IT Service Monitoring and Reporting Specialist

About Nakupuna Companies

Nakupuna Prime is seeking an experienced IT Service Monitoring and Reporting Specialist to support the U.S. Army Human Resources Command (HRC). This fully remote position provides 24/7/365 monitoring of critical IT services, cloud environments, applications, and infrastructure. The ideal candidate will have strong technical troubleshooting skills, experience with enterprise monitoring tools, and the ability to support incident response and service recovery in a high-availability environment. This position supports a 24/7/365 team and will require non-standard work hours, with primary duties performed on the third shift (11:00 PM – 07:00 AM).

Key Responsibilities for the IT Service Monitoring and Reporting Specialist

• Perform continuous monitoring of IT services, systems, cloud-hosted applications, and infrastructure to ensure performance, availability, and security.
• Configure and maintain monitoring tools, alerts, thresholds, and dashboards in alignment with Government requirements.
• Detect service degradations or outages and initiate response actions within required timelines.
• Generate and distribute alerts and notifications to designated Government stakeholders.
• Produce weekly performance, availability, and security reports, identifying trends and areas for improvement.
• Provide ad-hoc reports and analysis within two hours of Government request.
• Analyze monitoring data to identify root causes and recommend corrective actions.
• Open service status flags within 15 minutes of identifying or receiving notice of an outage; close flags within 15 minutes of resolution and document Reason for Outage (RFO).
• Lead planning and execution of scheduled and unscheduled Authorized Service Interruptions (ASIs).
• Participate in Government working groups and provide monitoring and reporting inputs.
• Investigate hardware and software issues related to monitoring tools and perform corrective actions.
• Architect, install, integrate, patch, troubleshoot, and sustain the IT service monitoring framework.
• Conduct quarterly tool assessments with platform/data owners to improve monitoring accuracy and speed.
• Maintain documentation for monitoring procedures, alert thresholds, reporting requirements, and recovery processes.
• Support contingency planning for data center shutdown, recovery, and security controls.

Required Qualifications

The candidate must be self-motivated, pay close attention to detail, and have good oral and written communication skills. Additional certifications may be required as prescribed by DoDD 8140 (e.g., Network+ CE, Security+ CE, CASP CE).

• Experience with enterprise IT monitoring tools (e.g., SolarWinds, Splunk, Dynatrace, Nagios, etc.).
• Strong understanding of network performance monitoring, cloud environments, and IT infrastructure.
• Experience supporting incident response and service recovery operations.
• Ability to analyze complex data sets and produce clear, actionable reports.
• Familiarity with IT Service Management (ITSM) processes such as incident and change management.
• Must maintain a secure remote work environment compliant with DoD cybersecurity requirements.
• SIPR tele-support is not authorized.

Preferred Qualifications

• Prior DoD or federal IT operations experience.
• Knowledge of Army HRC systems and mission environment.
• ITIL certification or experience with ITIL aligned environments.
• Strong communication skills for reporting, briefings, and stakeholder coordination.

Education & Experience

Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field; or equivalent experience.

Clearance Requirements

Must be a U.S. Citizen. Must be able to obtain and maintain an active Secret clearance.

Work Environment & Physical Requirements

This is a fully remote position with the ability to work rotating shifts to support 24/7/365 operations.

The ideal candidate must at a minimum be able to meet the following physical requirements of the job with or without a reasonable accommodation:

• Ability to perform repetitive motions with the hands, wrists, and fingers.
• Ability to engage in and follow audible communications in emergency situations.
• Ability to sit for prolonged periods at a desk and working on a computer.

Key Skills/Competency

• IT Service Monitoring
• Incident Response
• Performance Analysis
• Cloud Environments
• IT Infrastructure
• Reporting
• Troubleshooting
• DoD Cybersecurity
• ITSM
• SolarWinds / Splunk