Open Systems Technologies Corporation is looking for an IT Operations Analyst to join our team of experts to provide operational service to the Department of Defense, Defense Travel Service System. The IT Operations Analyst will be part of the Service Continuity (Service Delivery) Team ? Operations Analyst/Service Administrator. The Service Continuity Team provides operational service for the Department of Defense (DoD), Defense Travel System (DTS) for Production (PROD), COOP/Disaster Recovery, and Enterprise Web Training System (EWTS). The service includes supporting the application, infrastructure, connectivity, interfaces, data loads, and other services (e.g., travel-related services provided by third parties). The team provides daily operations monitoring, system and application checks, and initial triage of service anomalies detected or reported by the end-user community. The team also supports data load activities for the PROD and EWTS environments. Service Continuity has direct responsibility and management over DTS applications software for startup/shutdown and recycles of software components. When needed, the Service Continuity Team escalates issues to other program teams to assist in resolving a service anomaly. In the case of a severe incident affecting service to the end-user, the team coordinates communications among the DTS staff to expedite service restoration and also provides communication to external agencies. The Service Continuity Team monitors the DTS infrastructure and application services. The team provides oversight and management of system incidents and assists the DTS Help Desk, Travel Assistance Center (TAC), run by the Defense Travel Management Office (DTMO), by addressing trouble tickets pertaining to operational issues for the PROD and EWTS environments. The team also performs routine infrastructure changes, coordinates with CM and Development for application releases, and coordinates with the Hosting Services Team to support monthly maintenance activities.

Responsibilities (not all Inclusive):

• Support Production services (once government access is approved)
• Support tasks in LAB environment for training and Splunk Support for releases
• Provide 24x7x365 Operational Support for a DoD Application
• Provide on call after hours and weekend support (weekly rotational) in addition to day-to-day tasks
• Provide operational support by creating, maintaining, and executing scripts and processes used to facilitate service delivery.
• Provide continuous monitoring of the system and as exceptions occur, evaluate and determine the best course of action to correct the problem in accordance with standard operating procedures, policies, and using your own judgment.
• Monitor system events, availability, and performance including response time, space management, interfaces, etc.
• Support Application shut down, start-up, and validations for daily system checks, incident response procedures, and Monthly Hosting Services Maintenance patching cycles
• Manage Incident Reports: Create, modify, and maintain incident reports, tracking service anomalies, root cause analysis and resolution and communicate with the appropriate teams to ensure timely resolution.
• Act as the primary liaison and provide communications between the Travel Assistance Center and other external partners for system degradations, scheduled maintenance, or unscheduled events.
• Communicate (written and verbal) with internal and external stakeholders regarding operational status, and incident management activities
• Escalate issues to other program teams to assist with resolving a service anomaly.
• Support release deployments, when applicable
• Support integration of external interface changes to ensure the operational service is not interrupted and maintain login credential passwords for interface partners (where applicable)
• Perform trend analysis and review past incidents to determine patterns and ways to improve processes or prevent future occurrences.
• Collect data and update/maintain operations metric data
• Perform routine data loads using defined procedures and collect/post evidence
• Support Junior level administrators/technicians to provide guidance where necessary
• Create, modify, and maintain appropriate system documentation including standard operational procedures/instructions and knowledgebase for triaging the operational service.
• Create and maintain work tickets and ensure Work Tickets are worked in a timely manner, completed/implemented successfully and the work tickets are updated appropriately
• Work independently or as a member of a team on complex tasks