Monitoring Incident and Event Management Advisory Specialist (Evening Shift)

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    "url": "https://careers-decisionpointcorp.icims.com/jobs/3455/monitoring-incident-and-event-management-advisory-specialist-%28evening-shift%29/job",
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    "title": "Monitoring Incident and Event Management Advisory Specialist (Evening Shift)",
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    "datePosted": "2024-06-06T08:28:02.603Z",
    "description": "<h2>Overview</h2>\n<p>DecisionPoint is seeking an experienced<strong> Monitoring Incident and Event Management Advisory Specialist</strong> to join our team supporting the Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Technology Operations Center (TOC) in Arlington, Virginia. This role is largely responsible for providing operational incident and event advisory reports to CISA organization leadership, key stakeholders, and relevant support groups. We are looking to fill a need to have a highly competent and highly motivated individual in this role.</p>\n<p> </p>\n<p><em>This position is fully on-site in Arlington, VA.</em></p>\n<h2>Duties & Responsibilities</h2>\n<ul>\n <li>Lead real-time incident response efforts for high-impact technology disruptions.</li>\n <li>Facilitate cross-functional bridge calls and coordinate resolution teams.</li>\n <li>Create and send stakeholder communications related to technology incidents.</li>\n <li>Assess incident severity, business impact, and root cause using monitoring tools and system logs.</li>\n <li>Provide timely, accurate updates to stakeholders and executive leadership</li>\n <li>Document incident timelines, actions taken, and resolution outcomes</li>\n <li>Ensure compliance with Major incident management policies and procedures</li>\n <li>Collaborate with application owners, infrastructure teams, and drive support functions to restore services</li>\n <li>Drive post-incident reviews and contribute to continuous improvement initiatives</li>\n <li>Maintain readiness for 24/7 support and escalation protocols</li>\n <li>Implement IT service management (ITSM) principles and practices</li>\n <li>Monitor and track Major Incident tracking using the following collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)</li>\n <li>Interpret technical data and communicate clearly to non-technical audiences and C-level executive</li>\n <li>Lead cross-functional teams in a matrixed environment to drive service restoration</li>\n <li>Taking ownership of the following duties:\n  <ul>\n   <li>Monitor emails and team communications for all qualifying incidents and events to identify the need for potential advisories.</li>\n   <li>Owning, tracking, and reporting on <strong>All</strong> Major Incident and Event Advisories.</li>\n   <li>Anticipate potential advisory events and make sound decisions to ensure all advisory Service Level Objects (SLOs) are met.</li>\n   <li>Provide an initial advisory report notification for all qualifying events within 15 minutes of alert or report.</li>\n   <li>Provide an update or final advisory report notification for <strong>All </strong>qualifying events within 30 minutes of alert or report.</li>\n   <li>Ensure advisory report information is accurate for all advisory notifications for all qualifying events.</li>\n   <li>Update and maintain the advisory knowledge base articles and related standard operating procedures.</li>\n   <li>Interact with key stakeholders to address advisory questions through email, call bridges and team communications.</li>\n  </ul></li>\n</ul>\n<h2>Qualifications</h2>\n<ul>\n <li>Must possess or be able to complete Department of Homeland Security Public Trust Investigation (Tier 1)</li>\n <li>A minimum of 4-5 years of relevant experience in supporting Major Incident Management</li>\n <li>ITILv4 Certified-Demonstrated understanding of ITIL foundation</li>\n <li>Experience using ServiceNow</li>\n <li>Working Experience with IT infrastructure, IT Operations, and application support</li>\n <li>Industry experience with using Monitoring platforms and analytics tools such as Splunk, ScienceLogic, ThousandsEyes</li>\n <li>Strong ability to manage multiple tasks, stay detail-oriented, and work efficiently within time constraints in a fast-paced, multifaceted environment</li>\n <li>Possess excellent verbal and written communication skills, including executive-level reporting</li>\n <li>A proven track record of providing exceptional customer service</li>\n <li>Strong organizational skills and ability to manage multiple priorities under pressure</li>\n <li>Proficient in Microsoft 365 Suite (Excel, Word, PowerPoint, Outlook)</li>\n <li>Comfortable working across time zones and supporting</li>\n <li>High emotional intelligence and situational awareness during crisis events</li>\n <li>Passion for operational excellence and continuous improvement</li>\n</ul>\n<h2>Our Equal Employment Opportunity Policy</h2>\n<ul>\n <li><strong>EEO and Affirmative Action Policy:</strong> DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.</li>\n <li><strong>Pay Transparency Policy:</strong> In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.</li>\n <li><strong>Authorization to Share Resume and Personal Information:</strong> By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.</li>\n</ul>",
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    "responsibilities": "- Lead real-time incident response efforts for high-impact technology disruptions.\r\n- Facilitate cross-functional bridge calls and coordinate resolution teams.\r\n- Create and send stakeholder communications related to technology incidents.\r\n- Assess incident severity, business impact, and root cause using monitoring tools and system logs.\r\n- Provide timely, accurate updates to stakeholders and executive leadership\r\n- Document incident timelines, actions taken, and resolution outcomes\r\n- Ensure compliance with Major incident management policies and procedures\r\n- Collaborate with application owners, infrastructure teams, and drive support functions to restore services\r\n- Drive post-incident reviews and contribute to continuous improvement initiatives\r\n- Maintain readiness for 24/7 support and escalation protocols\r\n- Implement IT service management (ITSM) principles and practices\r\n- Monitor and track Major Incident tracking using the following collaboration tools (e.g., ServiceNow, JIRA, Microsoft Teams)\r\n- Interpret technical data and communicate clearly to non-technical audiences and C-level executive\r\n- Lead cross-functional teams in a matrixed environment to drive service restoration\r\n- Taking ownership of the following duties:\r\n- Monitor emails and team communications for all qualifying incidents and events to identify the need for potential advisories.\r\n- Owning, tracking, and reporting on All Major Incident and Event Advisories.\r\n- Anticipate potential advisory events and make sound decisions to ensure all advisory Service Level Objects (SLOs) are met.\r\n- Provide an initial advisory report notification for all qualifying events within 15 minutes of alert or report.\r\n- Provide an update or final advisory report notification for All qualifying events within 30 minutes of alert or report.\r\n- Ensure advisory report information is accurate for all advisory notifications for all qualifying events.\r\n- Update and maintain the advisory knowledge base articles and related standard operating procedures.\r\n- Interact with key stakeholders to address advisory questions through email, call bridges and team communications.",
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