Enterprise Monitoring Analyst

This position supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services, ensuring the exchange of situational awareness information based on the correlation of alerts, network incidents, and maintenance activities.

Responsibilities

• Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units.
• Provides Situational Awareness support to the Customer, including updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations.
• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends.
• Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services.
• Supports the Government with Situational Awareness of local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems.
• Provides operational coordination for network Event and Incident Management functions.
• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership.
• Supports the Government by performing daily ad hoc tasking from the Customer.
• Generates Situational Awareness notifications via various messaging systems for distribution to customers.
• Provides technical assistance, when requested, by the Customer in support of defined duties.
• Provides data collection and other support to the After Action Report process.
• Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation.
• Demonstrates an understanding of LAN/WAN network services and Carrier Ethernet.
• Responsible for collection of incident information through customer conversation and self-service support tools.
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
• Engages other service desk resources or appropriate service resources to resolve incidents beyond the scope of their ability or responsibility by routing incidents, as necessary.
• Executes against established Service Level Agreements (SLA).
• Alerts management to recurring problems and patterns of problems.

Requirements

• An Active TS/SCI Clearance with Polygraph.
• One (1) DoD 8140 IAT Level 1 (or higher certification) to start on Program (e.g., Network+, A+, CCNA-Security, CND, SSCP).
• 5+ years of experience maintaining IT infrastructure and services in the Ecosystem or equivalent.
• Working knowledge of ITIL 4 lexicon and framework.
• Excellent written and verbal communications skills.
• Excellent customer service skills.
• Proficient writing skills, including the ability to review technical documentation and summarize information for executive-level review.
• Working knowledge of network operations and IT services.

This position is contingent on funding and may not be filled immediately.

Schedule

• Panama shift schedule: 2 days on, 2 days off, 3 days on, 2 days off, 2 days on, 3 days off.
• 12-hour shifts (4:00 AM – 4:00 PM).

Pay

The proposed salary range for this position is $58,400 - $116,900 USD. Final salary will be influenced by factors such as geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.

Benefits

• Flexible time off.
• Comprehensive healthcare, wellness, financial, retirement, and family support benefits.
• Continuing education and learning and development opportunities.
• Robust mix of benefits designed to support and protect employees and their families.