Peraton is seeking an Enterprise Operation Center (EOC) Monitoring Incident Response Analyst (“IR Analyst”) to join our team of qualified and diverse individuals. The IR Analyst will be part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). The CAEIO Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The IR Analyst monitors a complex 24x7x365 environment and works closely with CAIEO colleagues, DoS leadership, and other business stakeholders to resolve alerts quickly. Additionally, the IR Analyst will monitor performance as well as analyze trends using monitoring tools. The IR Analyst will be responsible for other day-to-day operations, such as troubleshooting problems and responding to incidents, requests and changes using ServiceNow.
Responsibilities
- Monitor multiple systems and applications using monitoring tools to ensure availability of systems and applications in the Consular Affairs Consular Systems Technology (CA/CST) environment.
- Use monitoring tools such as Zabbix, Grafana, Splunk, AppDynamics, Oracle Analytics Publisher (OAS), Splunk, AppDynamics, VMWare Aria.
- Work with the Tools team to develop and maintain proactive monitoring solutions that reduce time, effort, and cost involved with managing and monitoring applications to assess the availability, performance, and capacity for the overall health of the environment.
- Communicate the operational state of the enterprise systems to teams within CAEIO and external stakeholders, including the customer.
- Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams.
- Recognize, identify, and prioritize incidents in accordance with customer business requirements, organizational policies, and operational impact.
- Support multiple technical teams in 24x7 environment operational environments with high uptime requirements.
- Coordinate within the team and acorss other internal and external support teams to ensure that trouble tickets are being updated in a timely manner and within the parameters of multiple SLAs.
- Draft and verify Knowledgebase articles to assist technicians with possible reoccurring issues.
- Maintain user and administrator accounts using Active Directory and Office 365.
- Help keep sites up to date by using Department of State risk scoring programs.
- Troubleshoot third-party applications such as Configuration Manager (CM), Symantec Endpoint Protection (SEP), Symantec Anti-Virus definitions (AVR), McAfee Agent, McAfee Policy Auditor on virtual and physical servers.
- Install and troubleshoot Internet Information Services (IIS) on virtual machines.
- Coordinate with sites to assist with shutdown and start-up of physical and virtual systems for scheduled maintenances.
- Create Standard Operation Procedures for tasks that are utilized by new and existing staff members.
Location: This position is hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.
This position is hybrid after the IR Analyst completes training onsite in Sterling, VA. After completing training, the IR Analyst is expected to work onsite up to two days per week and may, with manager approval, work remotely the other days. The number of days the IR Analyst works onsite is subject to change based on program requirements (for example, when surge support is required).
Core Work Schedule: Third Shift, 11:00pm– 7:30am, Sunday through Friday (shift for the week starts Sunday evening at 11:00pm and ends Friday morning at 7:30am).
