VNOC Resiliency Specialist

The VNOC Resiliency Specialist (Night Shift) supports 24/7 operations as the primary monitoring, routing, and triage authority alongside Incident Managers. Operating with high autonomy during off-hours, this team member serves as our first line of defense in maintaining system stability. Shift Information: The team uses a Pitman schedule (i.e., 2 days on, 2 days off, 3 days on, etc.) for 12-hour shifts to provide 24/7 coverage. The “typical” start-end time for the shift is 6:30p to 6:30a PT, but there can be some flexibility for the right candidate (e.g., a preference to start at 7:00p or 8:00p can likely be accommodated.) Location: This position is open to remote candidates, but candidates with proximity to Gilbert, AZ will be prioritized. Proximity to Gilbert makes it easier for the practitioner to attend trainings, meet with the broader team, participate in culture events, etc. Our Ideal Candidate: We are seeking a reliable, process-driven professional who remains composed under pressure and can thrive in an overnight environment. This role does not require deep system engineering; candidates with an eager attitude, aptitude, and ambition to grow are invited to apply. Core Functional Responsibilities

• Dashboard Surveillance: Maintain monitoring of enterprise network, on-premise, and cloud infrastructure health utilizing SolarWinds, Elastic, and Application Performance Monitoring (APM) dashboards to catch system degradation or outages.
• Queue Management & Triage: Triage incoming outage calls, acknowledge automated system alerts, prioritize the queue, and route events to the correct technical engineering teams based on established routing rules.
• First-Response & Escalation: Provide composed, immediate first-line response during Major Incidents by executing standard step-by-step runbooks. Coordinate closely with Incident Managers to escalate issues and engage technical Subject Matter Experts (SMEs) as required.
• Cloud Health Monitoring: Monitor high-level system alerts and service health dashboards within AWS and OCI (Oracle Cloud Infrastructure) environments to identify cloud service disruptions and initiate standard escalation workflows.
• Ticketing Management: Manage the administrative lifecycle of incidents within ServiceNow and Jira, ensuring precise documentation of event timelines and ticket updates.
• Shift Turnover & Incident Logging: Maintain precise shift turnover logs and conduct formal, detailed handovers to incoming day-shift personnel. Assist Incident Managers by compiling chronological event timeline data for post-incident reviews and After Action Reports (AARs).
• Change Window Monitoring: Support change management activities by observing dashboard health statuses via SolarWinds and APM for anomalies during scheduled maintenance and software deployment windows tracked in ServiceNow.
• Runbook & Process Adherence: Follow established VNOC runbooks, Tactical Techniques and Procedures (TTPs), and SOPs. Flag outdated documentation in Jira/ServiceNow repositories to ensure instructions remain accurate.

A successful candidate is a disciplined, detail-oriented operator who excels at executing established procedures.

• Process-Oriented & Composed: You respect established SOPs and do not panic when critical alerts trigger. You can clearly follow step-by-step triage checklists during high-visibility incidents.
• Autonomous & Reliable: You are self-motivated and punctual, capable of maintaining focus during quiet night-shift hours without direct leadership supervision.

• Strong Communicator: You possess excellent written communication skills, essential for drafting clear chronological turnover logs and logging precise ticket updates. Target Experience:

• 1 to 3 years of experience in an IT Operations Center (NOC/SOC) environment, Tier 1/2 IT Helpdesk, or relevant Military Operations (such as communications, cyber, or logistics).
• Basic Cloud Knowledge: Basic understanding of cloud infrastructure concepts and exposure to AWS or OCI environments

STEELGATE LLC is a Service-Disabled, Veteran-Owned Small Business (SDVOSB) that prides itself in hiring top-level Subject Matter Experts (SME’s) proven to exceed deliverable expectations. STEELGATE LLC is focused on solving the hard problems facing our government and commercial clients. Our success lies in blending together relevant domain/functional knowledge with deep expertise in Information Technology, Cybersecurity, Defensive Cyber Operations, cloud-based DevSecOps, Data Analytics & AI, Acquisition and Acquisition Management, and more. STEELGATE LLC has a positive, inclusive workplace environment where all team members and partners work towards mutual success. We have established a reliable reach-back program whereas all SMEs are available to support, advise and directly complete mission deliverables when necessary. STEELGATE LLC has a worldwide reputation as a valued and trustworthy partner. Our can-do attitude and willingness to support any mission requirement sets us apart from other small business organizations. Find out more about STEELGATE LLC @ www.steelgatellc.com.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.