Enterprise Operation Center Monitoring Incident Response Analyst

Peraton is seeking an Enterprise Operation Center (EOC) Monitoring Incident Response Analyst ("IR Analyst") to join our team of qualified and diverse individuals. The IR Analyst will be part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The IR Analyst monitors a complex 24x7x365 environment and works closely with CAIEO colleagues, DoS leadership, and other business stakeholders to resolve alerts quickly. Additionally, the IR Analyst will monitor performance as well as analyze trends using monitoring tools. The IR Analyst will be responsible for other day-to-day operations, such as troubleshooting problems and responding to incidents, requests and changes using ServiceNow.

Responsibilities

Monitor multiple systems and applications using monitoring tools, such as Zabbix, Grafana, Splunk, AppDynamics, Oracle Analytics Publisher (OAS), Splunk, AppDynamics, and Aria vROPS, to ensure availability of systems and applications in the Consular Affairs Consular Systems Technology (CA/CST) environment.
• Work with the Tools team to develop and maintain proactive monitoring solutions that reduce time, effort, and cost involved with managing and monitoring applications to assess the availability, performance, and capacity of the overall health of the environment.
• Communicate the operational state of enterprise systems to teams within CAEIO and external stakeholders, including the customer.
• Provide timely response to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
• Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
• Support multiple technical teams in 24x7 environment operational environments with high uptime requirements.
• Coordinate within the team and across other internal and external support teams to ensure that trouble tickets are being updated in a timely manner and within the parameters of multiple SLAs.
• Draft and verify Knowledgebase articles to assist technicians with possible reoccurring issues.
• Monitor and track SSL certificates to ensure they are active and renewals are processed in a timely manner.
• Maintain user and administrator accounts using Active Directory and Office 365.
• Help keep sites up to date by using Department of State risk scoring programs.
• Troubleshoot and assist with third party application vulnerability remediations.
• Install and troubleshoot Internet Information Services (IIS) on virtual machines.
• Coordinate with sites to assist with shutdown and start-up of physical and virtual systems for scheduled maintenances.
• Create Standard Operation Procedures for tasks that are utilized by new and existing staff members.

Location: This position is currently hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.

This position is hybrid after the IR Analyst completes training onsite in Sterling, VA. After completing training, the IR Analyst is expected to work onsite up to two days per week and may, with manager approval, work remotely the other days. The number of days the IR Analyst works onsite is subject to change based on program requirements (for example, when surge support is required).

Core Work Schedule: Third Shift, 11:00pm- 7:30am, Saturday through Thursday (shift for the week starts Saturday evening at 11:00pm and ends Thursday morning at 7:30am).

Required Qualifications

• U.S. Citizenship and an active SECRET Government Security Clearance.
• Minimum of two years' experience triaging and prioritizing critical incidents to directly align with mission objectives.
• Ability to establish thresholds for alerting and coordinate with technical teams to route alerts appropriately.
• Minimum of two years' experience collecting and analyzing metrics across a distributed, complex IT enterprise. Experience reporting against and managing to Service Level Agreements (SLAs).
• Understanding of SharePoint sites and user permission rights.

Desired Qualifications

• ServiceNow expertise.
• ITIL foundations certification.

Education and Experience: Bachelor's degree and 2 years' experience or Master's degree and 0 years' experience or high school diploma/equivalent and 6 years' experience.

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.