Enterprise Operations Center Specialist

The Enterprise Operations Center Engineer - Mid supports SEC ISS contract operations by monitoring and managing enterprise IT systems within the Enterprise Operations Center (EOC). This role provides 24x7x365 operational support for production infrastructure and critical applications, including alert response, incident triage, escalation, and service restoration support. The engineer maintains operational visibility across infrastructure health, performance, and availability while ensuring incidents are accurately documented and communicated throughout their lifecycle. The position also supports SOP/runbook adherence and continuous improvement initiatives that enhance EOC operational stability and service maturity.

In this Role you will:

• Monitor enterprise IT systems, production infrastructure, and critical applications in a 24x7x365 EOC environment.
• Respond to alerts and operational events to support system availability, performance, and stability.
• Use monitoring dashboards and tools to track infrastructure health, capacity, and service conditions.

• Provide shift summaries and handoff reporting to maintain operational continuity.

• Perform incident triage using established impact, urgency, and priority practices.

• Execute escalation procedures and coordinate with resolver groups to restore service quickly.

• Support high-priority incident response activities, including bridge coordination and stakeholder updates.

• Ensure timely, accurate incident lifecycle communications from detection through closure.

• Follow established ITIL-aligned incident, problem, and change processes.

• Maintain SOPs, runbooks, and operational records for monitoring, escalation, and troubleshooting.

• Record actions, outcomes, and follow-up tasks in enterprise incident/ticket management systems.

• Assist with operational documentation updates and process adherence across shifts.

• Identify recurring incident patterns and support root cause analysis with technical teams.

• Recommend monitoring, alerting, and process improvements to reduce repeat issues and improve response quality.

• Use software and hardware diagnostic tools to isolate and resolve complex operational issues.

• Coordinate with networking, server, and enterprise application teams to improve EOC effectiveness and operational stability.

Citizenship/Work Authorization: Must have US Citizenship

Clearance: Ability to obtain and maintain SEC Public Trust (or higher if required).

Education: Bachelor’s degree in a relevant field (e.g., Information Technology, Computer Science, Engineering). Additional years of experience may be substituted in lieu of degree.

• Minimum 5 years of experience in IT operations, enterprise systems monitoring, or enterprise operations center support.

• Hands-on experience with monitoring tools, incident management systems, and formal escalation procedures.

• Solid understanding of networking, servers, and enterprise applications, with familiarity in ITIL processes.

• Proven ability to work in a 24/7 operations environment and coordinate across multiple technical teams.

• Enterprise monitoring and alerting platforms and operational dashboards

• Incident/ticket management systems

• ITIL-based incident, problem, and change management practices

• Networking, server operations, and enterprise application support

• Event triage, escalation workflows, and operational communications

• Software and hardware diagnostic troubleshooting tools

• Experience supporting federal civilian agency IT operations under SLA-driven performance models.

• Hands-on experience with hybrid/cloud monitoring integrations across AWS and Azure environments.

• Experience with APM, synthetic monitoring, and log/telemetry analysis in enterprise operations.

• Demonstrated performance coordinating major incident bridge calls and stakeholder communications.

• Experience contributing to operational maturity reviews, dashboard/reporting improvements, and runbook optimization.

• ITIL 4 Foundation

• ServiceNow Certified System Administrator (CSA)

• CompTIA Network+ and/or Security+