Operations Center Analyst (Tier 3)

The Integrated Operation Center (IOC) Analyst is essential to the success of the newly established Operations Center. This role provides 24 / 7 monitoring, rapid incident response, and cross functional coordination to ensure service stability and minimize downtime of IT delivered services. With increasing demands on IT services, the position is critical for maintaining operational readiness, improving service delivery , and supporting the mission.

The contractor shall provide qualified personnel to perform work in the following areas : ? Monitoring IT systems, infrastructure, and applications to detect issues

Respond to incidents, and escalating complex problems when necessary

• Use various tools to identify and diagnose performance problems
• Responsible for writing and disseminating Alert notifications to stakeholders
• Write and contribute to post-incident analysis and documentation
• Technical skills in monitoring and observability tools
• Strong problem-solving skills in various disciplines
• Ability to use Business tools to create business workflow automation, and reports
• Knowledge of ITIL and ITSM Processes
• Ability to diagnose and troubleshoot network, server, application, and database issues at a Tier 3 level
• Be able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.

Specific Responsibilities include :

Incident Monitoring and Detection

Identify opportunities to improve operational workflows and system monitoring effectiveness for the IOC.

Incident Response and Troubleshooting :

Initial Incident Response : For incidents that are detected or reported, respond to Tier 1 customer reported issues promptly, assessing the problem to determine if escalation is required.

Escalation Management :

Follow established escalation protocols when incidents cannot be resolved quickly, ensuring that issues are forwarded to the right department or expertise.

Communication with Stakeholders : Notify relevant stakeholders (internal teams, management, customers) of ongoing incidents, potential impacts, and updates on resolution progress.

Observability and Continuous Monitoring :

Implement Monitoring Tools : Utilize and configure observability dashboards for the Operations Center (e.g., Dynatrace to gain deeper visibility into application, network, and infrastructure performance.

Reporting and Documentation :

Incident Reporting : Regularly report incident trends, recurring issues, and system health to management for continuous improvement.

Required Minimum Qualifications :

US Citizenship

Education Requirements

Related IT certifications preferred but not required ? Related college degree preferred but not required.

o Networking o Monitoring o Microsoft products

Technical Experience Requirements

Technical Skills : Proficiency in monitoring tools (e.g., Nagios, Dynatrace), observability platforms (e.g., Dynatrace), and incident management tools (e.g., ServiceNow, Jira, BMC Helix).