Job DescriptionWhat You Will Be Doing:- Maintaining a clear view of the state of the environment at any given moment, knowing what has changed recently, what is at risk, and which services are most critical right now.
- Translating technical activity into mission and enterprise risk, connecting incidents to potential downstream impact, and flagging issues early so they can be contained.
- Using monitoring tools, logs, and the ITSM platform as storytelling platforms, identifying trends, recurring issues, SOP violations, and performance degradation before they become outages.
- Asking the right questions early, determining who else may be affected, deciding when to engage engineering teams, and escalating with clear summaries, documented actions, and specific requests for assistance.
- Monitoring infrastructure, applications, and services across a hybrid enterprise, responding to alerts from dashboards, logs, and monitoring tools.
- Performing first-line triage of events and incidents, validating alerts, separating symptoms from core issues, and quickly assessing scope and impact.
- Correlating events across multiple systems to recognize patterns, performance anomalies, and early indicators of broader issues.
- Owning incidents from creation to resolution, opening and maintaining tickets, driving updates, coordinating with Tier 2 and Tier 3 technicians, and ensuring clean hand offs between shifts.
- Communicating clearly with internal teams, engineering partners, and mission stakeholders; providing calm, concise, fact-based status during incidents and change events.
- Executing established standard operating procedures, including authorized outage coordination and operational steps for planned changes.
- Maintaining strong ticket hygiene and documenting actions, timelines, decisions, and next steps so any teammate can understand the status at a glance.
- Contributing to high quality shift turnover documentation so the incoming team has an accurate picture of the current state of operations.
Required SkillsMust Have:- MUST HAVE a Current and Active Top Secret SCI with Polygraph, as the customer is NOT sponsoring clearances.
- 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.
- 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.
- 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.
Additional DetailsCompensation & Benefits: This position has an anticipated salary range of $106,250 -$143,750 per year. Actual compensation will be determined based on factors including experience, qualifications, skills, education, certifications, and business needs. Crimson Phoenix offers a comprehensive benefits package, including medical, dental, and vision insurance, a 401(k) with company match, generous paid time off, company-paid life and disability insurance, tuition reimbursement, professional development opportunities, employee recognition programs, and additional wellness and work-life benefits.
U.S. citizenship and the ability to obtain or maintain a security clearance may be required for certain positions.
