federal contract in Springfield, VA!
We are seeking a candidate who will be a part of a dynamic and energetic team responsible for the continuous monitoring (24x7x365) of multiple DHS Customs and Border Protection (CBP) Passenger Systems Program Directorate (PSPD) applications and responding to alerts and potential issues. The person should be willing and able to work various shifts to accommodate 24-hour coverage if needed. The person must be able to multitask and manage multiple systems individually or as part of a team. This work includes leveraging various automated and manual performance reporting monitors to determine if an issue exists and its severity, timely reporting of events and performance statistics, contacting the group responsible for the application and providing a recommendation for a resolution of the incident. A detailed record of all incidents and their resolutions shall be tracked for future evaluation and trending purposes.
The selected candidate will work Tuesday – Saturday from 11:00 PM – 07:00 AM. Additionally, the position requires the willingness to work various shifts to accommodate coverage as needed.
The selected candidate must be able to multitask and manage multiple systems individually or as part of a team. This work includes leveraging automated and manual performance monitoring tools to determine if an issue exists and its severity. A detailed record of all incidents and their resolutions shall be tracked for future evaluation and trending purposes.
This person will interact with project leads, project managers, department liaisons, and key government staff. Effective collaboration with other analysts, infrastructure support personnel, and application support personnel are key to success. Consequently, this role requires excellent customer service, verbal and written communication skills and the ability to provide the following services:
Timely reporting of events and performance statistics; contacting the entity responsible for the application and recommending a resolution
Monitor various custom applications to proactively identify system disruptions and preempt enterprise outages
Ensure that required Service Level Agreements (SLAs) are met
Notify internal and external departments of performance issues and trends
Support maintenance and scheduled outages
Review and update tickets with most current status information
Understand applications and their interdependencies
Incorporate monitoring of any new applications or systems
Review and suggest monitoring tools as needed
Monitor and support the Testing, Education, and Production environments
Develop after action reports and provide inputs to hot washes pertaining to the following as needed
Scheduled server maintenance
Root Cause Analyst (RCA) and follow up both internal and external
Provide updated reports for monthly PMR presentation and review
Provide documentation and presentation support as needed
Effectively document incidents describing the issue, business impact, root cause and fix actions
Identify areas where improvements in processes or documentation will increase the team’s overall proficiency
Required Skills and Experience:
Associate degree and at least 3 years of experience supporting an IT system through troubleshooting, applications maintenance, and network operations or equivalent combination of education and experience
Outstanding communications skills-both written and oral
Experience with automated monitoring and performance management tools (i.e.: Auto Ops, App Dynamics, Splunk, etc.)
Experience and knowledge of applications, their architecture, and application monitoring
Ability to work in a collaborative environment as well as manage individual tasks
Ability to make sound judgements in a mission critical environment
Preferred Skills and Experience:
Experience with US Government systems
Education and Certifications:
Education information – see above
ITIL experience or certification
Clearance: Current CBP Public Trust or Active Top Secret
B&A has helped transform how the federal government serves the public in the digital age for the past 30+ years. We do this by developing innovative person-centric IT solutions that deliver visibly better results to the public and to the federal workforce. We believe that focusing on the mission and needs of the end user improves their experience and amplifies their ability to impact their mission. Our solutions are resilient, mobile, smarter, and increasingly intuitive. We provide strategic, enterprise, application, and technical infrastructure services to our valued clients.
B&A is managed to Software Engineering Institute Capability Maturity Model Integration (CMMI®)-Level 3, International Organization for Standardization (ISO) 9001:2015, ISO/IEC 27001:2013, ISO 20000-1:2011, IT Infrastructure Library (ITIL®), and Agile best practices. Across our four service areas – Human Capital Management, Operations & Enablement, Integration & Analytics, Modernization & Transformation – we leverage a spectrum of tools to build the capacity of the organization to deliver these solutions faster, and more reliably.
We offer full time employees a 100% premium paid medical plan option, which includes coverage for medical, prescription, dental, vision, life insurance, AD&D, disability, teledoc, and accident insurance. Headquartered in McLean VA, B&A was named one of Virginia’s Best Places to Work in 2020.
B&A provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. B&A complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy covers conduct occurring at B&A’s offices, and other workplaces (including client sites) and all other locations where B&A is providing services, and to all work-related activities.
Affirmative Action Plan
As a federal government contractor and based on Executive Orders and applicable laws and regulations, B&A develops and maintains annual written Affirmative Action Plans and endeavors to hire and advance qualified minorities, females, individuals with disabilities, and protected veterans.