Integrated Operations Center (IOC) Analyst (Tier 3)

Varmoda Tech

• $75K — $95K *
Washington, DC 20011In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • U.S. Citizenship is mandatory.
  • Ability to obtain a federal government security clearance and pass a background check.
  • Strong analytical and problem-solving skills.
  • Familiarity with enterprise monitoring tools and IT operations.
  • Experience using IT ticketing systems and incident management tools.
  • Proficiency with Microsoft Power Platform tools like Power BI and Power Automate.

Responsibilities

  • Monitor IT systems to identify performance issues and alerts.
  • Respond to alerts from monitoring tools, assessing severity and impact.
  • Diagnose and troubleshoot complex issues at Tier 3 level.
  • Follow escalation protocols for unresolved incidents.
  • Document escalations and provide status updates to stakeholders.
  • Engage with teams to onboard systems into observability platforms.
  • Generate reports on incident trends and system health for management.

Benefits

  • On-site performance required at the Ford House Office Building, Washington, D.C.
  • Standard schedule of 40 hours/week during core hours, with potential for overtime.
  • Participation in on-call rotation, providing flexibility in work arrangements.
  • Training opportunities related to workplace harassment and discrimination prevention.
  • Compliance with House Information Security Policies for job security.
Full Job Description
CORE 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.


REQUIRED QUALIFICATIONS

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 QUALIFICATIONS

  • 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
* Ladders Estimates

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