Job Description

Currently, ManTech is seeking a motivated, career and customer-oriented Network/ Infrastructure Analyst, Junior Level to join our team. in the Washington, DC. This position supports a 24/7/365 service operations. You will have the option of three different shifts (1st, 2nd, and 3rd) to support on a part-time basis. Responsibilities include but are not limited to: Perform monitoring, incident and problem management, and escalation and be the single point of contact for incident / problem until resolution. Monitoring is for all network environments, TIC, infrastructure and other services. Monitor reverse proxy websites and alert components of expiring certificates within one business day of receiving the alert for an expired certificate. Works closely with the SOC and Service Desk to provide incident and problem management for the LAN/WAN, infrastructure and TIC, escalating identified issues for other services to service owners as appropriate Develop and maintain SOPs and other documentation Follow ITIL procedures especially incident and problem management Follow ISO 20000 procedures such as but not limited to: Facilitate major incidents while maintaining an overall incident perspective and ensuring the Incident Management processes are followed. Coordinate and facilitate the communication and escalation processes during High Priority incidents. Proactively monitor incident resolution, analyze, and highlight trends and root causes to Problem Management and/or relevant support teams. Provide technical analysis of major incidents to uncover underlying problems. Participate in problem review sessions and coordinate critical problem resolutions to root cause, ensuring all incidents are logged and relevant parties involved. Monitor and escalate issues for the Network and all of the other teams using agreed upon monitoring tools and processes. Clean-up of ServiceNow tickets assigned to the queues; review ServiceNow tickets daily to ensure categorization, prioritization, and ticket documentation is correct. Ensure change requests (MACDs) are moving in a timely manner and provide status updates to customers Set up and/or Monitor conference bridges for problem and incident management. Facilitate communication between customers and engineers Complete daily status reports Develop and maintain problem and incident response training documents, Standard Operating Procedures (SOPs), and other documentation. Review and analyze vendor repair & maintenance reports. Review and analyze vendor service outage & impairment reports, and root cause analyses (RCA) and develop after action reports (AAR). Monitor vendor and customer activities to enhance customer-facing technical and operational support systems. Basic Qualifications: A bachelor’s degree in a Mathematics, Telecommunications, Electrical Engineering, Computer Engineering, Computer Science, or a related field of study 2+ years of monitoring related experience -OR- 6+ years of experience along with a Systems Administrator or Network certification in lieu of a degree Demonstrated experience performing monitoring and incident management in a large enterprise environment Demonstrated experience configuring and tuning infrastructure and application monitoring tools Preferred Qualifications: Proficient with ServiceNow Clearance Requirements: Must be a U.S. citizen Must be able to obtain a Public Trust Physical Requirements: Must be able to be in a stationary position more than 50% of the time Must be able to communicate, converse, and exchange information with peers and senior personnel Constantly operates a computer and other office productivity machinery, such as a computer The person in this position frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc. ManTech

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