Virtual Network operations center (VNOC)

Conviso Inc is hiring VNOC Resiliency Specialist. This is a Hybrid set-up position & comes with benefits, 401K & some accrued PTO. The ideal candidate will support day-to-day operations as the primary monitoring, routing, and triage authority alongside Incident Managers.

Title: VNOC Resiliency Specialist
Location: Gilbert, Arizona – Hybrid (1-2 days per 14-day period in the future (mission dependent).
Active Secret Clearance needed
Certification Requirements: DoD 8570 IAT II (i.e., Security+)

Core Functional Responsibilities
•Dashboard Surveillance: Maintain high-vigilance monitoring of enterprise network, on-premise, and cloud infrastructure health utilizing SolarWinds, Elastic, and Application Performance Monitoring (APM) dashboards to immediately catch system degradation or outages.
•Queue Management & Triage: Triage incoming outage calls, acknowledge automated system alerts, prioritize the queue, and route events to the correct technical engineering teams based on established routing rules.
•First-Response & Escalation: Provide composed, immediate first-line response during Major Incidents by executing standard step-by-step runbooks. Coordinate closely with Incident Managers to escalate issues and engage technical Subject Matter Experts (SMEs) as required.
•Cloud Health Monitoring: Monitor high-level system alerts and service health dashboards within AWS and OCI (Oracle Cloud Infrastructure) environments to identify cloud service disruptions and initiate standard escalation workflows.
•Ticketing & SLA Compliance: Manage the administrative lifecycle of incidents within ServiceNow and Jira, ensuring precise documentation of event timelines, ticket updates, and strict adherence to established SLA response times.
•Shift Turnover & Incident Logging: Maintain precise shift turnover logs and conduct formal, detailed handovers to incoming day-shift personnel. Assist Incident Managers by compiling chronological event timeline data for post-incident reviews and After Action Reports (AARs).
•Change Window Monitoring: Support change management activities by observing dashboard health statuses via SolarWinds and APM for anomalies during scheduled maintenance and software deployment windows tracked in ServiceNow.
•Runbook & Process Adherence: Strictly follow established VNOC runbooks, Tactical Techniques and Procedures (TTPs), and SOPs. Flag outdated documentation in Jira/ServiceNow repositories to ensure instructions remain accurate.

Ideal Candidate Profile & Background
To succeed in this functional night-shift role, you will be a disciplined, detail-oriented operator who excels at executing established procedures.
•Process-Oriented & Composed: You respect established SOPs when critical alerts trigger. You can clearly follow step-by-step triage checklists during high-stress incidents.
•Autonomous & Reliable: You are highly self-motivated and punctual, capable of maintaining focus during quiet night-shift hours without direct leadership supervision.
•Strong Communicator: You possess excellent written communication skills, essential for drafting clear chronological turnover logs and logging precise ticket updates.

Target Experience:
O 1 to 3 years of experience in an IT Operations Center (NOC/SOC) environment, Tier 1/2 IT Helpdesk, or relevant Military Operations (such as communications, cyber, or logistics).
O Fundamental Cloud Knowledge: Basic understanding of cloud infrastructure concepts and exposure to AWS or OCI environments (such as AWS Certified Cloud Practitioner or Oracle Cloud Infrastructure Foundations level).
O Familiarity with enterprise ticketing platforms (ServiceNow, Jira) and monitoring tools (such as SolarWinds, Elastic, APM) is highly preferred.