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 onsite support.
• Collaborate with other Subject Matter Experts, vendors, and Government employees to fine-tune the existing SolarWinds and Dynatrace tools 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 onsite 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, Data Center, 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 and fine-tuned via the IMC. For NSOC tools, provide maintenance for the OS and below only
• Develop plans to adequately respond to critical warnings and alerts, including Major Incidents
• 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 a Monitoring Support Technician and/or Team Lead
• Strong background and experience with SolarWinds and Dynatrace monitoring tools
• Experience with ServiceNow ticketing system

Experience: 5-7 Years Relevant experience

Education and Certification:

• Bachelor's in Information Technology or relevant area

Compensation:

We provide a competitive pay and benefits package. This position is offering a salary range of $100,000 - $115,000 Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.

EOE/F/M/D/V

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