Global Command Center - Incident Analyst (Remote)

RTX

7d • Remote

About The Position

The Global Command Center (GCC) provides 24x7 centralized command, control, and communication for monitoring and managing RTX’s enterprise IT infrastructure. We are seeking experienced Operations Analysts to join our team supporting critical IT services. Analysts are responsible for real-time monitoring, initial incident triage, service restoration coordination, and communication of priority incidents. This role acts as the frontline for high-impact events, working closely with the Service Desk, technical support teams, and other operational centers (e.g., Network Management Center).

Requirements

• Typically requires a degree in Science, Technology, Engineering or Mathematics (STEM) and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience
• 5 years of experience in data center or IT Command Center operations
• 5 years experience with incident response in global enterprise environments
• 5 years experience collaborating with cross-functional technical and business teams to resolve complex IT service issues
• Willingness to work flexible shifts, including evenings, weekends and holidays. Schedules may fluctuate according to staffing needs and the ability to work a variety of shifts is essential.
• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract

Nice To Haves

• Excellent verbal and written communication skills with the ability to convey technical information to non-technical stakeholders clearly and effectively
• Ability to manage multiple high-priority tasks simultaneously with analytical mindset to proactively solve problems
• Strong understanding of ITIL-based processes, especially: Event Management, Incident Management, Change Enablement, and Problem Management
• Hands-on experience with monitoring tools such as: Splunk, SolarWinds, DataDog, NetScout (nGenius), Nagios, Spectrum
• Ability to create and interpret Wireshark captures for incident analysis
• Familiarity with ITSM platforms (e.g., ServiceNow, Remedy)

Responsibilities

• Monitor system, network, and application health using enterprise tools
• Assess changes for service impact and respond to alerts and incidents
• Triage and assign P1/P2 incidents per procedures; drive resolution and escalation
• Serve as a key point for high-impact change activities and critical services
• Participate in shift turnovers, daily briefings, and hyper-care support
• Provide timely updates to stakeholders and ensure accurate incident logging (e.g., ServiceNow)
• Maintain and improve knowledge base and documentation
• Support post-mortems, trend reporting, and root cause analysis
• Identify areas for operational improvement and automation
• Promote ITSM best practices and contribute to process enhancements

Benefits

• Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs.
• Some of the benefits we offer include parental (including paternal) leave, flexible work schedules, achievement awards, educational assistance and child/adult backup care.
• Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays.
• Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees