Application L1/L2 Support- W2 Only (No H1b)

Job Description

Job Title: Application L1/L2 Support – Senior Operations Engineer (Total 3-3 openings)

Locations: Charlotte, NC (Preferred) / Dallas, TX / NYC, New York / New Jersey / Minneapolis, MN / Des Moines, IA / San Francisco, CA

Duration: 12 months (contract to hire)

Rate Range:

* L1 Support: $38-$43/hr. on W2
* L2 Support: $50-$57/hr. on W2

Full description

* CTO Application Support has an immediate requirement to hire 12 engineers for support – 6 for L1 and 6 for L2 (Individuals need to be in seat before Dec 30 2024)
* This team will provide support for 300 Enterprise Infrastructure Tools and Applications.
* Background from Network, Monitoring, Infrastructure preferred but not a must.

Qualification:

* 4-5 years experience in Enterprise Tools like BigPanda, Netcool, Splunk, AppDynamics, Thousand Eyes, Grafana, Autosys, Puppet, Service Now
* Strong experience and interest in Operational support – Monitoring, Alert resolution, Incident resolution, Root Cause Analysis.

Note:

* L1 role is operational across 300 CTO Tools, focused on alert resolution, incident, escalation.
* L2 role is operational across 300 CTO Tools focused on RCA, preventive actions, proactive fixes, Technical vendor coordination for Vendor tools.

Application L1/L2 Support – Senior Operations Engineer

Duties include ensuring all necessary teams are engaged and focused on their tasks. Must be flexible, have foresight to see the need to change priorities, escalate accordingly and able to understand and communicate across diverse technical platforms. Flexible enough to work for extended hours and/or weekends as needed to handle high priority issues, production recoveries and provide support to monthly Integrated/Infrastructure releases.

Familiar with ITIL, Incident/Problem/Event Management, Release/Deployment, Operational Readiness

Minimum 3 – 5 years of experience leading incident triage in a large IT operations production support environment

Prior Technical Generalist / Major Incident Management experience

Excellent analytical and problem-solving skills

* Strong experience and interest in Operational support – Monitoring, Alert resolution, Incident resolution, Root Cause Analysis
* Working knowledge of Splunk, AppDynamics, Thousand Eyes, Grafana, Autosys, Puppet, Service Now
* Ability to automate simple tasks using Python, Shell scripts
* Experience in .net technologies, Windows, Linux, Oracle, Autosys, Mulesoft, Open shift a plus
* Must work well under pressure
* Ability to manage multiple priorities
* Candidate must have excellent written and verbal communications skills.
* Ability to communicate effectively across all levels
* Able to work independently or as a part of the team
* Proven ability to quickly gain understanding of operational or business processes, including key stakeholders, risks, and existing control mechanisms.
* Strategic thinker with the ability to quickly assess situations and make critical decisions weighing risk verses rewards under stressful conditionals.
* Excellent communication skills, able to articulate issues in a technical manner as well as concisely write incident communications for audiences varying in seniority and role (e.g. technical and business)
* Excellent leadership and discussion facilitation skills.
* Experienced using myCTO, Remedy, Splunk, Microsoft (Excel, Project, Visio), ITIL processes.
* Ability to work effectively in high pressure situations, on an ongoing basis, maintaining attention to detail.
* Diverse experience in working in complex, global, enterprise scale environments.
* Prior Technical Generalist / Major Incident Manager experience
* Ability to work effectively as a member of a team and independently
* 3+ years’ experience working in complex, global, enterprise scale environments
* 3+ years’ experience with application/network, or relevant customer service skills
* 3+ years’ experience with Microsoft Office Suite