Network Operations Analyst

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Full Time Professional Washington, DC, US

Salary Range: $ To $ Annually

VIATEQ Corporation is looking for a Network Operations Analyst to support our prime contractor and our government customer in Washington, DC. This position requires the candidate to be able to obtain a Public Trust.

The Network Operations Analyst serves as a frontline operations specialist within our client’s enterprise Network Operations Center (NOC), providing continuous 24x7x365 monitoring, event detection, triage, and incident management support across the client’s enterprise IT infrastructure. This individual monitors the health and performance of the client’s network, infrastructure, and application environments, detects and responds to events and incidents, and ensures timely escalation and resolution in accordance with established procedures and service level objectives.

This role is a shift-based position. The selected individual must be available and willing to work rotating shifts, including nights, weekends, Federal holidays, and during Government closures, inclement weather events, and Continuity of Operations activations.

NOC Monitoring & Event Management:

• Perform continuous 24x7 monitoring of the client’s enterprise network, infrastructure, application, and cloud environments using Government-provided monitoring and event management tools
• Detect, triage, and classify events and incidents in accordance with established priority levels and response procedures
• Correlate events across multiple monitoring systems to identify root causes and potential service impacts
• Initiate and manage the incident lifecycle from detection through resolution and closure in the ITSM platform
• Monitor performance dashboards and alert queues, taking immediate action on anomalies and threshold breaches
• Support monitoring of on-premises and cloud environments, including AWS commercial, AWS Gov Cloud, Microsoft Azure Government, and Microsoft 365
• Acknowledge Priority 1 critical incidents within 15 minutes of detection in accordance with service level objectives
• Execute initial triage and containment steps for network and infrastructure incidents
• Escalate incidents to the appropriate Tier 2, Tier 3, or Tier 4 engineering teams in a timely and accurate manner
• Maintain clear and continuous communication with impacted stakeholders and the NOC/Service Desk Manager during active incidents
• Track and document all incident actions, updates, and resolutions in the ITSM platform
• Support Priority 1 incident restoration efforts, contributing to the 4-hour restoration target

ITSM & Knowledge Management:

• Create, update, and close incident, problem, and change records accurately and in a timely manner in the Government ITSM platform
• Follow and contribute to the enterprise knowledge base, using documented procedures and runbooks to guide incident response
• Identify recurring issues and escalate to problem management for root cause analysis
• Support change management activities by monitoring the environment during scheduled change windows
• Maintain accurate shift logs, handoff documentation, and operational notes for each watch period

Shift Operations & Coverage Continuity:

• Report for all assigned shifts on time and fully prepared to assume watch responsibilities
• Execute thorough and documented shift handoffs at each shift change, ensuring the incoming analyst is fully briefed on active incidents, open tickets, and operational status
• Maintain 100% coverage continuity by adhering to shift schedules and on-call rotation requirements
• Participate in cross-training activities to…