Network Operations Technician

Overview

Key Responsibilities

• Monitor production systems using Datadog, AppDynamics, PagerDuty, and similar observability platforms.
• Respond to incidents within SLA, perform initial triage, execute runbooks, and engage on-call engineers.
• Log and manage incidents in ITSM platforms with accurate priority, categorization, and documentation.
• Execute runbooks for application restarts, health checks, and certificate renewals.
• Use SSH, CLI-based virtual-machine management, the AWS console, Docker, and Kubernetes.
• Coordinate with engineering, SRE, and service delivery teams during major incidents and change windows.
• Maintain shift handoff documentation and participate in daily operational standups.
• Escalate incidents according to severity, customer impact, and technical complexity.
• Document known errors, workarounds, and lessons learned.
• Perform proactive health checks and monitoring to identify degradation before customer impact.

Required Qualifications

• The role requires 1–3+ years of experience in NOC, IT operations, technical support, or similar monitoring roles.
• Experience with monitoring and observability tools such as Datadog, AppDynamics, ELK, or New Relic is required.
• Familiarity with incident management and ITSM platforms such as Jira Service Management, ServiceNow, or PagerDuty is required.
• Moderate understanding of cloud infrastructure, APIs, and web services is required.
• Strong troubleshooting skills and the ability to follow runbooks under pressure are required.
• Excellent written and verbal communication skills for incident updates and handoffs are required.
• Rotating-shift availability, including nights, weekends, and holidays, is required.
• Candidates must be eligible to work on U.S. federal contracts, and a background check may be required.

Preferred Qualifications

• Experience in healthcare or regulated environments, including HIPAA or CMS compliance, is preferred.
• ITIL v4 Foundation certification is preferred.
• Familiarity with PowerShell, Python, or Bash scripting is preferred.
• Experience supporting SaaS or cloud-native applications is preferred.
• Understanding of DNS, load balancers, firewalls, and SSL/TLS is preferred.

Employment and Coverage

• This is a full-time position with rotating shift coverage for 24/7 operations.
• The team follows a follow-the-sun operating model with U.S. and global coordination.

Success Metrics