EOC Agent (Evening Shift) | Req#4639

### Description ActioNet - EOC Agent (Evening Shift) based onsite in Suitland, MD. Salary: $50-60K Job Description: Apply technical expertise to support enterprise operations and resolve infrastructure and application issues requiring sound analytical and troubleshooting skills. Perform work with general direction; reviewed for desired operational results. Support the availability, health, and performance of enterprise infrastructure, applications, and cloud services supporting mission-critical customers operations. Assist with enterprise monitoring, incident response, system operations, and production support activities to help maintain a stable and reliable operating environment. Responsibilities: Assist with daily activities related to the monitoring, configuration, and operation of enterprise infrastructure, applications, and cloud services. Monitor enterprise infrastructure using Datadog, SolarWinds, ServiceNow, and other enterprise monitoring platforms. Coordinate incident bridge calls, engage appropriate support teams, and facilitate incident response activities for Sev-1 through Sev-5 incidents. Investigate and respond to infrastructure and application alerts. Support incident response activities by coordinating with infrastructure, application, database, networking, and cloud support teams. Document incidents, operational activities, and recovery actions within ServiceNow. Support Linux and Windows server environments by assisting with troubleshooting related to CPU and memory utilization, disk utilization and file systems, SSL/TLS certificates, HTTP/HTTPS availability, DNS resolution, VPN connectivity, and application availability. Analyze system logs and monitor events to identify operational issues. Validate system health following maintenance windows and production deployments. Support release implementations and post-deployment verification activities. Participate in change management activities and follow established operational procedures. Maintain Standard Operating Procedures (SOPs), Knowledge Base articles, and shift turnover documentation. Recommend improvements to monitoring, operational processes, and alert quality. Requirements: Education: - Associate degree (bachelor’s degree or equivalent experience preferred.) Experience: Technical experience in IT, including: - Two (2) or more years supporting enterprise IT operations. - Experience working in an Enterprise Operations Center (EOC), Network Operations Center (NOC), or similar operations environment. - Experience supporting Windows and Linux operating systems. - Experience using enterprise monitoring tools such as Datadog, SolarWinds, or similar platforms. - Experience with ServiceNow or other IT Service Management (ITSM) tools. - Basic knowledge of TCP/IP networking, DNS, SSL/TLS certificates, HTTP/HTTPS, VPN technologies, and Active Directory. - Experience analyzing system logs and monitoring events. - Ability to respond to operational incidents based on established Service-Level Agreements (SLAs). - Experience maintaining operational documentation and standard operating procedures. - Strong analytical, troubleshooting, and customer service skills. - Excellent written and verbal communication skills. - Ability to prioritize multiple tasks in a fast-paced operations environment. ActioNet is a CMMI-DEV Level 4, CMMI-SVC Level 4, ISO 20000, ISO 27001, ISO 9001, HDI-certified, woman-owned IT Solutions Provider with strong qualifications and expertise in Agile Software Engineering, Cloud Solutions, Cyber Security and IT Managed Services. With 25+ years of stellar past performance, ActioNet is the premier Trusted Innogrator! **** **Core Capabilities:** - Advanced and Managed IT Services - Agile Software Development - DevSecOps - Cybersecurity - Health IT - C4ISR & SIGINT - Data Center Engineering & Operations - Engineering & Installation **Why ActioNet?** At ActioNet, our Passion for Quality is at the heart of everything we do: - **Commitment to Employees*…