Incident Lifecycle Coordinator/Root Cause Analyst
Provides advanced technical advice and guidance on installation, adaptation, configuration or enhancement of Company technical products, programs. Performs Tier III problem resolution on the telephone with users, walks the user through a series of steps to determine problem and classify level, priority and nature of the problems and systems. Possesses a wide range of in depth skills and knowledge in computer hardware and software as well as networking systems in use at customer sites. Provides expertise for the resolution of technical problems, troubleshoots products and modifies products to customer requirements. Provides expert and second tier technical support for the installation and repair of complex systems and outages. Reviews system and configurations to ensure successful implementation of services into production. Maintains system stability through advanced analytical techniques, timely resolution of incidents, and proactive maintenance to provide the maximum availability and optimal Mean Time To Repair. Partners with developers and engineers to reduce reoccurring incidents. Provides consultative assistance during off hours as needed. Assist in developing continuous process improvement for support tools, troubleshooting techniques. Collaborate and assist R&D in the testing and optimization of product support techniques and tools. Communicate to appropriate internal personnel of issues at a particular account? Determine the effectiveness of known solutions for the reported problem and apply these solutions as required. Determine severity and complexity of a reported issue and if necessary escalate to the appropriate specialist. Determine the troubleshooting workflow and organize support priorities. Determine severity and complexity of a reported issue and escalate to the appropriate specialist. Provides training to customers.
Requires 5 to 8 years with BS/BA or 3 to 5 years with MS/MA or 0 to 2 years with PhD.
Must Possess a Secret Clearance
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As a government contractor, Perspecta abides by the following provision
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)