Monitoring and Incident Response team member

Monitoring and Incident Response team member

Posted 1 day ago by 1765433830

Apply
Negotiable
Outside
Remote
USA
Apply
Cyber Incident Response Management Microsoft Office Microsoft Windows Microsoft Windows 7 Microsoft Windows 10 Network Management Network Monitoring Network Service Scheduling Security Clearance ServiceNow Stakeholder Communications Stakeholder Management

Summary: The Monitoring and Incident Response Team Member role involves monitoring the customer’s network and infrastructure while managing communication during incidents. The position operates 100% remotely, with potential on-site work in Washington, DC. Candidates must support a 24/7 operation and may be required to work weekends and overnight shifts. An active Public Trust security clearance is preferred, and the selected individual will be responsible for incident management and escalation processes.

Key Responsibilities:

  • Handle Tier 1/2 Service Desk escalations through tickets, phone, or Teams.
  • Follow up on outstanding requests and ensure timely resolution.
  • Support 24/7/365 network and service monitoring activities.
  • Work collaboratively with the Network Manager, Network Engineers, 3rd party Network Service Providers, Service Desk, and customer components to provide incident management, and escalate identified issues as appropriate.
  • Coordinate and monitor conference bridges for troubleshooting, implementation, and/or maintenance activities; and provide summary and after action reports following close-out.
  • Close out tickets once issues are resolved and all necessary actions are completed.
  • Perform network monitoring, first-level troubleshooting, reporting, incident management, and escalation as required.
  • Develop, maintain, and implement SOPs and other documentation.
  • Support Network devices.
  • Other duties may be added and/or assigned as needed.

Key Skills:

  • High School Diploma or equivalent.
  • 4+ years of applicable work experience.
  • Ability to obtain and maintain a public trust security clearance.
  • Experience supporting Windows 7, Windows 10, and MS Office 2013.
  • Experience using SNOW (ServiceNow), Remedy or a similar ticketing system.
  • Strong analytical and follow through skills.
  • Strong verbal and written communications skills.
  • Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments.
  • Ability to work well independently on defined tasks.
  • Ability to work well as part of a team.

Salary (Rate): undetermined

City: Washington, DC

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

title: Monitoring and Incident Response Team Member
location: Remote (A return to work on-site at a customer site in Washington, DC is possible)// Washington, DC
duration: 6 months
clearance: Looking for candidates with an ACTIVE Public Trust.

The Monitoring and Incident Response Team operates 100% Remote currently, however a return to work on-site at a customer site in Washington, DC is possible. Telework or 100% Remote work arrangements as a part of any potential return to work plan are negotiable.

Schedule: Candidate would be a part of a team supporting a 24/7/365 operation. Candidates may be asked to support weekend and overnight shifts on a part-time basis to supplement the existing team. Please only apply if this schedule works for you, as there is no flexibility on this.

clearance: Candidate selected will be subject to a Government Public Trust security investigation and must meet eligibility requirements for access to the customer s information. Current clearance is not required, but selected individual cannot start the assignment until the required security clearance is granted by the customer.

The selected individual will be a member of the Monitoring and Incident Response Team primarily responsible for monitoring our customer s network and infrastructure and managing communication during incidents. team members work a 24/7 shift schedule and are the primary point of escalation for any significant service outages or degradations; working closely with government management to coordinate troubleshooting and stakeholder communications.

Day to day tasks include:
Handle Tier 1/2 Service Desk escalations through tickets, phone, or Teams.
Follow up on outstanding requests and ensure timely resolution.
Support 24/7/365 network and service monitoring activities.
Work collaboratively with the Network Manager, Network Engineers, 3rd party Network Service Providers, Service Desk, and customer components to provide incident management, and escalate identified issues as appropriate.
Coordinate and monitor conference bridges for troubleshooting, implementation, and/or maintenance activities; and provide summary and after action reports following close-out.
Close out tickets once issues are resolved and all necessary actions are completed.
Perform network monitoring, first-level troubleshooting, reporting, incident management, and escalation as required.
Develop, maintain, and implement SOPs and other documentation.
Support Network devices.
Other duties may be added and/or assigned as needed.

Required Qualifications:
High School Diploma or equivalent
4+ years of applicable work experience
Ability to obtain and maintain a public trust security clearance
Experience supporting Windows 7, Windows 10, and MS Office 2013
Experience using SNOW (ServiceNow), Remedy or a similar ticketing system
Strong analytical and follow through skills
Strong verbal and written communications skills
Ability to coordinate and get cooperation from multiple areas within IT to accomplish assignments
Ability to work well independently on defined tasks
Ability to work well as part of a team

Desired Qualifications:
Previous Service Desk Experience
Ability to run reports
Active Public Trust of clearance

Apply
Similar Jobs
Loading data...