Global Command Center - Incident Analyst (Remote)

Date Posted:

2025-12-24

Country:

United States of America

Location:

UTCT1: Corp - CT - Remote Remote Location, Remote City, CT, 06101 USA

Position Role Type:

Hybrid

U.S. Citizen, U.S. Person, or Immigration Status Requirements:

U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Security Clearance:

None/Not Required

RTX Corporation is an Aerospace and Defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon. Its 185,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, VA.

The following position is to join our RTX Corporate, Enterprise Services:

The Global Command Center (GCC) provides 24x7 centralized command, control, and communication for monitoring and managing RTX’s enterprise IT infrastructure. We are seeking experienced Operations Analysts to join our team supporting critical IT services. Analysts are responsible for real-time monitoring, initial incident triage, service restoration coordination, and communication of priority incidents. This role acts as the frontline for high-impact events, working closely with the Service Desk, technical support teams, and other operational centers (e.g., Network Management Center).

What You Will Do:

• Monitor system, network, and application health using enterprise tools

• Assess changes for service impact and respond to alerts and incidents

• Triage and assign P1/P2 incidents per procedures; drive resolution and escalation

• Serve as a key point for high-impact change activities and critical services

• Participate in shift turnovers, daily briefings, and hyper-care support

• Provide timely updates to stakeholders and ensure accurate incident logging (e.g., ServiceNow)

• Maintain and improve knowledge base and documentation

• Support post-mortems, trend reporting, and root cause analysis

• Identify areas for operational improvement and automation

• Promote ITSM best practices and contribute to process enhancements

Qualifications You Must Have:

• Typically requires a degree in Science, Technology, Engineering or Mathematics (STEM) and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience or in absence of a degree, 9 years of relevant experience

• 5 years of experience in data center or IT Command Center operations

• 5 years experience with incident response in global enterprise environments

• 5 years experience collaborating with cross-functional technical and business teams to resolve complex IT service issues

• Willingness to work flexible shifts, including evenings, weekends and holidays. Schedules may fluctuate according to staffing needs and the ability to work a variety of shifts is essential.

• U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract 

Qualifications We Prefer:

• Excellent verbal and written communication skills with the ability to convey technical information to non-technical stakeholders clearly and effectively

• Ability to manage multiple high-priority tasks simultaneously with analytical mindset to proactively solve problems

• Strong understanding of ITIL-based processes, especially: Event Management, Incident Management, Change Enablement, and Problem Management

• Hands-on experience with monitoring tools such as: Splunk, SolarWinds, DataDog, NetScout (nGenius), Nagios, Spectrum

• Ability to create and interpret Wireshark captures for incident analysis

• Familiarity with ITSM platforms (e.g., ServiceNow, Remedy)

What We Offer: Whether you’re just starting out on your career journey or are an experienced professional, we offer a robust total rewards package with compensation; healthcare, wellness, retirement and work/life benefits; career development and recognition programs. Some of the benefits we offer include parental (including paternal) leave, flexible work