EOC Operations Analyst

Empower AI Inc. • , DC

3d • Onsite

About The Position

Empower AI is seeking an Enterprise Operations Center Analyst to support the Department of State. This role is responsible for the operations supporting the hybrid VPC and global network infrastructure for the customer, and will support all Tier II incidents. The analyst will provide data entry, documentation, tracking, and management of all reported problems, requests, and status inquiries, ensuring accurate logging and management within the Ticket Management System according to customer requirements. Responsibilities include using enterprise monitoring capabilities to track infrastructure availability, system health, and capacity across all customer locations, performing proactive diagnostics, and coordinating with customer support agencies. The role also involves analyzing performance trends, monitoring system resource utilization, reallocating components for efficiency, generating performance reports, and providing specialized crisis management services for domestic and global events. Additionally, the analyst will monitor and assess audit trails, logs, and data streams to identify potential security events, unauthorized activities, or policy violations, and maintain enterprise account management using Role-Based Access Control (RBAC) for secure access.

Requirements

• 4+ years of experience
• Associate's degree or equivalent experience
• ITIL 4 Foundation Certification
• Secret Security Clearance

Nice To Haves

• Comp TIA Security + Certification

Responsibilities

• Provide data entry, documentation, tracking, and management of all reported problems, requests, and status inquiries.
• Ensure all incidents and problems are accurately logged into the Ticket Management System and managed in accordance with customer requirements.
• Use enterprise monitoring capabilities to monitor infrastructure availability, system health, and capacity across all customer locations.
• Track component failures, perform proactive diagnostics, and coordinate with customer support agencies.
• Analyze performance trends, monitor system resource utilization, and reallocate components as needed to improve efficiency.
• Generate regular performance reports to ensure infrastructure meets business requirements and document them.
• Provide specialized crisis management services for domestic and global events impacting the customer.
• Monitor, analyze, and assess audit trails, logs, and other relevant data streams to proactively identify potential security events, unauthorized activities, or policy violations.
• Maintain enterprise account management utilizing Role-Based Access Control (RBAC) to ensure secure and managed access.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree