Observability Analyst

The Integrated Operation Center (IOC) Analyst is essential to the success of the newly established Operations Center. This role provides 24/7 monitoring, rapid incident response, and cross functional coordination to ensure service stability and minimize downtime of IT delivered services. With increasing demands on IT services, the position is critical for maintaining operational readiness, improving service delivery , and supporting the mission.

• The contractor shall provide qualified personnel to perform work in the following areas: Monitoring IT systems, infrastructure, and applications to detect issues
• Respond to incidents, and escalating complex problems when necessary
• Use various tools to identify and diagnose performance problems
• Responsible for writing and disseminating Alert notifications to stakeholders
• Write and contribute to post-incident analysis and documentation
• Technical skills in monitoring and observability tools
• Strong problem-solving skills in various disciplines
• Ability to use Business tools to create business workflow automation, and reports
• Knowledge of ITIL and ITSM Processes
• Ability to diagnose and troubleshoot network, server, application, and database issues at a Tier 3 level
• Be able to interact professionally with executive-level customers and management in resolving technical problems on an emergency basis.

Incident Response and Troubleshooting:

• Initial Incident Response: For incidents that are detected or reported, respond to Tier 1 customer reported issues promptly, assessing the problem to determine if escalation is required.
• Incident Classification: Categorize and prioritize incidents according to their impact and urgency, in line with ITIL, ITSM guidelines and IOC policy and procedures.

Observability and Continuous Monitoring:

• Implement Monitoring Tools: Utilize and configure observability dashboards for the Operations Center (e.g., Dynatrace to gain deeper visibility into application, network, and infrastructure performance.
• Proactive Monitoring: Monitor the environment proactively to detect potential performance bottlenecks or security vulnerabilities that could escalate into major incidents.
• Documentation of Incidents: Maintain detailed records of incidents and resolution ns to ensure knowledge is shared across teams and improve future response times.

Required Minimum Qualifications:

• US Citizenship
• Excellent analytical, problem solving, and communication skills
• Strong understanding of IT operations, infrastructure, and service delivery practices
• Familiarity with enterprise monitoring tools
• Ability to work in 24/7 operational environment
• Experience in ticketing systems and incident management tools
• Familiarity with knowledge management
• Experience with Power BI, Power Automate, Power Automate required.

Education Requirements

• Related IT certifications preferred but not required
• Related college degree preferred but not required.
• ITIL qualification preferred
• CompTIA Certification preferred but not required.
• Formalized training in technology being supported
• Certification in technical domain is a plus

Technical Experience Requirements

• Technical Skills: Proficiency in monitoring tools (e.g., Nagios, Dynatrace), observability platforms (e.g., Dynatrace), and incident management tools (e.g., ServiceNow, Jira, BMC Helix).
• Knowledge of ITIL and ITSM Processes: Strong understanding of ITIL processes for incident, problem, change, and service level management.
• Troubleshooting Skills: Ability to diagnose and troubleshoot network, server, application, and database issues at a Tier 3 level.
• Communication Skills: Clear and concise communication, especially under pressure when liaising with other teams or stakeholders.
• Incident Escalation and Prioritization: Ability to determine incident severity and impact, escalating efficiently based on predefined procedures.
• Problem-Solving Skills: Strong analytical skills for root cause analysis and resolution of recurring issues.
• Technical competence: in creating reports, data analysis, and using Microsoft power platform tools like Power Automate for business process workflows, PowerBi for reporting operational status and metrics

We are an Equal Opportunity Employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity, national origin, disability, or veteran status. We value diverse perspectives and actively seek to create an inclusive environment that celebrates the unique qualities of all employees.