Operations 24x7 Support Technician- Day Shift / Weds - Sat (5:30AM- 5:30PM)

Shifts: Weds(alt) – Sat 0530 – 1730ET

About the Role

Step into the center of a mission-critical IT Operations environment. As a TS/SCI cleared IT Operations Support Technician on our Operations 24x7 Support team, you are the first responder for enterprise infrastructure events, keeping networks, systems, and applications stable for our customers around the clock. You will combine technical troubleshooting with strong operational awareness, using tools, dashboards, and tickets to protect availability and performance in real time.

What You Will Do

• Maintain Operational Awareness: Maintain a clear view of the state of the environment at any given moment, know what has changed recently, what is at risk, and which services are most critical right now.
• Operate with Operational Intelligence: Translate technical activity into mission and enterprise risk, connect incidents to potential downstream impact, and flag issues early so they can be contained.
• Provide Insight, not just input: Use monitoring tools, logs, and the ITSM platform as storytelling platforms, identify trends, recurring issues, SOP violations, and performance degradation before they become outages.
• Master triage and escalation: Ask the right questions early, determine who else may be affected, decide when to engage engineering teams, and escalate with clear summaries, documented actions, and specific requests for assistance.
• Monitor infrastructure, applications, and services across a hybrid enterprise, responding to alerts from dashboards, logs, and monitoring tools.
• Perform first-line triage of events and incidents, validate alerts, separate symptoms from core issues, and quickly assess scope and impact.
• Correlate events across multiple systems to recognize patterns, performance anomalies, and early indicators of broader issues.
• Own incidents from creation to resolution, open and maintain tickets, drive updates, coordinate with Tier 2 and Tier 3 technicians, and ensure clean hand offs between shifts.
• Communicate clearly with internal teams, engineering partners, and mission stakeholders, provide calm, concise, fact-based status during incidents and change events.
• Execute established standard operating procedures, including authorized outage coordination and operational steps for planned changes.
• Maintain strong ticket hygiene, document actions, timelines, decisions, and next steps so any teammate can understand the status at a glance.
• Contribute to high quality shift turnover documentation so the incoming team has an accurate picture of the current state of operations.

Why This Role Matters

You will be at the center of real time operations for a complex enterprise environment, where your decisions, communications, and pattern recognition directly affect uptime and mission success. This role is a key entry point into our IT Operations career path, with opportunities to grow into senior, principal, and leadership positions as you deepen your technical expertise and operational intelligence.

If you are energized by fast paced operations, take pride in being the calm voice in the middle of an incident, and enjoy turning data into action, we would like to meet you.

What You Bring

• Experience:
  • At least 3 years of relevant IT experience in operations, network operations center, systems administration, or similar support role.
  • Working knowledge of Windows and Linux server administration and basic understanding of networking, storage, and virtualization.
  • Experience with enterprise monitoring and logging tools such as SolarWinds, Splunk, Nagios, BMC, or similar.
  • Experience with IT service management platforms such as ServiceNow or equivalent, strong comfort with ticket creation, updates, and workflow.
• Operational Skillset:
  • Practical understanding of ITIL incident, event, and change management principles.
  • Proven ability to work in a 24x7 or shift-based environment, including nights, weekends, and holidays as required.
  • Strong documentation habits, attention to detail, and commitment to clean ticket hygiene and shift turnover.
• Soft Skills and Credentials:
  • Excellent written and verbal communication, especially under pressure, calm, clear, and concise incident updates.
  • Coachable mindset, collaborative team player, and a service-oriented attitude with integrity and professionalism.
  • DoD 8140 IAT Level II certification or equivalent, or ability to obtain within a defined period.
  • U.S. Citizenship and a Top Secret/SCI clearance.