Job details
Job type contract
Full job description
Primary skills: technical support, customer service, monitoring, splunk/aws cloudwatch/datadog, windows, linux
Duration: 12 months contract
Contract type: w2 only
Location and shift timings: remote role (3:30 pm pst to 12:30 am pst)
What is a toc?
The toc (technology operations center) is a 24/7/365 department dedicated to the real time monitoring, alerting, and coordination of production systems though technology and incident managementWe are ecs`s first responders for all incidents affecting our customers.
The toc senior technician will have a hands on role in all systems that are monitored, and will be responsible for understanding and escalating business issuesHas the ability to coordinate updates to core monitoring applicationsOverall understanding of the organization and the drive to ensure issues are escalated appropriately.
Responsibilities:
Responsible for hands on management of the toc activities during their shift.
Senior level knowledge across all enterprise system monitoring tools employed by ecs toc.
Provide support to perform audits on monitoring tools to ensure the entire it enterprise is being properly monitored.
Proactively work with it and the business to put into place more specific monitoring.
Understand ecs business with an understanding of all it applications and services that could impact the customers.
Take initiative to create and maintain documents, procedures, and run books without direction.
Ensure toc notifications are accurate and sent out within published sla.
Communicate problems to all levels of the organization as required.
Coordinating resolution voice and data circuit issues with carriers.
Informing lead, supervisor, manager and senior management of status on all issues and initiatives for your teamIn the absence of toc manager/supervisor, own the escalation process.
Assist in updating operational run-books.
Knowledge and experience:
5+ years experience in information technology and in a toc or service desk environment
Aa or ba degree preferred.
Ability to work effectively with cross-functional teamsFlexible enough to work with different technical skill levels and skill sets.
Ability to work in a highly dynamic environment.
Strong analytical and problem solving skills.
Must be available to work any shift, weekends, and holidaysMust be available for on call duties as scheduled.
Strong working knowledge of monitoring systems such as but not limited to: splunk, aws cloudwatch, datadog
Working knowledge of windows and linux os.
Moderate understanding of software architectural patterns.
Ability to work with vendors, carriers, and suppliers in the provisioning and maintenance of services.
Excellent communications skills, both written and oral are essential.
Ability to develop, document, and publish operational processes and procedures.
Ability to mentor junior staff.
Must be a self-starter and require minimal guidance / leadership.
Ability to work well under pressure is critical.
Experience with problem and incident management processes and tools; including root cause analysis required.
Strong customer service orientation
Women back to work (wbw) are also considered for this opportunity.
To follow up with any questions, please contact dhaval at (408) 907-6913.
Akraya is an award-winning it staffing firm and the staffing partner of choice for many leading companies across the usWe offer comprehensive benefits including health insurance (medical, dental, and vision), cafeteria plan (hsa, fsa, and dependent care), 401(k) (enrollment subject to eligibility), and sick pay (varies based on city and state laws).
If this position is not quite what you`re looking for, visit akraya.com and submit a copy of your resumeWe will get to work finding you a job that is a better fit at one of our many amazing clients.
Akraya is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the lawAkraya is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.
