The Tier-4 Analyst supports external vendor escalation operations for enterprise analytics platforms within WDP Core Integration and Joint All-Domain Command and Control mission systems, serving as a key contributor to the operational continuity and platform sustainment mission in direct support of Combatant Command planning staffs and Joint Staff analysis elements. This role provides hands-on vendor coordination, fault validation, and restoration support across AWS GovCloud and Secret Region environments in alignment with DoW mission readiness requirements.
• Supports Tier-4 vendor escalation operations for enterprise analytics platforms supporting War Data Platform Core Integration environments and Joint All-Domain Command and Control mission systems used by Combatant Command operational planning staffs and Joint Staff analysis elements.
• Assists platform support teams during external vendor coordination activities associated with enterprise software defects, hardware warranty processing, and distributed cloud service disruptions affecting operational analytics platforms hosted within AWS GovCloud and Secret Region environments.
• Coordinates warranty repair requests and hardware replacement activities for enterprise endpoint devices, secure enclave workstations, analytics computing nodes, and network-connected mission support equipment operating across multi-enclave operational environments.
• Submits proprietary software defect reports and diagnostic evidence to external vendors supporting analytics applications, data ingestion services, and enterprise identity federation platforms supporting War Data Platform processing environments.
• Reviews system telemetry, application logs, and monitoring outputs through Splunk, Amazon CloudWatch, and ServiceNow service management tools to validate fault conditions prior to vendor escalation.
• Tracks operational service metrics including vendor response latency, incident restoration timelines, escalation frequency indicators, and service stability trends impacting joint operational data workflows.
• Produces vendor coordination artifacts including defect documentation, repair tracking reports, outage notification packages, and service restoration summaries supporting program sustainment objectives.
• Collaborates with platform engineering, cybersecurity operations, and data operations teams during vendor remediation cycles to assist restoration activities supporting Joint All-Domain mission analytics environments and Combatant Command operational decision support.
• Performs other duties as assigned.
• Current Secret security clearance with the ability to obtain and maintain a Top Secret (TS) security clearance.
• 3 or more years of experience in IT support, platform operations, or systems administration roles within a federal government or classified environment, including demonstrated participation in vendor escalation workflows, hardware lifecycle coordination, or cloud-hosted service disruption response activities in support of mission-critical enterprise platforms.
• Hands-on experience using operational monitoring and service management platforms such as Splunk, Amazon CloudWatch, and ServiceNow to review system telemetry, validate fault conditions, document incident lifecycle metrics, and support vendor case preparation in a DoW or federal government context.
• Strong problem-solving and decision-making capabilities, with a proven ability to weigh the relative costs and benefits of potential actions and identify the most appropriate solution.
• Highly developed interpersonal and oral/written communication skills, with the ability to effectively and professionally interact with a diverse set of stakeholders (from peers to end-users to executive management).