Mission-Critical Outage Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver on-call support for critical outages on a 24x7x365 schedule.

• Quickly respond to Info Spot and other urgent mission outages.

• Determine the impact on applications, infrastructure, users, locations, dependencies, and the mission.

• Conduct initial triage and collaborate with application, systems, network, SecureView, cloud, cybersecurity, vendor, and Government personnel.

• Engage in or facilitate DLA outage war lines.

• Keep a chronological record of outages documenting symptoms, actions taken, decisions made, escalations, restoration efforts, and communications.

• Provide regular updates on progress to Government representatives and the Information Technology Operations Center.

• Attend the 0700 Daily Scrum and present outage status, restoration progress, risks, and planned actions.

• Complete DLA ITOC Info Spot Reports, Data Center Services questionnaires, outage trackers, and other relevant documentation.

• Assist in technical root-cause analysis and identify contributing factors, failed controls, process gaps, and recurring issues.

• Document corrective actions and suggestions to avert future occurrences.

• Ensure ServiceNow records are up to date with comprehensive outage documentation.

• Support post-event reviews and lessons-learned sessions.

• Transfer outage protocols, historical reports, escalation contacts, and response playbooks during transition-out.

⛳️ Requirements

• Required 24x7x365 on-call availability.

• Active Department of Defense Secret clearance is essential.

• This Critical Sensitive / IT-I role necessitates a favorable Tier 5 investigation.

• Must uphold applicable DLA-approved certifications and DoD 8140 qualifications.

• IAT Level II or IAT Level III and relevant CE Administrator qualifications are required when privileged system access is granted.

• A minimum of six years of progressive experience in information technology or information processing is needed.

• At least three years of experience supporting hardware, software, applications, infrastructure, or enterprise service operations.

• A minimum of two years in diagnosing and resolving technical issues in enterprise environments.

• Experience in managing major incidents, priority-one outages, operational war rooms, service restoration, and root-cause analysis is required.

• Strong ability to communicate clearly and calmly with technical teams and Government leadership during high-pressure situations.

• Experience in maintaining outage timelines, situation reports, action logs, incident reports, and documentation of corrective actions.

• Preferred: Familiarity with ServiceNow Major Incident Management, ITIL incident/problem management, Windows, Linux, networking, application support, and enterprise monitoring tools.

• US citizenship or authorization to work in the US is encouraged.

• Must be able to acquire and retain a United States Department of Defense security clearance.

• Visa sponsorship is not available.

🏝️ Benefits

• The company covers 100% of premiums for the employee’s medical, dental, and vision insurance.

• Subsidized medical, dental, and vision premiums for spouses and dependents.

• Short and long-term disability plans.

• 401(k) match up to 10% of the employee’s salary contributions.

• Comprehensive training and development program.

• 11 paid holidays.

• Paid time off (PTO) accrual begins at 15 days annually.