Roles and Responsibilities: Incident Monitoring & Detection - Continuously monitor IT systems, infrastructure, and applications to identify performance issues, outages, or anomalies.
- Respond to and triage alerts from enterprise monitoring tools (e.g., Dynatrace, Nagios), assessing severity, categorization, and business impact.
- Proactively identify opportunities to improve operational workflows and system monitoring effectiveness.
Incident Response & Troubleshooting - Respond promptly to Tier 1 customer-reported issues, assessing problems and determining escalation requirements.
- Categorize and prioritize incidents according to ITIL/ITSM guidelines and IOC policy based on impact and urgency.
- Diagnose and troubleshoot network, server, application, and database issues at a Tier 3 level.
Escalation Management - Follow established escalation protocols to route unresolved incidents to the appropriate department or subject matter expert.
- Notify relevant stakeholders - including internal teams, management, and customers - of ongoing incidents, potential impacts, and resolution updates.
- Ensure all escalations are accurately documented in the problem management system (e.g., BMC Helix) for tracking, analysis, and reporting.
- Provide guidance and support to Tier 1 Service Desk staff on incident prioritization and troubleshooting.
- Create, update, and maintain knowledge articles related to internal and external incident response and escalation processes.
Observability & Continuous Monitoring - Engage with system owners and application teams to onboard systems and services into enterprise observability and monitoring platforms.
- Collaborate with system owners to define monitoring requirements aligned with application-specific needs and organizational standards.
- Optimize monitoring configurations including alerting rules, dashboards, and thresholds to improve visibility and reduce non-actionable alerts.
- Configure and utilize observability dashboards (e.g., Dynatrace) for visibility into application, network, and infrastructure performance.
- Provide guidance on observability best practices to improve system performance visibility and operational readiness.
Reporting & Documentation
- Generate and distribute alert notifications to stakeholders in a timely and accurate manner.
- Maintain detailed records of incidents, resolutions, and lessons learned to support knowledge sharing and improve future response times.
- Regularly report incident trends, recurring issues, and system health metrics to management for continuous improvement.
- Conduct thorough shift handover documentation to ensure continuity of operations.
- Contribute to post-incident analysis and documentation (after-action reviews/root cause analysis).
- Assume Watch Commander duties for HIROC activations at the discretion of the IOC Manager.
Minimum Requirements - U.S. Citizenship (mandatory)
- Ability to obtain and maintain a federal government security clearance and pass U.S. Capitol Police background check
- Strong analytical, problem-solving, and communication skills
- Solid understanding of IT operations, infrastructure, and service delivery practices
- Familiarity with enterprise monitoring tools and platforms
- Ability to work in a 24/7 operational environment including on-call rotation
- Experience with IT ticketing systems and incident management tools
- Proficiency with Microsoft Power Platform tools: Power BI, Power Automate
- Knowledge of knowledge management practices
Technical Skills - Proficiency in enterprise observability and monitoring platforms for infrastructure, system, and application performance analysis
- Experience with Application Performance Monitoring (APM) for availability, transaction behavior, and service dependency analysis
- Strong ITIL/ITSM process knowledge: incident, problem, change, and service level management
- Ability to correlate data from multiple monitoring sources, identify patterns, and provide actionable insights
- Experience creating reports and dashboards using Power BI; building business process workflows using Power Automate
- Clear and concise communication skills under pressure when liaising with executive-level customers and management
Preferred Qualification: - ITIL Foundation certification or higher
- CompTIA certifications (Network+, Security+, or similar)
- Microsoft certifications relevant to monitoring, Azure, or Power Platform
- Networking or infrastructure monitoring certifications
- Related college degree in Information Technology, Computer Science, or a related field
- Experience with BMC Helix or similar ITSM platforms
- Prior experience in a government IT operations environment
Work Conditions & Additional Requirements: - On-site performance required at the Ford House Office Building, Washington, D.C.
- Standard schedule: 40 hours/week during core hours (7:00 AM - 7:00 PM ET, Monday-Friday)
- On-call and after-hours support required 24/7 as assigned; hours counted toward the 40-hour weekly maximum
- May require rotating shifts; overtime and weekend work must be pre-approved in writing
- All contractor personnel are subject to a 90-day probationary period
- Personnel may be required to complete a skills assessment test prior to assignment
- Must sign a House Non-Disclosure Agreement prior to beginning work
- Must comply with all House Information Security Policies (HISPOLS), House Rules and Regulations, and applicable laws
- Must complete workplace harassment and discrimination prevention training prior to and annually during the contract
- Federal holidays are non-work days unless specifically authorized by the COR or Contracting Officer
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