• 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.

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

• 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

• 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