Monitoring and Incident Response Specialist

Remote Work: Hybrid

Location: Washington, D.C.

Position Description
The Monitoring and Incident Response Specialist is responsible for providing real-time monitoring, incident response, and operational support for an enterprise network environment. This role supports the Monitoring and Incident Response Team (MIRT), which operates in a 24x7x365 operational environment to ensure network availability, performance, and security. The specialist monitors network infrastructure and services, investigates alerts and incidents, performs initial troubleshooting and root cause analysis, and escalates issues to appropriate engineering teams.

Network and Service Monitoring

• Continuously monitor network infrastructure, applications, and services to ensure system availability and performance.
• Monitor alerts generated by enterprise monitoring platforms and respond to operational events.
• Track network performance metrics and identify anomalies or potential service disruptions.
• Monitor enterprise infrastructure including routers, switches, firewalls, load balancers, and WAN circuits.

Incident Response and Troubleshooting

• Investigate alerts related to network outages, service degradation, and security events.
• Perform initial triage and root cause analysis of incidents affecting network or application services.
• Troubleshoot connectivity issues and coordinate resolution with network engineering, security, and application teams.
• Escalate critical incidents to appropriate support teams based on severity and impact.

Network Infrastructure Support

• Diagnose issues related to enterprise networking equipment including routers, switches, firewalls, and load balancers.
• Assist with configuration updates and operational changes under established change management processes.
• Utilize packet capture and network diagnostic tools to troubleshoot network anomalies.

Incident Documentation and Reporting

• Document incidents, troubleshooting actions, and resolution steps within the IT service management (ITSM) system.
• Maintain detailed incident logs and operational reports for network and infrastructure events.
• Provide updates to stakeholders regarding incident status, impact, and resolution timelines.

Operational Monitoring and Alert Management

• Monitor enterprise systems for health metrics including:
• Network availability
• CPU utilization
• Memory usage
• Interface performance
• System alerts and alarms

Investigate monitoring alerts and perform operational response procedures.

Requirements

• Public Trust
• Minimum 10 years of experience supporting network operations, IT infrastructure monitoring, or incident response, with 8 years of experience providing IT technical support, performing network/service monitoring, and using ticketing system
• Experience working in enterprise IT environments supporting network or infrastructure operations.
• Bachelor’s Degree