Remedy Specialized Developer

Greenwood Village, CO

Contracted

Experienced

Team / Role Overview

APO team supports over 50 network applications, including provisioning, email servers, DNS/DHCP, device activation, remote support for data centers, etc. Remedy is their ticketing system.
As a NOC role, teams respond to alarms and do essential monitoring work.
For example, if an alarm goes off on a disk drive, techs will follow defined steps to troubleshoot and bring back up the disk drive.
Some of the work entails Linux OS, generally running scripts, the engineering team provides (separate). So, the ability to run/execute scripts is important, but you do not need to know how to write or create scripts. Someone strong in scripting may get bored in the role. However, if the tech has the aptitude or ability to troubleshoot a script (the script has extra space, character) or something, that would be very helpful, especially for someone with awareness to recognize an error seen before and act on it.
Another example of a task is an alarm that maps to a response process created by the engineering team. The process says 1st step will solve xx% of issues, so perform the first step, then 2nd, then 3rd. If there is a more significant issue, the tech will coordinate with internal engineering teams and third-party vendors. This requires a good personality to take charge of issue resolution and strong communication skills. Managers have interacted with people who have English as 2nd language and are hard to understand, so they are not as effective.
The current team in Herndon, VA, is a pretty assertive driver of issue resolution, so we will see if the Colorado team does the same once built out.
Another example: They may be experiencing performance issues on a WebLogic server, such as CPU/disk allocation, threading, etc., where they are going at 95%. The engineering team knows normal usage is 50%, and 60% usage is getting to a critical level. The engineering team may task this NOC team with monitoring system performance every 30 minutes to see fluctuations and reporting data.

Job Summary

Responsible for assisting design, development, and implementation of enterprise-wide Operations Support Systems (OSS) applications and their associated operating systems and databases.
Responsible for Application Administration of OSS applications supporting all Charter Divisions. Participation in the full life cycle of systems engineering activities of high-quality, scalable solutions.

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