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Operations Analyst

2 months ago

Reston, United States Crystal Management Full time
Job DescriptionJob Description

Who We Are.

At CMIT, we do more than provide real-world solutions. We deliver transformative results. Through cutting-edge technology and process innovations, we are changing how federal and commercial clients worldwide deliver their mission. A service-disabled veteran-owned small business, we take pride in serving our nation through exemplary support for our clients and employees alike.


OPERATIONS ANALYST (SENIOR)

CMIT is seeking a motivated, career and team-oriented Senior 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 CDM Data Services Program mission is to provide a standardized platform to collect, transform, and integrate cybersecurity data from relevant authoritative data sources into a coherent data, 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 is a remote position where the candidate can work from any location within the United States provided, they are able to work on an eastern time zone schedule.


Responsibilities

Our 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. In addition to issue and incident triaging, diagnosis, troubleshooting, and resolution, operational responsibilities include availability and performance monitoring and reporting and security monitoring for real-time threats utilizing automated toolsets.


The Senior Operations Analyst is responsible for providing operational technical support for a cloud-based, multi-vendor, multi-tenant data aggregation, analytics, and presentation solution. The Senior Operations Analyst will primarily be responsible for monitoring, analyzing, and responding to any solution performance issues or security incidents using established tools, escalating to engineering support as required.


  • Support the overall operations, maintenance, and health of the CDM integration layer and dashboard platform environment. The CDM dashboard provides its customers situational awareness of risks, based upon data gathered from security tools and sensors, providing hardware and software asset management, vulnerability management, configuration management, and privileged account and identity and access management for multiple Federal Government Agencies.
  • Manage and oversee the performance and security monitoring tools, responding to alerts, triggers, and other warning conditions.
  • Closely coordinate with Engineering to generate root cause analyses (RCAs), update tickets, and resolve problems and incidents within established performance SLAs.
  • Develop and maintain technical documentation and standard operating procedures (SOPs).
  • Participate on shift-transition calls to ensure all open tickets and tasks are properly managed and addressed.
  • Periodically report metrics and corresponding analysis for client review and strategic information security program adjustments and planning.
  • Follow established documented methods and practices to deliver effective, efficient, and professional operations support.
  • Create, update, peer-review and implement 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 but not limited to Business Continuity Planning and Incident Response Planning.
  • Ensure effective controls, countermeasures, processes are in place and optimized to maintain a strong organizational and system security posture.
  • 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.
  • Other duties as assigned.

Education/Certifications

  • Bachelor's Degree, preferably in a technical discipline, e.g., computer science, data science, engineering, applied mathematics, or closely related field or equivalent on-the-job experience required.
  • Cloud platform certifications (AWS Practitioner / Sysops admin, Azure Fundamentals / Admin) or security certification such as Security+ strongly desired.

Qualifications Required

  • 5+ years of IT operations support experience in a customer service role, ideally working in a NOC or SOC environment.
  • Demonstrated experience with Elasticsearch and Kibana or other similar data aggregation and analytics platforms. Familiarity with opensource alternatives, e.g., OpenSearch.
  • Solid experience with Dynatrace and Azure Sentinel monitoring tools. Familiarity with Zabbix, Nagios, or Datadog is a plus.
  • Demonstrated experience performing operations and maintenance support services in SaaS and PaaS environments.
  • Experience 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.
  • Knowledge of and experience with reporting packages (Business Objects, etc.), databases (SQL, MySQL, etc.), programming (XML, JavaScript, or ETL frameworks)
  • 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, REST methods, and ability to mine APIs to meet data requirements.
  • Experience with database query languages like SQL, T-SQL, KQL.
  • Basic understanding of API calls for data ingestion.
  • Experience with the Linux operating system.
  • Proficient at queries, report writing and presenting findings.
  • Manage escalation of complex technical support issues with Engineering and Development teams as well as customers.
  • Demonstrated technical leadership experience, leading and mentoring junior team members.
  • Excellent customer service skills.
  • Ability to manage multiple tasks and work with cross-functional teams.
  • Excellent time management and organizational skills with the ability to prioritize workload.
  • Strong customer-facing communication skills, both verbal and written.

Clearance Requirements

  • Must be a US citizen and be able to successfully pass a background investigation.
  • Able to obtain and maintain a DHS Suitability/Entry on Duty (EOD).

Physical Requirements

  • Office work, typically sedentary with some movement around the office



Who Makes It Happen.

At CMIT, we firmly believe that our innovative solutions are only as powerful as the teams harnessing them. Our people are more than just contributors - they are at the heart of everything we do and every success that we earn. Our employees are offered ample options to design a personalized benefits package that best meets their needs. Options include:


  • 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

CMIT provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.


COVID-19 Safety Protocols: To protect the health and safety of its employees and to comply with customer requirements, employees in certain positions may be required to be fully vaccinated against COVID-19 or subject to facility entry safety protocols (e.g., testing, masking, physical distancing), subject to the status of the federal contractor mandate and customer site requirements.