Level 1 (L1) Cloud Operations Specialist at Knox Systems,… · Boston

Summary: Knox Systems, Inc. is a leading provider of secure cloud and AI environments for the U.S. government. The Cloud Operations Specialist (L1) role involves first-line monitoring, triage, and rapid incident response across multi-tenant and single-tenant cloud environments to ensure system availability, security, and compliance. Responsibilities: - 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 Required Qualifications: - 1–3 years of experience in a NOC, SOC, or application support / support center environment, supporting production systems or customer-facing web applications - 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 - Due to the nature of our work with federal government clients and compliance with applicable regulations, this position requires U.S. citizenship - Candidates must be able to provide documentation verifying U.S. citizenship status as part of the background check process - Any offer of employment is contingent upon the successful completion of all required pre-employment screenings, including a background check, in accordance with applicable laws and government contract requirements Preferred Qualifications: - CompTIA Security+, Linux+, ITIL v4, AWS Cloud Practitioner, or Microsoft Fundamentals (AZ-900) Required Skills: NOC/SOC experience, Cloud infrastructure familiarity, Incident response skills Important Skills: Linux administration, AWS/Azure/GCP knowledge, Application troubleshooting Nice-to-Have Skills: Customer interaction, Continuous Monitoring, FedRAMP compliance, Basic troubleshooting Benefits: Medical, Dental, Vision, Life & Disability, Unlimited PEO, Employee funded 401k plan