EOC Agent (Evening Shift)
$50–$60,000 year
On-siteSuitland, Maryland, United States
Job Summary
Monitor enterprise infrastructure using Datadog, SolarWinds, and ServiceNow to support critical customer operations. Investigate and respond to alerts by coordinating incident bridge calls and facilitating response activities for Sev-1 through Sev-5 incidents. Troubleshoot Linux and Windows server environments regarding CPU, memory, disk, and connectivity issues while analyzing system logs to identify operational problems. Document incidents and recovery actions within ServiceNow, validate system health post-deployment, and maintain Standard Operating Procedures. Participate in change management and follow established operational procedures to ensure a stable environment.
Required Qualifications
- Associate degree (bachelor's degree or equivalent experience preferred.)
- Two (2) or more years supporting enterprise IT operations.
- Experience working in an Enterprise Operations Center (EOC), Network Operations Center (NOC), or similar operations environment.
- Experience supporting Windows and Linux operating systems.
- Experience using enterprise monitoring tools such as Datadog, SolarWinds, or similar platforms.
- Experience with ServiceNow or other IT Service Management (ITSM) tools.
- Basic knowledge of TCP/IP networking, DNS, SSL/TLS certificates, HTTP/HTTPS, VPN technologies, and Active Directory.
- Experience analyzing system logs and monitoring events.
- Ability to respond to operational incidents based on established Service-Level Agreements (SLAs).
- Experience maintaining operational documentation and standard operating procedures.
- Strong analytical, troubleshooting, and customer service skills.
- Excellent written and verbal communication skills.
- Ability to prioritize multiple tasks in a fast-paced operations environment.
Desired Qualifications
- bachelor's degree or equivalent experience
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