Position Description: - Troubleshooting and Analysis
- Communicate issues to work activity manager, management, developer/programmer, and other support personnel via phone, email or alert as soon as possible after discovery of a problem.
- Update all troubleshooting databases as needed via Greenbook entries detailing event and actions taken and opening and closing CAPRS tickets as requested, with problem or resolution information.
- Examine and resolve each occurrence within a reasonable amount of time based on the severity and escalation procedures involved in the scenario.
- Monitor Online Systems
- Communicate issues to work activity manager, management, developer/programmer, and other support personnel via phone, email or alert as soon as possible after discovery of a problem.
- Update all troubleshooting databases as needed via Greenbook entries detailing event and actions taken and opening and closing CAPRS tickets as requested, with problem or resolution information.
- Examine and resolve each occurrence within a reasonable amount of time based upon the severity and escalation procedures involved in the scenario.
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Skills Requirements: FOUNDATION FOR SUCCESS (Basic Qualifications) - Bachelor's Degree in Computer Science, Mathematics, Engineering or a related field.
- Masters or Doctorate degree may substitute for required experience
- 7 years of experience with Websphere, CICS, Dynatrace and other monitoring tools.
- Must be able to obtain and maintain a Public Trust. Contract requirement.
*** Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week. **This is a midnight shift role 12am-8am** FACTORS TO HELP YOU SHINE (Required Skills) These skills will help you succeed in this position: - Analyze and debug CICS and WebSphere MQ series performance problems using Tivoli Enterprise Portal (TEPS), Introscope, etc.
- Analyze and debug WebSphere Application Server (WAS) problems including heap usage, garbage collection, CPU response, EC3 abends and backend systems.
- Troubleshoot other WebSphere related issues using EJES to check logs, TEPS, and Omegamon.
- Respond to Hot Terminal, SSA Alerts and email messages identifying problems.
- Identify and report Z/OS, JES3, Top Secret and other underlying system software problems.
- Identify and troubleshoot CICS and database problems.
- Download CICS system and application dumps.
- Perform CICS system dump analysis and provide recommendations.
- Troubleshoot DB2, Oracle and IDMS problems.
- Demonstrate CICS programming experience using, Java, Common Business Oriented Language (COBOL), or assembly to identify and isolate problems.
- Upon determination and resolution of a problem, ensure that all members of the monitoring room staff, management, developers and customers are briefed on the problem including how the problem was detected, resolution alternatives and reasoning for the course of action taken.
HOW TO STAND OUT FROM THE CROWD (Desired Skills) Showcase your knowledge of modern development through the following experience or skills: - Respond to Hot Terminal, SSA Alerts and email messages identifying problems
- Work independently and with other monitor room personnel to troubleshoot problems detected in the online applications including Short on Storage and Maxtask conditions.
- Upon detection of a problem, begin level 1 troubleshooting activities such as reading system and application dumps, providing recommendations, and performing basic resolution activities.
- Investigate CICS storage violations and recommend dynamic changes to CICS region settings to correct or contain CICS problems, with approval from the work activity manager or designee.
- Identify and report Z/OS, JES3, Top Secret, peripheral device and file contention problems and other underlying system software problems.
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