Position Summary: The primary purpose of this position is to perform technical tasks, which are related to the operation and monitoring of assigned technologies for the managed services customer base in accordance with established procedures, guidelines, schedules, and checklists. Primary Duties & Responsibilities Service Delivery - 60% Job Weight + Accountable for successful collaboration with Customers, Suppliers, and fellow Employees to prioritize and deliver services that meet or exceed the business + Delivers services within defined SLAs and security/compliance requirements + Completes/ensures completion of daily operational documentation and transfers knowledge to next shift + Provides tier-1 support for incoming calls received via telephone, e-mail, and Web portal. Addresses and resolves problems as appropriate, referencing supplied training material and customer documentation; documents all issues by utilizing appropriate ticketing application; escalates issues to Managed Services Engineers as appropriate + Completes assigned customer workload, including, but not limited to, monitoring and investigating system alerts and events and assigning resources appropriately + Ensures issues are communicated to customers in a timely and effective manner + Interfaces with customers, various managed services staff personnel, and third party vendors to resolve issues Analysis - 20% Job Weight + Study, interpret, and develop a thorough understandings of incidents, problems and opportunities through systematic analysis + Regularly review reporting from monitoring and ticket applications. Analyze data to identify trends and opportunities for service improvement + Review operations business processes for ability to address customer needs, identifying areas where processes need to be enhanced or better documented Design - 10% Job weight + Engineer tactical and strategic solutions that meet or exceed the business need with attention to simplicity of design and ease of use. Use balance of both technical and business acumen to arrive at solutions + Partner with the Operations Specialist, Sr. Analyst and Managed Services Continuous Improvement team on creation/streamlining of support processes . Leadership - 10% job weight + Enable and Lead Change, Service Recoveries, Projects and/or Co-workers. Engage in communication that drives understanding, alignment and informed decision making + Hold self and others accountable for quality & timeliness of work products + Communicate process changes, customer environment changes, and information on Managed Services projects/initiatives to team members in a clear and timely Ensure understanding, listen to concerns, and relay team feedback to management + Constructively communicate process improvement opportunities such as, but not limited to: customer support documentation, support work flows, coverage model changes, and implementation of new tools and technology Basic Qualifications + One of the following: + Applicable Operations work experience in a "Managed Services" environment, OR + Associate's degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field, OR + Two (2) years college coursework in a technical field + At least six (6) months of Information Technology work experience. This requirement can be fulfilled via completion of the Sirius Academy program + Experience with one or more of the following technologies: + VMware + Citrix + Cisco Networking + Enterprise Storage (EMC, IBM, and/or NetApp) + Windows servers Other Position Requirements + Proven ability to collaborate 360 degrees + Demonstrated sense of accountability and ability to produce results + Demonstrated adaptability; able to be flexible in dealing with people and unexpected situations + Proven attention to detail + Experience in monitoring applications such as Nimsoft Unified Management, Automate, or similar + Experience in help desk applications such as Service Desk Express (SDE), Remedy, ServiceNow, Heat, or similar + Demonstrated ability to multi-task + Demonstrated ability to work under minimal supervision + Demonstrated verbal and written communication skills + Demonstrated customer service skills + Demonstrated ability to establish positive working relationships and work as a team player + Demonstrated skills in Microsoft Office (Word, Excel, PowerPoint, Outlook, ) Preferred Qualifications + Experience in a managed services environment Data Privacy and Security _:_ + All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius + Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department. Other data privacy and data security related regulatory training may be required based on your role or assignment Essential Functions The position is part of a 7 day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work other shifts including weekends, holidays, and overtime. **_The above primary duties, responsibilities, and position requirements are not all inclusive._** Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify. Competencies **_Client Focus_** **-** Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationship **_Action Oriented_** - Readily takes on challenges, without unnecessary planning. Identifies and seizes new opportunities. Displays a can-do attitude in good and bad times. Steps up to handle tough issues. **_Collaborates_** **-** Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains trust and support of others. **_Instills Trust -_** Follows through on commitments. Is seen as direct and truthful. Keeps confidences. Practices what he/she preaches. Shows consistency between words and actions. **_Communicates Effectively_** **-** Is effective in a variety of communication settings: one-on-one, small or large groups, among diverse styles and position levels. Attentively listens to others. Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions. **_Tech Savvy_** **-** Anticipates the impact of emerging technologies and makes adjustments. Scans the environment for new technical skills, knowledge, of capabilities that can benefit business or personal performance. Rejects low-impact or fad technologies. Readily learns and adopts new technologies **_Nimble Learning_** - Learns quickly when facing new situations. Experiments to find new solutions. Takes on the challenge of unfamiliar tasks. Extracts lessons learned from failures and mistakes. **_Ensures Accountability -_** Follows through on commitments and makes sure others do the same. Acts with a clear sense of ownership. Takes personal responsibility for decisions, actions and failures. Establishes clear responsibilities and processes for monitoring work and measuring results. Designs feedback loops into work. **_Courage -_** Readily tackles tough assignments. Faces difficult issues and supports others who do the same. Provides direct and actionable feedback. Is willing to champion an idea or position despite dissent or political risk. **_Decision Quality -_** Makes sound decisions, even in the absence of complete information. Relies on a mixture of analysis, wisdom, experience, and judgment when making decisions. Considers all relevant factors and uses appropriate decision-making criteria and principles. Recognizes when a quick 80% solution will suffice _._ **_Self Development -_** Shows personal commitment and takes action to continuously improve. Accepts assignments that broaden capabilities. Learns from new experiences, from others, and from structured learning. Makes the most of available development resources.