Operations 24x7 Support Technician - Sun - Weds(alt) 1730 - 0530ET

Abile Group has an exciting and challenging opportunity for an Operations 24x7 Support Technician on a 10-year contract providing User Facing and Data Center Services supporting an Intelligence Community customer. The team supports innovative design, engineering, procurement, implementation, operations, sustainment, and disposal of user-facing and data center information technology (IT) services on multiple networks and security domains, at multiple locations worldwide, to support the IC mission.

Responsibilities

• Maintains Operational Awareness: Keeps a clear view of the environment’s state, tracks recent changes, identifies risks, and prioritizes critical services.
• Operates with Operational Intelligence: Translates technical activity into mission and enterprise risk, connects incidents to downstream impact, and flags issues early.
• Provides Insight, Not Just Input: Uses monitoring tools, logs, and ITSM platforms to identify trends, recurring issues, SOP violations, and performance degradation before outages occur.
• Masters Triage and Escalation: Asks key questions early, determines affected parties, engages engineering teams when needed, and escalates with clear summaries and documented actions.
• Monitors infrastructure, applications, and services across a hybrid enterprise, responding to alerts from dashboards, logs, and monitoring tools.
• Performs first-line triage of events and incidents, validates alerts, separates symptoms from core issues, and assesses scope and impact.
• Correlates events across multiple systems to recognize patterns, performance anomalies, and early indicators of broader issues.
• Owns incidents from creation to resolution, opens and maintains tickets, drives updates, coordinates with Tier 2 and Tier 3 technicians, and ensures clean hand-offs between shifts.
• Communicates clearly with internal teams, engineering partners, and mission stakeholders, providing calm, concise, and fact-based status during incidents and change events.
• Executes established standard operating procedures, including authorized outage coordination and operational steps for planned changes.
• Maintains strong ticket hygiene, documenting actions, timelines, decisions, and next steps for seamless team understanding.
• Contributes to high-quality shift turnover documentation to ensure the incoming team has an accurate picture of the current state of operations.

Requirements

• Bachelor’s Degree in Computer Science, Information Technology, or a related technical discipline, or equivalent combination of education, technical certifications, or work experience.
• At least 3 years of relevant IT experience in operations, network operations center, systems administration, or similar support role.
• DoD 8140 IAT Level II certification or equivalent, or ability to obtain within a defined period.
• Working knowledge of Windows and Linux server administration and a basic understanding of networking, storage, and virtualization.
• Experience with enterprise monitoring and logging tools such as SolarWinds, Splunk, Nagios, BMC, or similar.
• Experience with IT service management platforms such as ServiceNow or equivalent, with strong comfort in ticket creation, updates, and workflow.
• Practical understanding of ITIL incident, event, and change management principles.
• Proven ability to work in a 24x7 or shift-based environment, including nights, weekends, and holidays as required.
• Strong documentation habits, attention to detail, and commitment to clean ticket hygiene and shift turnover.
• Excellent written and verbal communication, especially under pressure, with calm, clear, and concise incident updates.
• Coachable mindset, collaborative team player, and a service-oriented attitude with integrity and professionalism.
• US Citizenship required.
• TS/SCI clearance with ability to pass CI Poly.

Schedule

Night Shift: Sunday – Wednesday, 5:30 PM – 5:30 AM

Abile Group, founded in 2004 to support the Intelligence Community, merged with Valiant Solutions in 2026 to create a stronger, integrated cybersecurity organization. The partnership combines expanded opportunities for employees, deeper technical collaboration, and a unified mission serving the Federal Government.