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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
