IT Fusion Center Analyst (Second Shift)

IT Monitoring & Analysis

• Proactively identify IT incidents, make rapid decisions on the prioritization and impact of each incident, and take steps to mitigate financial and reputational harm to the organization
• Use industry-standard IT monitoring tools and internal team runbooks, along with business and system knowledge, to act on incidents in accordance with industry-standard incident management frameworks and protocols
• Monitor alerts generated by the Security Information and Event Management (SIEM) system and other monitoring tools, conduct initial investigations, and escalate incidents as appropriate
• Perform basic testing as required to confirm network availability and resiliency

Process Management

• Assist with creating runbooks and process documentation, and identify opportunities for process improvement and efficiency
• Demonstrate the sense of urgency and judgment needed to identify potential incidents effectively
• Collaborate with technical experts across the network to develop monitoring solutions for known problems and ensure the availability of production systems

Communication

• Communicate general, technical, and operational reports or assessments to stakeholders at all levels, synthesizing technical data for non-technical audiences
• Document actions taken in systems of record
• Respond to complex problems escalated by leadership
• Represent the operations center on critical or enterprise-wide environment issues

Shift Operations

• Work within a three-shift, 24/7 operation, with onsite coverage at the Columbus, Ohio office
• Log into monitoring tools at the start of each shift to verify systems are operating correctly, and review incidents and changes that occurred since the previous shift
• Continuously monitor technical tools throughout the shift and manage scheduled change calls
• Facilitate incident calls and support major incident management when incidents arise within scope, ensuring high-priority tickets are addressed efficiently
• Maintain organized and accurate incident notes
• Conduct a handoff meeting with the incoming shift to communicate essential updates
• Provide targeted monitoring of critical processes and drive cross-functional engagement with key stakeholders to support internal customers and partners
• Work closely with peer analysts, incident and problem managers, and the shift manager to align on priorities and maintain operational continuity
• Help reduce mean time to detect and mean time to recover incidents

• High school diploma or GED
• 1+ year of experience in a NOC, SOC, or other operational environment
• Experience working in ServiceNow
• Experience working in Splunk
• Experience with monitoring tools such as SolarWinds, Dynatrace, or other industry-wide monitoring tools
• Experience with “eyes-on-glass” monitoring, simultaneously using several industry-standard tools
• Working understanding of ITIL processes, specifically incident management and change management practices
• Provide clear and concise executive-level communication and updates on status, issues, and risks
• Ability to multitask effectively and work with little to no supervision
• Ability to work in high-pressure situations in a fast-paced environment
• Experience with the Microsoft Office suite of products
• Effective organizational, time management, and problem-solving skills
• Exceptional verbal, written, and interpersonal communication skills
• Comfortable speaking with stakeholders and facilitating calls

Desired:

• Bachelor’s degree in Information Systems, Information Technology, Computer Science, or a related field
• ITIL v4 Foundations Certification
• CCNA Certification or similar
• Experience with Azure and creating Splunk dashboards
• Knowledge of scripting languages (e.g., Python, PowerShell)