VNOC Resiliency Specialist

Mount Indie; Gilbert (AZ); Hybrid; USD 80,000 - 105,000; Full time

Job summary

Mount Indie is seeking a VNOC Resiliency Specialist (Day Shift) in Gilbert, AZ. This hybrid role requires monitoring and triage of enterprise, on-premise, and cloud infrastructure, with escalation as needed and close collaboration with Incident Managers.

You will manage dashboards, runbooks, and incident timelines, ensuring SLA adherence and precise handovers to daytime staff. The position emphasizes vigilance, process discipline, and calm execution under pressure.

Qualifications

• Must follow established SOPs during critical alerts.
• Ability to run triage checklists under stress and execute documented procedures.
• Excellent written communication for turnover logs and ticket updates.

Responsibilities

• Dashboard Surveillance: monitor enterprise network, on-premise, and cloud health with SolarWinds, Elastic, and APM dashboards.
• Queue Management & Triage: acknowledge alerts, prioritize queue, route to correct teams.
• First-Response & Escalation: perform first-line response during Major Incidents and escalate with SMEs as needed.
• Cloud Health Monitoring: monitor AWS and OCI health dashboards and trigger escalation workflows.
• Ticketing & SLA Compliance: document incident timelines and updates in ServiceNow and Jira.
• Shift Turnover & Incident Logging: provide thorough handovers and timeline data for post-incident reviews.
• Change Window Monitoring: observe dashboard health during maintenance windows in ServiceNow.
• Runbook & Process Adherence: follow VNOC runbooks and flag outdated docs.

Skills

Process-Driven

Autonomous

Strong Communicator

Tools

ServiceNow

Jira

SolarWinds

Elastic

APM

Job description

The VNOC Resiliency Specialist (Day Shift) supports day-to-day operations as the primary monitoring, routing, and triage authority alongside Incident Managers. Operating with high autonomy during off-hours, this team member serves as our first line of defense in maintaining on-premise and cloud infrastructure stability.

Our Ideal Candidate

We are seeking a highly reliable, process-driven professional who remains composed under pressure and thrives in a dynamic environment. This role does not require deep system engineering; instead, it demands vigilance and execution.

Core Focus

Your daily mission focuses on dashboard surveillance, rapid alert triage, and runbook execution to support organizational resiliency.

This role is a hybrid position located in Gilbert, AZ with 1-2 days onsite per 14 day period; mission dependent.

Core Functional Responsibilities

• Dashboard Surveillance: Maintain high-vigilance monitoring of enterprise network, on-premise, and cloud infrastructure health utilizing SolarWinds, Elastic, and Application Performance Monitoring (APM) dashboards to immediately catch system degradation or outages.
• Queue Management & Triage: Triage incoming outage calls, acknowledge automated system alerts, prioritize the queue, and route events to the correct technical engineering teams based on established routing rules.
• First-Response & Escalation: Provide composed, immediate first-line response during Major Incidents by executing standard step-by-step runbooks. Coordinate closely with Incident Managers to elevate issues and engage technical Subject Matter Experts (SMEs) as required.
• Cloud Health Monitoring: Monitor high-level system alerts and service health dashboards within AWS and OCI (Oracle Cloud Infrastructure) environments to identify cloud service disruptions and initiate standard escalation workflows.
• Ticketing & SLA Compliance: Manage the administrative lifecycle of incidents within ServiceNow and Jira, ensuring precise documentation of event timelines, ticket updates, and strict adherence to established SLA response times.
• Shift Turnover & Incident Logging: Maintain precise shift turnover logs and conduct formal, detailed handovers to incoming day-shift personnel. Assist Incident Managers by compiling chronological event timeline data for post-incident reviews and After Action Reports (AARs).
• Change Window Monitoring: Support change management activities by observing dashboard health statuses via SolarWinds and APM for anomalies during scheduled maintenance and software deployment windows tracked in ServiceNow.
• Runbook & Process Adherence: Strictly follow established VNOC runbooks, Tactical Techniques and Procedures (TTPs), and SOPs. Flag outdated documentation in Jira/ServiceNow repositories to ensure instructions remain accurate.

Ideal Candidate Profile & Background

To succeed in this functional role, you will be a disciplined, detail-oriented operator who excels at executing established procedures.

• Process-Oriented & Composed: You respect established SOPs when critical alerts trigger. You can clearly follow step-by-step triage checklists during high-stress incidents.
• Autonomous & Reliable: You are highly self-motivated and punctual, capable of maintaining focus during quiet night-shift hours without direct leadership supervision.
• Strong Communicator: You possess excellent written communication skills, essential for drafting clear chronological turnover logs and logging precise ticket updates.

Required Experience

• CurrentSecret clearanceor higher
• 3 years of experience in an IT Operations Center (NOC/SOC) environment, Tier 1/2 IT Helpdesk, or relevant Military Operations (such as communications, cyber, or logistics).
• Fundamental Cloud Knowledge: Basic understanding of cloud infrastructure concepts and exposure to AWS or OCI environments (such as AWS Certified Cloud Practitioner or Oracle Cloud Infrastructure Foundations level).

Desired Experience

• Familiarity with enterprise ticketing platforms (ServiceNow, Jira) and monitoring tools (such as SolarWinds, Elastic, APM) is highly preferred.