Monitoring Incident and Event Management Advisory Specialist (Day Shift)

DecisionPoint | Cortek•Arlington, VA

15d•Onsite

About The Position

DecisionPoint is seeking an experienced Monitoring Incident and Event Management Advisory Specialist to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational incident and event advisory reports to CISA organization leadership, key stakeholders, and relevant support groups. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position is fully on-site in Arlington, VA.

Requirements

Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1)
A minimum of 4-5 years of relevant experience in supporting Major Incident Management
ITILv4 Certified-Demonstrated understanding of ITIL foundation
Experience using ServiceNow
Working Experience with IT infrastructure, IT Operations, and application support
Industry experience with using Monitoring platforms and analytics tools such as Splunk, ScienceLogic, ThousandsEyes
Strong ability to manage multiple tasks, stay detail-oriented, and work efficiently within time constraints in a fast-paced, multifaceted environment
Possess excellent verbal and written communication skills, including executive-level reporting
A proven track record of providing exceptional customer service
Strong organizational skills and ability to manage multiple priorities under pressure
Proficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)
Comfortable working across time zones and supporting
High emotional intelligence and situational awareness during crisis events
Passion for operational excellence and continuous improvement

Responsibilities

Lead real-time incident response efforts for high-impact technology disruptions.
Facilitate cross-functional bridge calls and coordinate resolution teams.
Create and send stakeholder communications related to technology incidents.
Assess incident severity, business impact, and root cause using monitoring tools and system logs.
Provide timely, accurate updates to stakeholders and executive leadership
Document incident timelines, actions taken, and resolution outcomes
Ensure compliance with Major incident management policies and procedures
Collaborate with application owners, infrastructure teams, and drive support functions to restore services
Drive post-incident reviews and contribute to continuous improvement initiatives
Maintain readiness for 24/7 support and escalation protocols
Implement IT service management (ITSM) principles and practices
Monitor and track Major Incident tracking using the following collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)
Interpret technical data and communicate clearly to non-technical audiences and C-level executive
Lead cross-functional teams in a matrixed environment to drive service restoration
Monitor emails and team communications for all qualifying incidents and events to identify the need for potential advisories.
Owning, tracking, and reporting on All Major Incident and Event Advisories.
Anticipate potential advisory events and make sound decisions to ensure all advisory Service Level Objects (SLOs) are met.
Provide an initial advisory report notification for all qualifying events within 15 minutes of alert or report.
Provide an update or final advisory report notification for All qualifying events within 30 minutes of alert or report.
Ensure advisory report information is accurate for all advisory notifications for all qualifying events.
Update and maintain the advisory knowledge base articles and related standard operating procedures.
Interact with key stakeholders to address advisory questions through email, call bridges and team communications.