Operations Engineer at AAMVA

Position Summary:

The primary responsibilities of the OE position are:

• Providing tier 1 operational support to ensure that AAMVA systems are operating at an optimum level, and any systems outages are addressed in a timely manner.
• Work with Operations Manager to manage Operations processes, documentation and in training of operations staff.

Essential Duties and Responsibilities:

1. Providing Tier-1 support by responding to and coordinating with appropriate parties to resolve all helpdesk requests received into the AAMVA ticketing system, via emails or phone. This includes using alert inventory and SOPs to engage the appropriate teams who can perform deeper diagnosis of alerts and potential problems. 
2. Supporting and monitoring of all existing AAMVA applications and network related services, including working shifts outside of core business hrs (9AM-5PM) and weekends.
3. Acquire and understanding of all supported AAMVA applications and operational procedures.
4. Creating and maintaining SOPs for monitoring and troubleshooting of all AAMVA’s applications. 
5. Creating and maintaining SOPs for monitoring and troubleshooting AAMVA’s networks including AAMVAnet (MPLS Network) and internal data center networks. 
6. Maintaining an inventory of alerts from applications, infrastructure, and networks with mappings to appropriate SOPs.  
7. Understanding and maintaining knowledge of AAMVA applications’ deployments and how they correlate to alerts in the alert inventories. 
8. Creating and maintaining SOP(s) for interacting with a jurisdiction(s) and/or commercial customer(s) when system problems are reported by them. 
9. Maintaining a set of scripted/canned messages to send out to jurisdictions and customers at different stages of production problem troubleshooting, diagnosis, and resolution. 
10. Assisting Operation Manager in maintaining/updating Operations procedures, training operation staff on SOPs & alert inventories. 

Direct Reports:

None

QUALIFICATIONS

Formal Education:

A four-year degree from accredited college or university, equivalent work experience of 5+ years may be substituted for a college degree in a field related to Information Technology.  

Knowledge, Skills and Abilities Required:

• 5+ years of proven experience in the information technology field.
  • Hands-on experience in technology operations with emphasis on RESTful and SOAP web services, including working knowledge of web services, TCP sockets, and how to diagnose issues with connectivity at the application level.
  • Knowledge of networking products like firewalls, routers, etc.
  • Experience using Azure (or similar) cloud services dashboards/tools for monitoring infrastructure and network related services, including coordinating with managed service providers. 
  • Experience with industry standard and cloud-based network/infrastructure/application monitoring tools such as Orchestrator and SolarWinds.
  • Experience in Network Operations is highly desirable.
  • Ability to understand mission critical distributed applications, infrastructures, and network architectures at a high level to troubleshoot operations problems.
  • Experience with ITSM tools like Atlassian JSM, ServiceNow, or similar.
  • Ability to analyze and resolve problems, with proven application, infrastructure, and network troubleshooting skills.
  • Excellent interpersonal, organizational, and verbal and written communication skills, with the ability to multi-task 
  • Ability to interact with all levels of the customers’ organization and provide outstanding customer service.
  • Experience with MPLS network and SD-WAN is desirable.
  • Microsoft/Azure/AWS/Google cloud certifications are desirable.
  • Proficiency with Microsoft Office (Word, Excel, PowerPoint, Visio, etc.).

Disclaimer Statement: The preceding job description has been written to reflect management’s assignment of essential functions. It does not prescribe or restrict the tasks that may be assigned.

AAMVA is an Equal Opportunity Employer/Veterans/Disabled