Description:
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
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