Site Reliability Engineer

Clearance

• U.S. Citizenship is required.
• Must have a current CBP Public Trust or Active Top Secret with a BI completed within the past three years.

Position Overview

• Role: Site Reliability Engineer
• Team: Dynamic, energetic, and mission-oriented team responsible for the continuous monitoring (24x7x365) of multiple applications, responding to alerts and potential issues.
• Shift: Tuesday – Saturday from 11:00 PM – 07:00 AM
• Location: Onsite in Ashburn, 5 days a week.
• Flexibility: Willingness to work various shifts to accommodate coverage as needed.
• Pay: Hourly paid position.
• Key Responsibilities: Multitask and manage multiple systems individually or as part of a team, leveraging automated and manual performance monitoring tools to determine issue severity. Track all incidents and resolutions for future evaluation and trending.

What You'll Be Doing

• Interact with project leads, project managers, department liaisons, and key government staff.
• Collaborate with other analysts, infrastructure support personnel, and application support personnel.
• Provide outstanding support of the Passenger Services Program Directorate’s (PSPD) suite of customer-facing applications.
• Timely reporting of events and performance statistics; contacting the entity responsible for the application and recommending a resolution.
• Monitor various applications to proactively identify system disruptions and preempt enterprise outages.
• Ensure that required Service Level Agreements (SLAs) are met.
• Notify internal and external departments of performance issues and trends.
• Support maintenance and scheduled outages.
• Review and update tickets with the most current status information.
• Understand applications and their interdependencies.
• Incorporate monitoring of any new applications or systems.
• Review and suggest monitoring tools as needed.
• Perform application triage during active incidents.
• Perform mitigation services for Mission Essential applications during scheduled changes and unplanned events.
• Monitor and support scheduled change activity in the production environment and escalate unexpected issues.
• Provide application verification support to support teams upon completion of scheduled changes in the production environment.
• Perform Root Cause Analysis (RCA) and follow up both internally and externally.
• Provide updated reports for monthly PMR presentation and review.
• Provide daily executive reports detailing the health of the PSPD environment and any pending changes that may potentially impact PSPD applications.
• Provide documentation and presentation support as needed.
• Effectively document incidents describing the issue, business impact, root cause, and fix actions.
• Identify areas where improvements in processes or documentation will increase the team’s overall proficiency.

Required Education, Experience, and Skills

• At least 5+ years of experience supporting an IT system through troubleshooting, applications maintenance, and network operations.
• ITIL experience with the ability to convey demonstrated strong knowledge in ITIL.
• Experience with automated monitoring and performance management tools (e.g., Auto Ops, App Dynamics, Splunk).
• Outstanding communications skills—both written and oral.
• Ability to work in a collaborative environment as well as manage individual tasks.

Preferred Education, Experience, and Skills

• Experience with US Government systems (preferred).
• ITIL certification preferred; OR willingness to obtain.