Operations Analyst (Journeyman)

Crystal Management - Reston, VA

Full-time - Entry Level

Remote - Reston, VA

Professional, Scientific, and Technical Services

About the position

CMIT is seeking a motivated, career and team-oriented Junior Operations Analyst in support of the U.S. Department of Homeland Security (DHS) Cybersecurity and Infrastructure Security Agency (CISA) Continuous Diagnostic & Mitigation (CDM) Data Services Program. The CDM Data Services Program is a critical component of CISA's national effort to ensure the defense and resilience of cyberspace. The mission of the CDM Data Services Program is to provide a standardized platform to collect, transform, and integrate cybersecurity data from relevant authoritative data sources into a coherent data set, delivering actionable information into Agency and Federal Dashboards to identify risk areas in support of mitigation as well as to facilitate coordinated agency and national response to cyber-threats. This position is remote, allowing the candidate to work from any location within the United States, provided they can work on an eastern time zone schedule. The Operations team consists of NOC and SOC analysts and engineers who provide 24 x 7 technical support to remedy operational issues and security incidents in a managed services environment. The Junior Operations Analyst will be responsible for monitoring, analyzing, and responding to any solution performance issues or security incidents using established tools, escalating to engineering support as required. The Junior Operations Analyst will support the overall operations, maintenance, and health of the CDM integration layer and dashboard platform environment. This includes managing and overseeing performance and security monitoring tools, responding to alerts, triggers, and other warning conditions. The role requires close coordination with Engineering to generate root cause analyses (RCAs), update tickets, and resolve problems and incidents within established performance SLAs. The analyst will also follow established documented methods, practices, and standard operating procedures (SOPs) to deliver effective, efficient, and professional operations support, while maintaining the confidentiality, integrity, and availability of data across physical and logical solution boundaries in multi-Agency environments.

Responsibilities

• Provide operational technical support for a cloud-based, multi-vendor, multi-tenant data aggregation, analytics, and presentation solution.
• Monitor, analyze, and respond to solution performance issues or security incidents using established tools.
• Support the overall operations, maintenance, and health of the CDM integration layer and dashboard platform environment.
• Manage and oversee performance and security monitoring tools, responding to alerts, triggers, and other warning conditions.
• Coordinate with Engineering to generate root cause analyses (RCAs), update tickets, and resolve problems and incidents within established performance SLAs.
• Follow established documented methods, practices, and standard operating procedures (SOPs) to deliver effective, efficient, and professional operations support.
• Participate on shift-transition calls to ensure all open tickets and tasks are properly managed and addressed.
• Create and update standard operating procedures (SOPs) for Operations and Maintenance (O&M) support.
• Maintain the confidentiality, integrity, and availability of data across physical and logical solution boundaries in multi-Agency environments.
• Coordinate with government engineering resources and OEMs to patch, upgrade or refresh tool and sensor software and hardware.
• Understand and monitor operations processes, including Business Continuity Planning and Incident Response Planning.
• Identify gaps and bottlenecks in the presentation and reporting of data within and to the dashboard, including issues related to performance, capacity, interoperability, scalability, and manageability.
• Maintain accountability and ownership of assigned issues and support tickets.

Requirements

• Bachelor's Degree in a technical discipline (e.g., computer science, data science, engineering, applied mathematics) or equivalent on-the-job experience required.
• Familiarity with and exposure to Elasticsearch and Kibana or other similar data aggregation and analytics platforms.
• Familiarity with automated monitoring tools such as Dynatrace, Azure Sentinel, Zabbix, Nagios, Datadog, etc.
• Familiarity with the Elastic Cloud Enterprise (ECE) and Elastic Cloud on Kubernetes (ECK) platforms.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Understanding of containerized PaaS platforms such as Azure Kubernetes Service or Elastic Kubernetes Service as well as IaaS hosted platforms such as Docker and Podman.
• Proven ability to analyze complex problems, theorize root causes, and develop creative solutions.
• Knowledge of REST API authentication types and REST methods.
• Basic understanding of API calls for data ingestion.
• Experience with the Linux operating system.
• Proficient at queries, report writing and presenting findings.
• Solid customer-facing communication skills, both verbal and written.
• Ability to manage multiple tasks and work with cross-functional teams.
• Excellent time management and organizational skills with the ability to prioritize workload.

Nice-to-haves

• Cloud platform certifications (AWS Practitioner / Sysops admin, Azure Fundamentals / Admin) or security certification such as Security+ strongly desired.

Benefits

• Medical / Rx
• HSA / FSA
• Dental & Vision
• Life / AD&D
• Long & Short Disability
• Disability Insurance
• Accident Insurance
• Critical Illness
• Hospital Insurance
• Pet Benefits
• Education/Training Program
• 401k Retirement
• Generous Paid Time Off
• Flexible Parental Leave
• Volunteer Time Off
• Flexible Work Locations
• Alternative Work Schedules