NOC Analyst (Remote)

Oxley Enterprises • Stafford, VA

2d • 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. Be the first line of defense for a platform millions of Veterans depend on! As an NOC Analyst, you will provide 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

• Bachelors Degree in information technology or related field
• 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