VNOC Resiliencey Specialist (Event Manager)

Position Profile: VNOC Resiliency Specialist (Night Shift)

The VNOC Resiliency Specialist (Night Shift) supports 24/7 operations as the primary monitoring, routing, and triage authority alongside Incident Managers. Operating with high autonomy during off-hours, this team member serves as our first line of defense in maintaining system stability.

Shift Information:

The team uses a Pitman schedule (i.e., 2 days on, 2 days off, 3 days on, etc.) for 12-hour shifts to provide 24/7 coverage. The "typical" start-end time for the shift is 6:30p to 6:30a PT, but there can be some flexibility for the right candidate (e.g., a preference to start at 7:00p or 8:00p can likely be accommodated.)

Location:

This position is open to remote candidates, but candidates with proximity to Gilbert, AZ will be prioritized. Proximity to Gilbert makes it easier for the practitioner to attend trainings, meet with the broader team, participate in culture events, etc.

Our Ideal Candidate:

We are seeking a reliable, process-driven professional who remains composed under pressure and can thrive in an overnight environment. This role does not require deep system engineering; candidates with an eager attitude, aptitude, and ambition to grow are invited to apply.

Core Functional Responsibilities

• Dashboard Surveillance: Maintain high-vigilance monitoring of enterprise network, on-premise, and cloud infrastructure health utilizing SolarWinds, Elastic, and Application Performance Monitoring (APM) dashboards to immediately catch system degradation or outages.
• Queue Management & Triage: Triage incoming outage calls, acknowledge automated system alerts, prioritize the queue, and route events to the correct technical engineering teams based on established routing rules.
• First-Response & Escalation: Provide composed, immediate first-line response during Major Incidents by executing standard step-by-step runbooks. Coordinate closely with Incident Managers to escalate issues and engage technical Subject Matter Experts (SMEs) as required.
• Cloud Health Monitoring: Monitor high-level system alerts and service health dashboards within AWS and OCI (Oracle Cloud Infrastructure) environments to identify cloud service disruptions and initiate standard escalation workflows.
• Ticketing & SLA Compliance: Manage the administrative lifecycle of incidents within ServiceNow and Jira, ensuring precise documentation of event timelines, ticket updates, and strict adherence to established SLA response times.
• Shift Turnover & Incident Logging: Maintain precise shift turnover logs and conduct formal, detailed handovers to incoming day-shift personnel. Assist Incident Managers by compiling chronological event timeline data for post-incident reviews and After Action Reports (AARs).
• Change Window Monitoring: Support change management activities by observing dashboard health statuses via SolarWinds and APM for anomalies during scheduled maintenance and software deployment windows tracked in ServiceNow.
• Runbook & Process Adherence: Strictly follow established VNOC runbooks, Tactical Techniques and Procedures (TTPs), and SOPs. Flag outdated documentation in Jira/ServiceNow repositories to ensure instructions remain accurate.

Ideal Candidate Profile & Background

To succeed in this functional night-shift role, you will be a disciplined, detail-oriented operator who excels at executing established procedures.

• Process-Oriented & Composed: You respect established SOPs when critical alerts trigger. You can clearly follow step-by-step triage checklists during high-stress incidents.
• Autonomous & Reliable: You are highly self-motivated and punctual, capable of maintaining focus during quiet night-shift hours without direct leadership supervision.
• Strong Communicator: You possess excellent written communication skills, essential for drafting clear chronological turnover logs and logging precise ticket updates.

Required Experience:

• 1 to 3 years of experience in an IT Operations Center (NOC/SOC) environment, Tier 1/2 IT Helpdesk, or relevant Military Operations (such as communications, cyber, or logistics).
• Fundamental Cloud Knowledge: Basic understanding of cloud infrastructure concepts and exposure to AWS or OCI environments (such as AWS Certified Cloud Practitioner or Oracle Cloud Infrastructure Foundations level).
• Familiarity with enterprise ticketing platforms (ServiceNow, Jira) and monitoring tools (such as SolarWinds, Elastic, APM) is highly preferred.
• Current DoD Secret Clearance