Application Performance Monitoring Jobs in Phoenix, AZ

ABOUT PRISM PRISM is devoted to modernization and innovation across technology, security, and IT enterprise solutions. We are recognized for meeting performance requirements and exceeding customer expectations since 1994. Our culture is founded on relationships, opportunity, and success. Offering comprehensive benefit plans including medical, dental, vision, and 401K along with our people - first approach sustains our reputation as a premier employer. PRISM is seeking a VNOC Resiliency Specialist (Day Shift) to support day-to-day operations as the primary monitoring, routing, and triage authority alongside Incident Managers. Operating with high autonomy during off-hours, this team member serves as our first line of defense in maintaining on-premise and cloud infrastructure stability. This is a hybrid position with a 1-2 day on site requirement per 14 day period in Gilbert, AZ. 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. REQUIRED QUALIFICATIONS (SKILLS/EDUCATION): * 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. * 1 to 3 years of experience in an IT Operations Center (NOC) environment, or relevant Military Operations (such as communications, cyber, or logistics). * 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). PREFERRED QUALIFICATIONS: * Familiarity with enterprise ticketing platforms (ServiceNow, Jira) and monitoring tools (such as SolarWinds, Elastic, APM) is highly preferred. REQUIRED SECURITY CLEARANCE: Active Secret Clearance PRISM is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.