Enterprise Operations Center Specialist - Mid
Listed on 2026-06-03
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IT/Tech
IT Support, Cybersecurity, Systems Engineer, Systems Administrator
Description
The Enterprise Operations Center Specialist-_Mid supports the SEC ISS contract by providing operational monitoring and incident response across enterprise infrastructure, systems, and networks. This role performs continuous event and alert monitoring, coordinates timely resolution activities, and helps maintain service availability and performance in a 24x7x365 environment. The specialist applies established operational procedures and advanced monitoring tools to diagnose complex issues and drive restoration actions with cross-functional technical teams.
The position contributes to operational visibility, SLA performance reporting, and continuous improvement efforts aligned with SEC OIT service delivery objectives.
PRIMARY RESPONSIBILITIES
Enterprise Monitoring and Operational Visibility
- Perform day-to-day monitoring of enterprise systems, networks, and critical services for events, alerts, performance deviations, and availability risks.
- Maintain real-time situational awareness through dashboards and monitoring platforms, escalating issues based on impact and urgency.
- Identify potential problem areas early and coordinate response actions to prevent service disruption.
- Support shift-based operations with accurate event documentation, status tracking, and handoff updates.
Incident and Alert Response Coordination
- Coordinate and manage end-to-end resolution of events and alerts, including triage, prioritization, escalation, communication, and closure.
- Support high-priority incident response activities, including incident bridge coordination and engagement of required technical stakeholders.
- Ensure incident records are complete, timely, and actionable in approved ticketing/workflow systems.
- Drive restoration of normal service operations with minimal adverse impact to SEC users and mission services.
Problem Analysis and Service Improvement
- Monitor recurring incidents and operational trends to identify systemic issues and facilitate root cause analysis.
- Coordinate corrective actions with infrastructure, application, and network teams, including third-party vendors when needed.
- Contribute to development and refinement of SOPs, runbooks, and alert-handling procedures.
- Support weekly/monthly operational and SLA-oriented reporting with clear recommendations for reliability and monitoring improvements.
Tools, Diagnostics, and Platform Support
- Utilize software and hardware tools to isolate and diagnose complex factors affecting system and network health.
- Support monitoring coverage across applications, infrastructure, networks, cloud services, and security telemetry.
- Assist with dashboard and data integration efforts that improve actionable visibility and operational decision-making.
- Apply expertise across multiple complex work assignments while supporting planned changes, releases, and maintenance activities.
REQUIRED QUALIFICATIONS
Citizenship/Work Authorization:
Must meet contract requirements.
Clearance:
Ability to obtain and maintain SEC Public Trust (or higher if required).
Education:
Bachelors degree in a relevant field (e.g., Information Technology, Computer Science, Engineering).
Experience:
- 4+ years of experience supporting an enterprise operations center and monitoring/managing enterprise systems and networks.
- Experience performing continuous event/alert monitoring and coordinating incident resolution in a production enterprise environment.
- Experience identifying and diagnosing complex technical issues and coordinating cross-team remediation actions.
Technical Skills (PWS Environment Context):
- The tools and platforms below reflect the SEC ISS operating environment; comparable enterprise technologies are acceptable. Staffing-matrix minimums are defined by the required education, experience, and duties above.
- AWS-related support is expected to be coordination/integration-oriented unless SEC expands direct AWS ownership.
- Enterprise monitoring and alerting tools (e.g., Datadog or comparable platforms)
- Incident, event, and problem management processes; ticketing systems (e.g., Service Now)
- Network and systems performance monitoring, analysis, and escalation workflows
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