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Technical Services Analyst Lead

Job ID: 2209091
Location: OAK RIDGE, TN, United States
Date Posted: Jun 29, 2022
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No Remote
Benefits: Click here

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Job Description

Description

SAIC is seeking an experienced professional to be part of the Server and Application Monitoring team.  The (SAM) Technical Lead will work with the SAM manager to coordinate execution of standard operating procedures, and will ensure the SAM team has all access and training required to perform their daily work. This role will conduct reviews of work performed by SAM associates and analysts, and supplement mentoring by the SAM manager to ensure best practices are being followed and customer Service Level Agreements (SLAs) are met.  Reporting, documentation creation and review, shift coverage, and other duties as assigned will also be required. 

Applicants must be flexible to work any standard frontline 10 hour shift, with the possibility of overnight, weekend, and holiday coverage, to provide 24/7 support.  This position would be for a flexible 40 hour workweek with the availability to provide coverage as needed, and is based out of the Oak Ridge, Tennessee location. 

Duties Include: 

  • Serve as an escalation point for front line SAM personnel for major issues or customer requests 
  • Assign SAM team to follow up on outstanding alerts, tickets, and tasks as needed 
  • Assist in training SAM team members on standard operational processes, and provide them with access to systems and applications required to perform their daily work 
  • Audit SAM technicians work and coaching when processes are not followed 
  • Assist with major incident response processes   
  • Ensure 24x7 operational coverage for the SAM team by providing coverage until a replacement can be engaged 
  • Provide and maintain SAM technical process documentation  
  • Process and review suppression requests and ensure they adhere to SOP 
  • Create and maintain reports, dashboards, and alerts 
  • Process or delegate processing of action items from reports
  • Provide technical knowledge on SAM processes and tools to leadership, engineers, or auditors 
  • Work with Infrastructure and Enablement application owners and admins to test and implement updates, improvements, and add-ons for Enterprise Operations applications, or customer requested changes 
  • Attend internal department, Enterprise Operations, and Infrastructure and Enablement meetings related to SAM support
  • Assist with network inventory management
  • Other duties as assigned

 

Qualifications

Required Experience: 

  • 4-6 years of technical IT operations or infrastructure background 
  • Experience with Service Now or other ticketing/ITSM systems
  • Experience creating reports and dashboards
  • Outstanding communications skills 
  • Ability to lift 50lbs.

Desired Qualifications: 

  • Previous experience with IT operations support functions 
  • Knowledge of IT Operations, IT service management, and IT concepts, strategies, and methodologies 
  • Experience in technical problem solving and major incident response
  • ITIL best practices experience or certifications
  • Workload automation or batch process production control experience
  • Splunk experience or certifications
  • Experience with search or programming languages
  • Ability to promote a team environment 

 Education: 

  • HS + 9 years related experience in lieu of a degree 
  • AS in Computer Science, Information Systems, or other technology-related discipline, plus 7 years related experience 
  • BS/BA in Computer Science, Information Systems, or other technology-related discipline, plus 5 years related experience 

 


Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.

Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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