Enterprise Operation Center Monitoring Incident Response Analyst
About the positionResponsibilities• Monitor multiple systems and applications using monitoring tools, such as Zabbix, Grafana, Splunk, AppDynamics, Oracle Analytics Publisher (OAS), and Aria vROPS, to ensure availability of systems and applications in the Consular Affairs (CA) environment. • Work with the Tools team to develop and maintain proactive monitoring solutions that reduce time, effort, and bolthires 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. Requirements• 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. Nice-to-haves• ServiceNow expertise. • ITIL foundations certification. Benefits• bolthiresSalary Range $80,000 - $128,000. Apply tot his job