Operations Specialist III

Operations Specialist

We are seeking a highly motivated and detail-oriented Operations Specialist to join our 24x7 Digital Control Center (DCC) team. This role is essential to maintaining the availability, performance, and security of critical infrastructure and services. The ideal candidate will thrive in a fast-paced, mission-critical environment and demonstrate strong technical acumen, problem-solving skills, and the ability to coordinate complex operational activities.

The Digital Command Center Agent manages the daily operations and support of the core enterprise infrastructure. Command Center Agents are responsible for monitoring, troubleshooting, documentation and resolution of incidents including MPLS, Cisco, Nokia, Scada, Windows servers. Agents are also responsible for monitoring, alerting, and triage on core infrastructure including server related events. Agents are expected to provide phone support, updating customers and vendors that call in, and provide top notch customer service to our customers.

Key Responsibilities

• Monitor infrastructure, applications, and services using enterprise tools (e.g., Dynatrace, OpsBridge, Splunk).
• Respond to alerts, incidents, and service requests per defined SLAs.
• Perform initial triage and escalate unresolved issues to appropriate teams.
• Document incidents and resolutions in our ITSM solution (Service Now).
• Participate in the Genesys phone queue, responding to incidents and general request/task calls.

• Execute routine tasks: backups, patching, system health checks.
• Participate in 12-hour Panama shift rotations, days or nights (depending on shift), weekends, and holidays.
• Coordinate high-touch services such as patching, firmware upgrades, and planned fiber maintenance.
• Support disaster recovery and business continuity processes.
• Operational support of OT environments (AMI), alarm monitoring, incident response, lifecycle replacement of network infrastructure supporting smart meters.

• Monitor and troubleshoot network infrastructure, SCADA systems, and cellular communication devices.
• Support port authentication (802.1x), Wi-Fi networks, and Intelligrid fiber monitoring.
• Assist with router infrastructure replacement and firmware upgrades.

• Support Critical Incident Management (CIM) and malware isolation procedures.
• Monitor and respond to security alerts.
• Perform compliance reporting and Cyber Essential Software verification.

• Monitor UPS systems, tower lights, HVAC, generators, and rectifiers.
• Manage FAA notifications and troubleshoot site alarms.
• Support Missouri One Call Cut/Dig incidents using 3GIS.
• Server & Virtual Environment Management
• Triage Windows servers incidents.
• Apply protected patches and manage virtual resource allocation, utilizing Tanium.
• Administer domain certificates and support disaster recovery environments.

• Coordinate planned fiber outages and assist with difficult-to-locate fiber issues.
• Support MAS SD9 and Speednet radio networks.

Qualifications

• Strong technical troubleshooting and analytical skills.
• Experience with enterprise monitoring, ticketing, phone systems.
• Familiarity with network protocols, server environments, and cybersecurity practices.
• Ability to work independently and collaboratively in a 24x7 shift environment.
• Excellent communication and documentation skills.

Preferred Experience

• Prior experience in operations support, NOC, or similar technical roles.
• Knowledge of SCADA, RTUs, and telecom infrastructure.
• Experience with compliance frameworks and incident management protocols.

About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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