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Location – Plano, TX OR Reston, VA Hybrid ( Rotational Shifts)

Duration: One-year contract

Rate- $50-52/hr C2C

Job Description:

Key Responsibilities:

• Provide support for complex or specialized application or infrastructure tasks, incidents, changes, and requests.
• Good communication skills (oral and written).
• Attention to detail and ability to multitask.
• Knowledge and use of ticketing systems.
• Knowledge of:
• Unix/Linux
• Cloud services (Amazon)
• Proficiency in running incident calls with up to 25 people.
• Managing incident data using tools like SharePoint and Confluence.
• Experience in managing helpline numbers.
• Experience troubleshooting and managing triage calls with cross-functional teams.
• Use of Office products (Excel, Word, Outlook).
• Perform and manage production support tasks requiring IT expertise and knowledge of business processes.
• Manage and resolve incidents utilizing knowledge articles and prior experience.
• Execute changes based on instructions or knowledge base.
• Monitor and execute production processing as per requests or runbooks.
• Perform proactive monitoring of systems and applications.
• Lead and manage triage efforts for incidents with potential business impact.
• Communicate, coordinate, and work with other groups to ensure production environment availability.
• Manage troubleshooting calls with cross-functional teams.
• Use tools, dashboards, and command-line for troubleshooting.
• Engage and escalate as necessary to expedite recovery and minimize impact.

Top 3 Must-Have Skills:

• Use of tools such as xMatters, Everbridge, and direct phone calls as needed.
• Proficiency in Office products (Excel, Word, Outlook).
• On-call 24×7 primary support.

Education/Experience:

• 1-3 years of IT and Cloud support experience.
• Bachelor's degree or equivalent training required.