Sentinel Blue

Operations

• Lead the Service Desk and Infrastructure Engineering teams, ensuring consistent ticket lifecycle management from intake through resolution and post-incident review.
• Monitor and improve operational metrics including SLA performance, MTTR, ticket volume trends, escalation rates, patch compliance, backup success, and infrastructure uptime.
• Maintain clear escalation paths and ensure appropriate ticket categorization, prioritization, and assignment across support tiers.
• Drive the development and enforcement of secure baseline configurations for Windows 11, Windows Server, macOS, Microsoft 365, Azure, and endpoint devices.
• Oversee patching, backup, disaster recovery, and environment lifecycle management, ensuring accurate tracking and remediation of failures or exceptions.
• Implement and refine ITIL-aligned processes including Incident, Problem, Change, and Knowledge Management frameworks.
• Coordinate with peer teams in SOC, Compliance, PMO, and Customer Success to align operational practices with security, regulatory, and customer-facing objectives.
• Participate in change management activities, including risk scoring, approval workflows, rollback planning, and impact communication.
• Conduct post-incident reviews and root cause analyses, ensuring remediation activities are documented, tracked, and executed.
• Maintain operational documentation, SOPs, runbooks, asset inventories, and knowledge base articles to standardize and streamline support.
• Manage performance expectations for individual contributors through metrics, coaching, and feedback loops driven by data and SLA adherence.
• Identify automation opportunities and drive continual service improvement initiatives that reduce recurring incidents and increase operational efficiency.
• Provide regular reports and operational insights to leadership, translating complex technical metrics into clear business narratives.

Senior IT Operations Manager

Compliance

• Conduct compliance assessments, review technical configurations against control objectives, draft or refine policies and procedures, update POA&Ms, and prepare documentation for audit readiness.
• Participate in client interviews, evidence collection, and gap analysis exercises to determine compliance posture and remediation needs.
• Work closely with the IT Operations, Security Operations, and PMO teams to align technical practices with regulatory requirements and improve overall compliance posture.
• Shadow technical teams, learn new frameworks (such as NIST 800-53), and grow into more advanced compliance and advisory roles.
• Receive, triage, and analyze compliance-related requests, documentation, and assessment findings, and work to resolve issues through research, evidence collection, and stakeholder coordination.
• Support the development and maintenance of System Security Plans (SSPs), POA&Ms, policy sets, procedures, and control documentation across client environments.
• Review client technical configurations (e.g., access controls, logging, encryption, segmentation, backup strategies) against NIST/CMMC compliance objectives and document gaps or remediation actions.
• Communicate with clients through email, chat, meetings, and interviews to gather evidence, clarify processes, and maintain progress visibility on compliance deliverables.
• Assist in the management, implementation, and validation of compliance controls across CMMC, NIST 800-171, and/or DFARS 7012.
• Contribute to internal compliance documentation templates, client-facing guidance materials, and evidence repositories that streamline audit readiness.
• Support the creation of compliance reports, risk assessments, briefs, and executive presentations that translate findings into clear business narrative.

CMMC Compliance Analyst

Support Engineer

• Receive, triage, and analyze IT service requests, incidents, and other tasks, and work to resolve issues through onsite and remote support.
• Perform systems administration work in Office 365, Active Directory and other line of business applications.
• Communicate with clients through email, chat, and phone to keep them aware of active requests and incidents.
• Assist in the management, implementation, and maintenance of IT infrastructure (internal and client-based).
• Contribute to internal knowledge bases, client education articles, and public release articles and research papers.
• Contribute to reports, briefs, and presentations.

Senior IT Operations Manager

CMMC Compliance Analyst

IT Support Technician