Enterprise Monitoring Analyst CI Poly

The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the exchange of situational awareness information, based on the correlation of alerts, network incidents, and maintenance ac vi es. Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations.

Work hours to be assigned: Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts (6pm - 6am)

Position Responsibilities:

• Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units

• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations

• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends

• Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services

• Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems

• Provides operational coordination for network Event and Incident Management functions

• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership

• An Active TS/SCI Clearance with Polygraph
• One (1) DoD 8140 IAT Level 1 (or higher certification) to start on Program - (Network+, A+, CCNA-Security, CND, SSCP)
• 5 years + experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
• Working knowledge of ITIL 4 lexicon and framework
• Excellent written and verbal communications skills
• Excellent customer service skills
• Proficient writing skills
• Must be able to review technical documentation and summaries information for executive level review
• Working knowledge of network operations and IT services, * Proficient in word processing, spreadsheets, and desktop applications
• Strong communication and interpersonal skills
• Strong logic and analytical skills
• Strong customer service skills and experience
• Proven ability to multi-task and priori ze, with an attention to detail, in a fast-paced environment
• Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems
• ITIL 4

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.