Enterprise Monitoring Analyst - TSSCI w/ Poly

Job Description

The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the exchange of situational awareness information based on the correlation of alerts, network incidents, and maintenance activities. Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations.

• Maintains system awareness, collaborating with the Integrated Service Center (ISC), Enterprise COMM NOC, external agencies and 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 Agreement (SLA) conformance, and other service-related trends.
• Proactively monitors dashboards to maintain awareness of high-priority alerts impacting mission-, business-, and 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 through 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.
• Collects incident information through customer conversations 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 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, to product-line, application, or system support specialists.
• Executes against established Service Level Agreements (SLAs).
• Alerts management to recurring problems and patterns of problems.

Skills and Requirements

• An active TS/SCI clearance with polygraph.
• One DoD 8140 IAT Level 1 or higher certification to start on the program, such as Network+, A+, CCNA-Security, CND, or SSCP.
• Five or more years of experience maintaining IT infrastructure and services in the ecosystem, or equivalent experience.
• Working knowledge of ITIL 4 terminology and framework.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Proficient writing skills.
• Ability to review technical documentation and summarize information for executive-level review.
• Working knowledge of network operations and IT services.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].