EOC Agent (Evening Shift)

Job description

ActioNet - EOC Agent (Evening Shift) based onsite in Suitland, MD. Salary: $50-60K Job Description: Apply technical expertise to support enterprise operations and resolve infrastructure and application issues requiring sound analytical and troubleshooting skills. Perform work with general direction; reviewed for desired operational results. Support the availability, health, and performance of enterprise infrastructure, applications, and cloud services supporting mission-critical customers operations. Assist with enterprise monitoring, incident response, system operations, and production support activities to help maintain a stable and reliable operating environment. Responsibilities: Assist with daily activities related to the monitoring, configuration, and operation of enterprise infrastructure, applications, and cloud services. Monitor enterprise infrastructure using Datadog, SolarWinds, ServiceNow, and other enterprise monitoring platforms. Coordinate incident bridge calls, engage appropriate support teams, and facilitate incident response activities for Sev-1 through Sev-5 incidents. Investigate and respond to infrastructure and application alerts. Support incident response activities by coordinating with infrastructure, application, database, networking, and cloud support teams. Document incidents, operational activities, and recovery actions within ServiceNow. Support Linux and Windows server environments by assisting with troubleshooting related to CPU and memory utilization, disk utilization and file systems, SSL/TLS certificates, HTTP/HTTPS availability, DNS resolution, VPN connectivity, and application availability. Analyze system logs and monitor events to identify operational issues. Validate system health following maintenance windows and production deployments. Support release implementations and post-deployment verification activities. Participate in change management activities and follow established operational procedures. Maintain Standard Operating Procedures (SOPs), Knowledge Base articles, and shift turnover documentation. Recommend improvements to monitoring, operational processes, and alert quality. Requirements: Education: Associate degree (bachelor’s degree or equivalent experience preferred.) Experience: Technical experience in IT, including: 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. ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator ! Core Capabilities: Advanced and Managed IT Services Agile Software Development DevSecOps Cybersecurity Health IT C4ISR & SIGINT Data Center Engineering & Operations Engineering & Installation Why ActioNet? At ActioNet, our Passion for Quality is at the heart of everything we do: Commitment to Employees : We are committed to making ActioNet a great place to work and continue to invest in our ActioNeters. Commitment to Customers : We are committed to our customers by driving and sustaining Service Delivery Excellence. Commitment to Community : We are committed to giving back to our community, helping others, and making the world a better place for our next generation. ActioNet is proud to be named a Top Workplace for the eleventh year in a row (2014 - 2024). We have a 98% customer retention rate. We are passionate about the inspirational missions of our customers, and we entrust our employees and teams to deliver exceptional performance to enable the safety, security, health, and well-being of our nation. What's in It For You? As an ActioNeter, you get to be part of an exceptional team and a corporate culture that nurtures mutual success for our customers, employees, and communities. We give you the tools to be successful; all you need to do is bring your best ideas, your energy, and a desire to develop your skills, experience, and career. Are you ready to make a difference? ActioNet is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program: Medical Insurance Vision Insurance Dental Insurance Life and AD&D Insurance 401(k) Savings Plan Education and Professional Training Flexible Spending Accounts (FSA) Employee Referral and Merit Recognition Programs Employee Assistance and Identity Theft Protection Paid Holidays: 11 per year Paid Time Off (PTO) Disability Insurance ActioNet is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. ********Direct Applicants, only. No Agencies, No third-party recruiters, please********