About the position

Responsibilities

• Follow the Major Incident Response process including managing, coordinating and communicating all Priority 1 incidents until fully resolved.
• Guide and coach ITOC team members in the analyst and Admin roles.
• Responsible for all escalations and senior leader communications.
• Perform daily system monitoring, verifying the integrity and availability of all systems, reviewing system and application logs, and verifying completion of scheduled jobs.
• Define, prioritize, and resolve all support requests in an organized, efficient, and expedited fashion.
• Administration and monitoring of corporate and managed services cloud-based systems.
• Development, maintenance, and usage of automation scripts using Bash, PowerShell, Python, etc.
• Assist with patch management in Production environments.
• Create and maintain configuration documentation, system and operations documentation, and knowledge base articles.
• Act as primary point of contact for outages and escalations and assist Incident Managers in emergency scenarios.
• Monitor ticket tracking system for newly assigned tasks.
• Monitor and report on all of Spirit networks, systems, and applications in a 24x7 world class operations center, while working expeditiously to limit impact to our customers and tracking the health of our SLAs.
• Handle routine operations requests such as adding new users, restarting services.
• Implement and follow all policies and procedures for monitoring, testing product availability, how problems are identified, and incident management.

Requirements

• Associate degree or equivalent experience.
• 5-7 years' experience in a related field.
• Prior experience with major incident management programs is a plus.
• Experience working with NOC tools, network management systems, escalation procedures, and other monitoring applications.
• Solid understanding of Windows administration and application resource utilization monitoring.
• Solid understanding of network concepts and troubleshooting skills, DNS, IP and network hardware.
• Experience with Microsoft Infrastructure - Active Directory domains, DNS, DHCP, Windows Security, Group Policies, etc.
• Knowledge of cloud platforms and virtualization software, Azure, AWS or Google Cloud.
• Experience in managing and supporting Virtualize environments in VMWare.
• Basic understanding of Load-balancers, web session state and troubleshooting issues involving the same.
• Experience supporting web applications solutions including PaaS, SaaS and IaaS.
• Able to support a 24x7x365 staffing model which includes weekends and holidays.
• Excellent verbal and written skills.
• Ability to multitask and prioritize.
• Proven decision-making abilities.
• Ability to adapt to fast pace environments.
• Driven, high-energy, self-starter; comfortable working in a fast-paced, dynamic, and high-growth environment.

Benefits

• Travel perks that bring you closer to what matters.
• Opportunities for personal and professional growth.