Enterprise Operation Center (EOC) Monitoring and Incident Response Analyst
About the position Peraton is seeking an Enterprise Operation Center (EOC) Monitoring and Incident Response Analyst (“EOC Analyst”) to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications services globally. The EOC Analyst is a member of the EOC Team that provides continuous, 24x7x365 operations monitoring, ensuring around-the-clock oversight and response to critical incidents. Working closely with CAEIO contractors to manage and respond to incidents effectively, the EOC Analyst ensures that all issues identified during monitoring are addressed promptly and escalated, as necessary, to minimize operational impact. This position is hybrid after the EOC Analyst completes training onsite in Sterling, VA. After completing training, the EOC Analyst is expected to work onsite up to two days per week and may, with manager approval, work remotely the other days. The number of days in office is subject to change based on program or government requirements.
Responsibilities
- Monitor multiple systems and applications using monitoring tools, such as Zabbix, Grafana, Splunk, AppDynamics, Oracle Analytics Publisher (OAS), Splunk, AppDynamics, Aria vROPS, to ensure availability of systems and applications across environments.
- Work with CST support teams to develop and maintain proactive monitoring solutions that assess the availability, performance, capacity, and the environment’s overall health.
- Communicate the operational state of the enterprise systems to teams within CAEIO and external stakeholders, including the customer.
- Provide a timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
- Support multiple technical teams in 24x7 operational environments with high uptime requirements.
- Ensure trouble tickets are updated in a timely manner and within the parameters of multiple SLAs by coordinating with internal and external support teams.
- Draft and verify Knowledgebase articles to assist technicians with possible recurring issues.
- Maintain user and administrator accounts using Active Directory and Office 365.
- Troubleshoot third-party applications, such as Configuration Manager (CM), Symantec Endpoint Protection (SEP), Symantec Anti-Virus definitions (AVR), McAfee Agent, and McAfee Policy Auditor on virtual and physical servers.
- Coordinate with sites to support shutdown and start-up of physical and virtual systems for scheduled maintenances.
- Create Standard Operation Procedures for tasks that team members perform.
Requirements
- U.S. citizenship and an active SECRET Government Security Clearance.
- Minimum of two years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives.
- Ability to establish thresholds for alerting and to coordinate with technical teams to route alerts appropriately.
- Minimum of two years of experience collecting and analyzing metrics across a distributed, complex IT enterprise.
- Experience reporting against and managing Service Level Agreements (SLAs).
- BS degree and 2 years’ experience or high school diploma/equivalent and 6 years’ experience.
Nice-to-haves
- ServiceNow expertise.
- ITIL4 Foundations certification.
- Experience with monitoring IT infrastructure using internal or COTS monitoring tools is highly desired.
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