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).

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.