Operations & Maintenance Cloud Engineer

Description

Are you interested in being part of supporting the world's most advanced and secure IT mission? Any interest in a position where your performance will lead to future career growth opportunities? If so, the CBP TPVS program is the one you have been waiting for. The TPVS program has an opening for an Operations & Maintenance Cloud Engineer supporting the CBP TPVS program in Ashburn, Virginia. This is an exciting opportunity to use your experience helping end users attain their mission. This is a hybrid support role in which telework is partially available and on-site presence is required at regular intervals.

Primary Responsibilities:

You will serve as the initial point of contact for IT-related field and application production problems. In this capacity, you will provide phone and online support to users, performing technical triage, troubleshooting, resolving issues, and following escalation protocols as necessary.

• Work in tandem with our application teams to identify, triage, troubleshoot, and remediate application production issues.
• Working knowledge of monitoring tools (Prometheus, Grafana, CloudWatch, X-Ray, Splunk) to ensure system and application availability and performance.
• Define and document the best practices and strategies regarding application maintenance and recovery protocols.
• Practical knowledge of DevSecOps principles, methodologies, and best practices.
• Solid Understanding of networking concepts, including VPCs, subnets, VPNs, and firewalls.
• Provide guidance, thought leadership, and mentorship to others to build their cloud competencies and share knowledge.
• Ensure application performance, uptime, and scale, maintaining high standards, and ensuring SLAs are attainable.
• Provide oversight and monitoring of applications in the AWS environment following the government security guidelines.
• At the direction of the O&M team leader, develop and implement technical efforts to maintain AWS applications, including supporting after-hours and weekend calls to remediate production issues.
• Troubleshoot incidents, identify root causes, fix and document problems, and implement preventive measures.
• Educate teammates on the implementation of new cloud-based initiatives, providing associated training when necessary.
• Demonstrate exceptional application problem-solving skills, with an ability to see and solve issues before they affect field operations.
• Document and communicate degradation of services or outage issues information to customers and help with resolution.
• Ensure your assigned tickets stay within the program's SLO commitments.
• Document procedures, configurations, and troubleshooting steps to enhance knowledge sharing.

• BS/BA degree and 8 years of prior relevant experience or a Masters' degree with a minimum of 6 years of previous relevant experience; or 4 years of experience in lieu of degree
• U.S. Citizen
• Must be able to maintain and obtain a CBP Background Investigation prior to start
• Eight or more years of experience in supporting application cloud solutions on AWS platform.
• Experience in supporting 24x7x365 operations.
• Experience with Jira, Confluence, and ServiceNow.
• Understanding of and experience with field operations, SLAs, and on-call support.
• Experience in at least two of the following areas: PostgresSQL database architecture, advanced analytics, micro-services, monitoring, and SecDevOps.
• Working knowledge of supporting applications in AWS.
• Proven ability to collaborate with multidisciplinary teams of business analysts, developers, data scientists, dbas, and subject-matter experts.
• Excellent written and verbal communication skills.
• Solid troubleshooting techniques to find root causes and apply workarounds.
• Organization skills and attention to detail.

• DoD Top Secret or DHS Full-BI.
• AWS Cloud certification.
• Experience in supporting 24x7x365 operations.
• Experience with Jira, Confluence, and ServiceNow.