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Client Systems Troubleshooter

Provide on-site tier2 support for customer project using vendor software. This is a user-facing analytic position responsible for identifying, documenting, and remediating system problems.

KEY TASKS
  • Respond to system defect reports (SDRs). Work with stakeholders to create precise verifiable SDRs. Collect and validate evidence for a hypothesized system defect. Review system metrics and logs to determine the validity and causes of the alleged defect. Prepare resolution report that fully addresses the originator’s concerns. If a defect is confirmed, escalate it to tier3 support. Ensure the originator is satisfied with the defect investigation and its outcome.

  • Review daily metrics. Identify anomalies and problematic behaviors. Work with stakeholders to identify the underlying causes and guide appropriate parties to remedies.

  • Review daily error reports. Diagnose underlying causes of reported processing errors. Maintain log of error causes, and develop taxonomy of errors. Identify party responsible for correcting the reported error. Work with responsible parties to fix errors. Provide management with periodic reports of errors by type and status.

  • Review system logs to identify new system problems. Work with tier3 support to address any underlying system problems.

  • Recommend additional metrics and system logs required to better perform tasks above.

  • Improve existing project processes and work flows.

  • Attend meetings as required.

KEY SKILLS
  • Experience with POWERWASH or EXIT4.

  • Analyze daily metrics to detect and diagnose problems.

  • Analyze system logs with Unix command line tools (grep, find, gawk).

KEY TRAITS
  • Careful, meticulous, detail-oriented. This is painstaking work.

  • Relentless desire to improve systems and assist users.

  • Able to work alone and with others as required.

  • Current TS/SCI clearance with full scope polygraph and extended background investigation.


PREFERENCES

  • Recent experience in SIGDEV or traffic analysis using large data repositories.

  • Experience with PINWALE, ABR, XKEYSCORE, UTT, CADENCE, YELLOWSTONE, SPLITGLASS


COMPENSATION

  • Salary commensurate with education and experience

If you are a qualified applicant you are encouraged to complete the application and forward it to us.  Following your application review by the client you may be contacted for an interview.  


See Contact Us for methods of delivery to us.

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Content Manager,
Jan 28, 2012, 2:07 PM
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