Woodside Staffing Solutions & Consulting

Compensation

Full Description

IT Operations Analyst (Tier 3) - Monitoring & Incident Response Location: Washington, DC (Capitol Hill - 20515) Clearance Requirement: US Citizen, must be able to obtain a security clearance Schedule: Full-time | 24/7 Operations Support (Shift-based, may include nights/weekends) We are seeking a highly skilled IT Operations Analyst (Tier 3) to join our Integrated Operations Center (IOC) in Washington, DC. In this role, you'll provide 24/7 monitoring, incident response, and technical escalation to ensure the stability and performance of IT systems, networks, and applications. This position is ideal for a hands-on professional with a strong background in IT monitoring, incident management, and system troubleshooting who thrives in high-stakes environments. Key Responsibilities • Monitor system performance using tools like Dynatrace, Nagios, and other observability platforms. • Respond to and triage incidents and alerts; escalate unresolved issues per defined protocols. • Classify and prioritize incidents based on impact and urgency (ITIL/ITSM standards). • Collaborate with Tier 1 Service Desk to guide escalations and validate user-reported incidents. • Communicate incident status to stakeholders and contribute to post-incident reviews. • Use Power BI and Power Automate to create dashboards, reports, and workflow automation. • Maintain accurate documentation, shift logs, and knowledge base articles. • Serve as Watch Commander as needed for HIROC activations. Requirements Minimum Qualifications: • US Citizenship (required) • Ability to pass a government background check • 3+ years of experience in IT operations, incident response, or system monitoring at the Teir 3 level • Proficiency with monitoring tools (Dynatrace, Nagios, BMC Helix, etc.) • Familiarity with ITIL/ITSM frameworks • Strong problem-solving skills and experience troubleshooting at Tier 3 level • Experience with Microsoft Power Platform: Power BI, Power Automate • Microsoft Office 365 • Excellent communication skills; able to work with technical and executive audiences • Experience in 24/7 operations or rotating shift environments Preferred Qualifications: • Bachelor's degree in IT, Computer Science, or related field • Certifications: ITIL, CompTIA, Microsoft, or equivalent