Job-Specific Essential Duties and Responsibilities:
- Perform continuous monitoring of enterprise systems and environments to detect, assess, and respond to potential incidents in real time.
- Support incident declaration and classification, ensuring timely identification and escalation of critical incidents based on defined criteria and SOPs.
- Assist in initiating and supporting incident bridge calls, coordinating with Shift Leads, technical teams, and stakeholders during active incidents.
- Provide stakeholder notifications and updates, ensuring timely and accurate communication of incident status and impacts.
- Monitor incident progress, track response actions, and support escalation workflows to ensure timely resolution.
- Maintain and update incident records within ticketing systems (e.g., ServiceNow), ensuring accurate documentation of events, actions, and outcomes.
- Utilize available tools and automation capabilities (e.g., transcription, AI-assisted documentation) to improve efficiency and reduce manual effort in incident tracking and reporting.
- Support identification of recurring incident trends and contribute to continuous improvement efforts to reduce incident frequency over time.
- Collaborate with CIC Shift Leads and leadership to refine definitions of critical incidents and improve detection, response, and reporting processes.
- Participate in 24/7 operations, including shift-based monitoring and incident response activities.
Job-Specific Minimum Requirements:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 4+ years of experience in IT operations, monitoring, help desk, or incident support roles.
- Demonstrated experience supporting IT operations monitoring or incident management activities in an enterprise environment.
- Ability to perform continuous system monitoring and identify anomalies or incidents based on defined thresholds or alerts.
- Experience supporting incident tracking and documentation using ITSM tools (e.g., ServiceNow or similar).
- Ability to follow and execute incident response procedures and escalation processes.
- Experience providing real-time communication and notifications to stakeholders during operational events.
- Ability to maintain accurate and detailed documentation of incidents and operational activities.
- Familiarity with basic IT infrastructure, cloud environments, or enterprise systems monitoring tools.
- Ability to operate effectively in a shift-based, 24/7 operations environment.
Preferred Skills and Qualifications:
- Experience supporting federal government environments.
- Familiarity with incident management and ITIL processes.
- Experience working in NOC, SOC, or Command Center environments.
- Exposure to cloud environments (AWS/Azure) and monitoring tools.
- Familiarity with automation or AI-assisted tools for documentation and operational efficiency.
- Strong attention to detail and ability to follow structured procedures.
- Effective communication skills for coordinating with technical teams and stakeholders.
- Ability to work in a fast-paced, high-visibility operational environment.
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