Monitor infrastructure, applications, and network health using tools such as Grafana, Wiz, Datadog, and CrowdStrike Falcon.
Detect, triage, and escalate alerts based on severity and business impact.
Document incident timelines, actions, and resolutions in ticketing systems (ServiceNow, Jira Service Management).
Follow established FedRAMP incident handling and escalation procedures.
Execute predefined runbooks for system checks, restarts, and health verifications.
Validate post-maintenance and deployment health of systems and services.
Assist with system patching coordination, log collection, and audit evidence gathering.
Maintain situational awareness of system uptime, customer impact, and scheduled changes.
Support basic troubleshooting for hosted applications
Validate API connectivity and assist in identifying failed integrations or logic errors.
Collaborate with developers and CloudOps engineers to verify deployment health after releases.
Escalate application-related issues with complete context — affected users, tenant ID, and integration dependencies.
Ensure all activities follow change control, access management, and incident response procedures.
Record detailed incident notes and maintain compliance-ready audit trails.
Participate in Continuous Monitoring (ConMon) reporting and FedRAMP evidence collection.

1–3 years of experience in a NOC, SOC, or application support / support center environment
Experience supporting customer-facing web applications, including alert triage, incident documentation, and escalation to engineering or platform teams
Familiarity with Linux administration and command-line tools
Familiarity with AWS, Azure, or GCP infrastructure services
Understanding of network, compute, and application monitoring fundamentals
General application troubleshooting experience, including familiarity with web-based applications, common application architectures, and foundational web technologies such as HTTP, REST APIs, and JSON
Strong attention to detail, communication, and documentation skills
Bachelor’s degree in Information Technology, Computer Science, Cybersecurity, or a related technical field, or equivalent practical experience supported by relevant industry certifications

Cloud Operations Specialist – Level 1

Key skills