NOC Analyst (Remote)

Oxley Enterprises®, Inc. • Stafford, VA

3d • $57,860 - $90,953 • Remote

About The Position

The NOC Analyst provides round-the-clock monitoring, alert triage, severity classification, and service request intake ensuring Critical and High priority requests are acknowledged within mandated response times. This role is the first line of defense for a platform millions of Veterans depend on, providing 24/7 eyes-on-glass monitoring, service request intake, and initial incident response across mission-critical applications supporting the Department of Veterans Affairs (VA).

Requirements

• 3 years of experience in a Network Operations Center (NOC) and 24/7 IT operations environment
• Excellent ability to monitor dashboards and alerting tools 24/7, recognize the urgency of service requests, and take feasible actions to minimize impact
• Excellent knowledge of severity classification standards (Critical, High, Medium, Low, Other)
• Excellent ability to apply correct classification to incoming service requests and incidents
• Excellent ability to acknowledge and process service requests through Jira meeting Critical and High response standards
• Above average ability to proactively and timely communicate and coordinate with all authorized entities necessary to limit impacts to Veteran services
• Above average experience working rotating shifts in a 24/7/365 operations environment supporting mission-critical systems
• Working knowledge of basic cloud platform concepts, Kubernetes terminology, and AWS service names to triage and route tickets
• Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments
• Excellent verbal and written communication skills
• Active Federal Civilian Public Trust clearance
• U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years

Nice To Haves

• CompTIA A+ or Network+ certification

Responsibilities

• Monitors dashboards and alerting tools 24/7, providing the first line of detection for production issues, degradations, and disruptions
• Acknowledges and processes all incoming service requests through Jira
• Ensures Critical requests receive manual response within 5 minutes and High requests within 15 minutes
• Applies correct severity classification (Critical, High, Medium, Low, Other) to all incoming service requests and incidents
• Initiates coordination calls and notifies VA Leadership for Critical and High severity issues within required timeframes
• Documents initial incident conditions and contributes to incident ticket creation supporting formal incident reports prepared by Site Reliability Managers (SRE) and the Monitoring and Incident Manager
• Tracks production and staging/development availability and reachability metrics in support of weekly Service Level Agreement (SLA) reporting
• Escalates Critical and High severity issues to on-call SREs and the Monitoring and Incident Manager following documented escalation procedures
• Participates in shift handoff procedures ensuring continuity of awareness for ongoing issues, scheduled maintenance, and known degradations
• Supports stakeholder training at least once per Program Increment on service request intake procedures and expectations

Benefits

• Medical, dental, vision and prescription drug coverage for you and your family.
• Life Insurance, short-term disability and long-term disability paid for by the Company.
• Supplemental coverages including Accident, Critical Illness, and Hospital.
• Additional Life insurance coverage for you and your dependents.
• 401k plan with various options to select based on your retirement goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level