Provides senior-level enterprise IT operations support, including system monitoring, batch processing, incident response, and production support. Coordinates with technical teams to ensure system availability, stability, and timely issue resolution.
The Systems Operations Contractor provides advanced operational and service desk support by responding to production problem reports, service requests, and project-related operational needs. This includes researching complex issues, communicating status and next steps to stakeholders, documenting activities in service management systems, and ensuring issues are resolved in accordance with established workflows and timelines.
The contractor maintains and updates operational documentation, including runbooks and playbooks, to ensure procedures remain accurate and effective. The role also involves consulting with application support, development, and operations teams to support system changes, new functionality, deployments, and ongoing production readiness. This includes reviewing technical documentation, identifying operational risks, and communicating potential impacts to management.
Participation in a 24x7 on-call rotation is required as part of a team-based operations model. The contractor is expected to manage multiple priorities, work independently with minimal supervision, communicate clearly with technical and non-technical stakeholders, and consistently demonstrate sound judgment, professionalism, and customer service orientation.
| Skill | Required / Desired | Amount | of Experience |
| Enterprise systems monitoring and incident response across Linux and Windows environments. | Required | 5 | Years |
| Production operations support for online, batch, and file transfer systems. | Required | 5 | Years |
| Batch job scheduling, execution, and failure analysis using enterprise schedulers such as BMC Control-M or equivalent. | Required | 3 | Years |
| Root cause analysis and troubleshooting of system, application, and infrastructure issues. | Required | 5 | Years |
| ITIL-aligned operational support, including incident, problem, and service request management. | Required | 3 | Years |
| Service desk and customer support skills, including clear communication of technical issues to non-technical stakeholders. | Required | 4 | Years |
| Operational documentation development and maintenance, including runbooks and playbooks. | Required | 3 | Years |
| Ability to work independently while coordinating with cross-functional technical teams. | Required | 5 | Years |
| Strong written and verbal communication skills for documenting issues, workflows, and resolutions. | Required | 5 | Years |
| Ability to support a 24x7 operations environment, including on-call rotation. | Required | 3 | Years |
| UNIX / Linux administration experience, including CRON scheduling and shell scripting (BASH, Perl). | Highly desired | 3 | Years |
| Familiarity with enterprise monitoring and alerting tools. | Desired | 2 | Years |
| Experience supporting large, multi-user enterprise environments. | Desired | 2 | Years |
| Knowledge of application lifecycle support and production readiness practices. | Desired | 3 | Years |
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