Description
This position provides 24/7/365 monitoring, alerting, and incident response support for enterprise operations, systems, and services. The successful candidate will monitor the health and availability of the production environment, identify unscheduled interruptions to systems and services, and perform initial troubleshooting, incident triage, and incident management activities.
This role supports service restoration efforts by coordinating with technical teams, facilitating communications, documenting incident activity, and supporting root cause analysis for service disruptions across the organization. The position requires strong technical judgment, attention to detail, and the ability to communicate effectively in a fast-paced operational environment.
- Experience using ServiceNow or similar IT service management and ticketing platforms.
- General knowledge of network and infrastructure technologies, including firewalls, switches, Windows servers, Linux servers, AWS, and Microsoft Azure cloud services.
- Two to four years of experience in a large-scale computing environment, network operations center, security operations center, or enterprise operations center.
- Experience supporting incident management, service restoration, and operational communications.
- Provide continuous 24/7/365 shift-based monitoring coverage for enterprise systems, applications, and services.
- Monitor production environments to identify system alerts, service interruptions, performance issues, and other operational events.
- Identify, document, report, track, and manage incidents through established incident management processes.
- Perform initial troubleshooting and resolve routine technical issues without requiring management intervention or escalation to senior technical specialists.
- Analyze, assess, document, and support resolution of software, hardware, network, and service outages.
- Review, respond to, and resolve events reported by customers, system alerts, or monitoring tools.
- Coordinate with service owners, system administrators, network engineers, application teams, and other subject matter experts to support timely restoration of affected services.
- Facilitate technical bridges, ad hoc conference calls, and incident coordination meetings during service interruptions.
- Capture detailed meeting notes, incident timelines, troubleshooting actions, decisions, and follow-up items.
- Prepare after-action reports, incident summaries, and supporting documentation for operational review.
- Support root cause analysis activities for incidents, problems, and recurring service interruptions.
- Follow established Standard Operating Procedures, escalation paths, and operational playbooks.
- Escalate complex, high-impact, or unresolved issues to management and appropriate technical teams as needed.
- Develop and recommend process improvements, mitigation strategies, and technical approaches to address recurring operational issues.
Requirements
Available for shift work:
- Day shift (6:00 AM–6:00 PM) or night shift (6:00 PM–6:00 AM), following an alternating two-week schedule:
- Week 1: Sunday–Tuesday (36 hours)
- Week 2: Sunday–Wednesday (48 hours)
- This rotating schedule includes 8 hours of overtime every other week, paid at 1.5 times the regular hourly rate (time and a half).
- BA/BS degree or equivalent experience and minimum 3 years of related work experience.
- Must be a U.S. Citizen with the ability to pass a DHS background investigation.
Skills Required
- Must be able to pass EOD requirements
- 2-5 years of experience as an IT Operations Analyst
- Available for shift work, including 36 hours over three days one week and 48 hours over four days the following week
- Experience applying expertise across multiple complex work assignments
- Ability to develop methodologies and present solutions with appreciable latitude
- Ability to contribute to deliverables and performance metrics
What We Do
MSM Technology is an 8(a) women-owned small business providing IT services and solutions to U.S. Department of Defense and federal civilian agencies. Its work centers on automated infrastructure and modernization, resilient cybersecurity and information assurance, data management, network and systems engineering, and enterprise software. The company also delivers telecommunications, AV/VTC, operations and maintenance, project management, and training, with a focus on secure, interoperable, reliable systems that support agency missions.
