IT Operations Center Support Analyst in Tampa, FL at Booz Allen Hamilton

Date Posted: 3/7/2018

Job Snapshot

Job Description

Job Number: R0015802

Booz Allen Hamilton has been at the forefront of strategy and technology for more than 100 years. Today, the firm provides management and technology consulting and engineering services to leading Fortune 500 corporations, governments, and not-for-profits across the globe. Booz Allen partners with public and private sector clients to solve their most difficult challenges through a combination of consulting, analytics, mission operations, technology, systems delivery, cybersecurity, engineering and innovation expertise.

IT Operations Center Support Analyst

Key Role:
Support system event monitoring services for enterprise applications, systems, and core services through a cohesive operations center team, designated the Production Systems Operations Cell (PSOC). Monitor enterprise applications, systems, and core services and infrastructure assets, including file servers, e–mail servers, application servers, Web servers, and storage. Monitor established thresholds, respond to incidents and outages, take initial corrective actions to resolve the issue, escalate issues that cannot be resolved, maintain and upgrade supporting infrastructure and applications, and provide initial troubleshooting to restore services as quickly as possible. Monitor and maintain servers, storage, applications, and data services for all covered secret and top secret networks and act as the point of contact and end–user support for these same networks and applications. Create and maintain records and classify incidents within the client’s ticketing system for all incidents which they initially identify and ensure that all related incidents and tickets are captured and related to a single parent ticket, as appropriate. Maintain master station logs recording details and timelines for all events in sufficient detail to allow for after–the–fact analyses and reconstruction of all actions taken to determine process improvements, create after action reports, and improve response procedures. Author and provide briefs, slides, and reports to the government, as requested, detailing incidents and service degradations, actions taken in response, impacts, restoral procedures, and additional supporting information encompassing all available information on a particular incident across the client’s enterprise and outside agencies, as necessary.

Basic Qualifications:
-Experience with supporting IT infrastructure operations centers
-Knowledge of various infrastructure technologies
-Ability to develop and follow procedures for managing, monitoring, and reporting on operations
-Ability to support 24x7x365 operations center, including supporting swing shifts from 2pm–10pm or mid shifts from 10pm–6am
-Active TS/SCI clearance required; willingness to take a polygraph exam
-HS diploma or GED and 8 years of experience with IT, AA or AS degree and 6 years of experience with IT, BA or BS degree and 4 years of experience with IT, or MA or MS degree and 2 years of experience with IT
-DoD 8570 Certification, including Security+, CASP, CISSP, or CISM or ability to obtain within first six weeks of hire

Additional Qualifications:
-Knowledge of ITIL change management and problem management best practices
-Ability to work independently and as a team member to solve difficult technical challenges on a global scale
-Possession of excellent oral and written communication skills
-Possession of excellent team collaboration skills

Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

Integrating a full range of consulting capabilities, Booz Allen is the one firm that helps clients solve their toughest problems by their side to help them achieve their missions.  Booz Allen is committed to delivering results that endure.

We are proud of our diverse environment, EOE, M/F/Disability/Vet.

AFH16, AFH26, E&S1

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