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IMC Support Technician, Lead
Ref No.: 20-00081
Location: Washington DC, District of Columbia
Position Type:Full-time
Experience Level: 5 Years
Start Date: 02/12/2020
Job Req -Additional Info
Shift Work?:No
Work Schedule:0800 - 1630
Clearance Requirement:Public Trust
IMC Support Technician Lead
Must possess the ability to clear Public Trust
Support all aspects of the FCC's IT Infrastructure by delivering and maintaining a robust, flexible, secure, and efficient technology portfolio while tracking all efforts performed in the FCC's IT Service Management System.
  • Provide leadership, training, and mentoring support to Sr. and Jr. Integrated Monitoring Center support personnel.
  • Ensure proper staffing levels are maintained and schedules are built to provide 24x7x365 support.
  • Collaborate with other Subject Matter Experts, vendors, and Government employees to modernize the existing SolarWinds tool and modules to provide needed capabilities to better monitor the FCC Infrastructure and Applications.
  • Provide network and infrastructure management and operations support, tracking all work in FCC's ITSM system
  • Provide network and infrastructure monitoring support
  • Provide 24x7x365 IMC support monitoring uptime and performance of Hardware/infrastructure, services including telecom, security, and related services, and applications (internal and external facing)
  • Work closely with NSOC, Tailored Platforms, ABL, and Engineering teams to deploy and maintain FCC provided monitoring tools. Work closely with other FCC contractors and vendors to ensure enterprise services are being monitored via the IMC. For NSOC tools, provide maintenance for the OS and below only
  • Develop plans to adequately respond to alerts
  • Collaborate closely with NSOC in responding to alerts related to IT security
  • Utilize NSOC checklist for IT security related alerts
  • Escalate issue to NSOC when unable to resolve IT security alerts
  • Report uptime and performance metrics as per the SLA
  • Draft and submit, for Government review and approval, an Operations Monitoring Tool Assessment
  • Complete an assessment of all monitoring tools and provide recommendations to enhance and improve the enterprise level monitoring
  • Implement the approved enhanced enterprise monitoring capabilities within COR agreed upon project implementation timeline(s)
  • Draft and submit to the COR, for Government review and approval, an IMC Alert Response Plan. The plan should include identification of FCC designated POC to determine required support and applicable SOP for the alert
  • Implement the approved IMC Alert Response Plan and providing recommended updates to the COR on an annual basis
  • Deliver an After-Action Report (AAR) for any experienced outage or degradation in performance of hardware, software, or services. Submit an AAR template for Government review and approval
  • The AAR should include detailed description of the symptoms and impacts to users, detailed timeline of the event/outage, detailed root cause of the incident, and description of steps or recommendations to be taken to prevent the incident from occurring in the future including timelines for each step
Knowledge/skills:
  • Strong background and experience as an IMC Support Technician
Experience: 5-7 Years Relevant experience
Education and Certification:
  • Bachelor's in Information Technology or relevant area