24/7 TOC Engineer — IT Monitoring & Incident Response

General Dynamics Information Technology, Inc.; Bethesda (MD); Hybrid; USD 70,000 - 90,000; Full time

Job summary

General Dynamics Information Technology, Inc. seeks a Systems Technician to support NIH IT operations in Bethesda, MD. The role involves eyes-on-glass monitoring, alert verification, escalation to Tier 2, and coordinating outages and communications with NIH leadership and users.

The position is on-site, with day shift Tuesday–Saturday 2 PM–10:30 PM EST, and requires strong documentation and collaboration skills to produce outage summaries and lessons learned reports for senior management.

Qualifications

• AA/AS or the equivalent experience and three years experience.
• Minimum of three years experience working in a help desk / service desk, customer service, or NOC environment.
• Minimum of three years IT experience, including a solid understanding of networking and/or network monitoring tools.

Responsibilities

• Provide eyes on glass monitoring using monitoring tools such as Grafana, Splunk, SiteScope, SCOM, SL1 and xMatters.
• Investigate and verify alerts and reported issues.
• Escalate issues to the Tier 2 network operations team when necessary.
• Access devices and analyze graphing.
• Review device logs documentation and analysis.
• Perform Firewall Utilization Monitoring.
• Perform real time monitoring of vital TIC connections.
• Provide general event management and communication management support for the NIH.
• Support a 24x7 system monitoring service to proactively identify and assess problems before the customer reports them.
• Support response time - ensuring system information, contact information and processes are in place to coordinate the necessary IT response to system problems.
• Coordinate and facilitate conference bridges as part of event management.
• Provide Prevention Support: Coordinate necessary changes in system information, contact information and existing processes to prevent recurrence of problems.
• Rely on your teammates and be an active collaborator and participant within the group.
• Expertly handle customer requests for IT communication efforts including calendar postings, bulletin board postings, maintenance window date coordination, customer notifications, meeting minutes processing, report preparation and publication, meeting setup, ticket review, etc.
• Customers of this position are end users, service owners and IT managers.
• Provide event management and problem management support to service owners and IT managers.
• Author reports, participate in incident review meetings, facilitate active problem management activities, routinely follow up on long-term problems, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.
• Communicate an honest interpretation of data to all stakeholders; support and facilitate open communication between all stakeholders.
• Provide "proactive reaction" by acting upon alarming data before system outages occur; and be aware of incidents before the customer makes an inquiry
• Provide support to the technical team to help minimize non-scheduled outage times of all IT systems

Skills

Help desk experience

NOC experience

Networking fundamentals

Monitoring tools knowledge

Education

AA/AS or equivalent experience

Tools

Grafana

Splunk

SiteScope

SCOM

xMatters

SL1

ServiceNow

Job description

General Dynamics Information Technology, Inc. seeks a Systems Technician to support NIH IT operations in Bethesda, MD. The role involves eyes-on-glass monitoring, alert verification, escalation to Tier 2, and coordinating outages and communications with NIH leadership and users.

The position is on-site, with day shift Tuesday–Saturday 2 PM–10:30 PM EST, and requires strong documentation and collaboration skills to produce outage summaries and lessons learned reports for senior management.