Facilities Incident Response Engineer — 24/7 Shifts

Matlen Silver; Sterling, Northern (VA, KY); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Matlen Silver in Sterling, VA seeks an Operations Service Center Facilities Support Engineer I to manage major incidents, monitor alarm dashboards, and provide remote troubleshooting support for critical facilities. The OSC operates 7x24x365, so shift work and schedule changes are expected.

You will coordinate incident bridges, respond to facility requests, and escalate issues per SLAs while maintaining detailed records in ServiceNow and Nuvolo. Strong communication and teamwork are essential.

Qualifications

• AAS or BS in Mechanical or Electrical Engineering or related field or equivalent experience.
• Two+ years in a data center or critical environment.
• 1+ year experience with CMMS, ticketing and monitoring platforms (ScienceLogic, ServiceNow or similar).
• 1+ year experience with BMS/EPMS monitoring systems.
• Knowledge of Configuration Management Database (CMDB).
• Proficient with MS Office Suite.
• US Citizenship is required by law due to federal contracts.

Responsibilities

• Coordinate a Major Incident bridge and create an incident review report (IRR).
• Answer phones and respond to facility requests.
• Provide technical support to troubleshoot facility issues.
• Respond to alarms and take action per OSC policy or escalate.
• Correlate changes causing alarms.
• Provide resolution or escalation per SLAs.
• Conduct basic troubleshooting and document notes for escalation.
• Maintain knowledge of ServiceNow and Nuvolo.
• Identify opportunities for process improvements.
• Know when to communicate with customers based on impact.
• Track ticket status, follow-up, resolution, and closure.
• Work flexible hours, including weekends and holidays.

Skills

Incident management

Troubleshooting

Communication

Analytical thinking

Teamwork

Prioritization

Shift flexibility

Education

AAS/BS in Mechanical or Electrical Eng or related field

Tools

ScienceLogic

ServiceNow

Nuvolo

CMDB

Microsoft Office

Job description

Matlen Silver in Sterling, VA seeks an Operations Service Center Facilities Support Engineer I to manage major incidents, monitor alarm dashboards, and provide remote troubleshooting support for critical facilities. The OSC operates 7x24x365, so shift work and schedule changes are expected.

You will coordinate incident bridges, respond to facility requests, and escalate issues per SLAs while maintaining detailed records in ServiceNow and Nuvolo. Strong communication and teamwork are essential.