Systems Engineer

About the role

Bowhead seeks a Systems Engineer to join a dynamic team at U.S. Customs and Border Protection (CBP) Passenger Systems Program Directorate (PSPD). This role supports continuous monitoring and desktop/web application support for DHS networks and cloud environments.

Responsibilities

• Provide outstanding support of the Passenger Services Program Directorate’s (PSPD) suite of customer-facing applications
• Timely reporting of events and performance statistics; contacting the entity responsible for the application and recommending a resolution
• Monitor various applications to proactively identify system disruptions and preempt enterprise outages
• Ensure that required Service Level Agreements (SLAs) are met
• Notify internal and external departments of performance issues and trends
• Support maintenance and scheduled outages
• Review and update tickets with most current status information
• Understand applications and their interdependencies
• Incorporate monitoring of any new applications or systems
• Review and suggest monitoring tools as needed
• Perform application triage during active incidents
• Perform mitigation services for Mission Essential applications during scheduled changes and unplanned events
• Monitor and support scheduled change activity in the production environment and escalate unexpected issues
• Provide application verification support to support teams upon completion of scheduled changes in the production environment
• Root Cause Analyst (RCA) and follow up both internal and external
• Provide updated reports for monthly PMR presentation and review
• Provide daily executive reports detailing the health of the Passenger Services Program Directorate’s (PSPD) environment and any pending changes which may potentially impact PSPD applications
• Document and present support as needed
• Identify areas where improvements in processes or documentation will increase the team’s overall proficiency
• Other duties as assigned

Requirements

• BA/BS in Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline
• MA/MS degree preferred
• At least 1-3 years of experience supporting an IT system through troubleshooting, applications maintenance, and network operations
• ITIL experience
• Experience with automated monitoring and performance management tools (i.e.: Auto Ops, App Dynamics, Splunk, etc.)
• Outstanding communications skills---both written and oral
• Ability to work in a collaborative environment as well as manage individual tasks

Qualifications

• Current and favorably adjudicated CBP suitability background investigation

Skills

• Experience with US Government systems (preferred)
• ITIL certification preferred; OR willingness to sit for the ITIL certification exam within the first year of hire

Benefits

Physical Demands: Must be able to lift up to 25 pounds Must be able to stand and walk for prolonged amounts of time Must be able to twist, bend and squat periodically