Monitoring and Incident Response Specialist

About the role

The Monitoring and Incident Response Specialist is responsible for providing real-time monitoring, incident response, and operational support for an enterprise network environment. This role supports the Monitoring and Incident Response Team (MIRT), which operates in a 24x7x365 operational environment to ensure network availability, performance, and security.

Responsibilities

• Monitor network infrastructure and services to ensure system availability and performance.
• Monitor alerts generated by enterprise monitoring platforms and respond to operational events.
• Track network performance metrics and identify anomalies or potential service disruptions.
• Monitor enterprise infrastructure including routers, switches, firewalls, load balancers, and WAN circuits.
• Investigate alerts related to network outages, service degradation, and security events.
• Perform initial triage and root cause analysis of incidents affecting network or application services.
• Troubleshoot connectivity issues and coordinate resolution with network engineering, security, and application teams.
• Escalate critical incidents to appropriate support teams based on severity and impact.
• Diagnose issues related to enterprise networking equipment including routers, switches, firewalls, and load balancers.
• Assist with configuration updates and operational changes under established change management processes.
• Utilize packet capture and network diagnostic tools to troubleshoot network anomalies.
• Document incidents, troubleshooting actions, and resolution steps within the IT service management (ITSM) system.
• Maintain detailed incident logs and operational reports for network and infrastructure events.
• Provide updates to stakeholders regarding incident status, impact, and resolution timelines.
• Monitor enterprise systems for health metrics including network availability, CPU utilization, memory usage, interface performance, system alerts and alarms.
• Investigate monitoring alerts and perform operational response procedures.

Requirements

• Minimum 10 years of experience supporting network operations, IT infrastructure monitoring, or incident response.
• 8 years of experience providing IT technical support, performing network/service monitoring, and using ticketing system.
• Experience working in enterprise IT environments supporting network or infrastructure operations.

Qualifications

• Public Trust clearance.
• Bachelor’s Degree.

Schedule

Operates in a 24x7x365 operational environment.