Cyber IT Specialist – 1st Shift Lead

Peraton•Beltsville, MD

9d•$80,000 - $128,000•Onsite

About The Position

Peraton is seeking a Cyber IT Specialist – 1st Shift Lead to become part of our Federal Strategic Cyber Group. This is for the first shift: 06:00 AM - 02:00 PM, EDT. The role involves overseeing a team of Cyber IT Specialists in daily proactive monitoring and troubleshooting, ensuring optimal performance and swift resolution of issues to maintain cybersecurity integrity. The specialist will facilitate effective communication with management, ensure accurate and clearly articulated client reports, and develop comprehensive shift schedules. Responsibilities include monitoring email for service requests, documenting and tracking all work in the government-provided ITSM tool, diagnosing and resolving customer-reported system incidents, and implementing industry-standard ITSM processes. The role also requires providing timely status updates and outage communications, coordinating call-back and escalation lists, developing and implementing a Major Incident Response (MIR) plan, and providing comprehensive service restoration support.

Requirements

A Bachelor’s degree and 1 year of experience. An additional 4 years of experience may be substituted in lieu of the bachelor’s degree requirement.
Demonstrated 1+ years in IT operations, network operations, or a cybersecurity support role experience.
Must either possess and maintain, or obtain prior to start date, one of the following professional certifications: CCNA Security, CEH, CISSP, CySA+, GICSP, GSEC, Security+ CE, CND, SSCP
Experience and knowledge of networking concepts, protocols, and architectures.
Understanding of common cyber threats, attack vectors, and exploitation techniques.
Demonstrated strength in analytical and problem-solving skills with attention to detail.
Demonstrated excellent communication and interpersonal skills, with the ability to collaborate effectively with colleagues at all levels of the organization.
The ability to support 24x7x365 system monitoring, customer, and technical support role.
U.S. citizenship required.
Ability to obtain Secret security clearance.
Ability to obtain a final Top Secret security clearance.

Responsibilities

Oversee a team of Cyber IT Specialists in daily proactive monitoring and troubleshooting, ensuring optimal performance and swift resolution of issues to maintain cybersecurity integrity.
Facilitate effective communication with management to provide timely updates on team activities and operational status, ensuring leadership is informed of ongoing developments and potential issues.
Ensure that reports delivered to clients are both accurate and clearly articulated, presenting information in a concise manner that facilitates understanding and decision-making.
Develop and maintain comprehensive shift schedules that accurately reflect team members' availability, facilitating efficient workflow and resource allocation.
Monitor email communications for service requests, ensuring timely responses within 30 minutes of receipt to maintain high levels of customer satisfaction and operational efficiency.
Thoroughly document, monitor, and track all work through events logged and resolved in the government-provided ITSM tool (ticketing system), ensuring clear and accurate records of all activities.
Diagnose and resolve customer-reported system incidents, problems, and events, keeping users informed of incident and resolution status to enhance user experience and satisfaction.
Implement industry-standard ITSM processes to support the organization’s goal of delivering high-reliability IT services, ensuring alignment with best practices.
Provide timely status updates and outage communications via phone, email, and relevant websites within 15 minutes of incident identification to ensure stakeholders are well-informed.
Coordinate and maintain call-back lists, escalation lists, and special event documentation in collaboration with the appropriate customer representatives and Contracting Officer Representative (COR).
Develop, maintain, and implement a Major Incident Response (MIR) plan to facilitate priority service restoration, enhance stakeholder and government awareness, and establish an escalation path for significant service degradations as specified by the government.
Provide comprehensive service restoration support, including implementing corrective actions on documented/known issues, escalating unresolved issues for further assistance, and serving as the incident coordinator by maintaining incident journals, organizing conference calls, and coordinating support with Security Tools Subject Matter Experts (SMEs), while managing service degradation notifications.