Job Title: Junior Apigee Operations Analyst

Department: Operations – Services 

Reports To: RavenTek Program Manager

Location: Norfolk, VA (must live within driving distance)

Schedule: Monday – Friday 

Hours: Full-time, 40-hours/week

FLSA Status: Hourly, Nonexempt

Clearance: Ability to obtain Secret clearance

Position Summary 

The Junior Apigee Operations Analyst provides technical support for the operation, monitoring, troubleshooting, and sustainment of enterprise Apigee API management services within an ITIL-based IT Service Management (ITSM) environment. This position supports production and non-production Apigee environments and works as part of a cross-functional operations team supporting enterprise API services. The Junior Apigee Operations Analyst works closely with Apigee Development, DevSecOps, Infrastructure, Cloud, Cybersecurity, Network, Database, and Service Management teams. The role supports API management, enterprise infrastructure, cloud technologies, cybersecurity, monitoring, automation, and ITSM processes while developing toward independent Apigee operations and Tier II technical support. The performance of this position is key to RavenTek's performance on the contract, and therefore RavenTek's mission to support the customer.

Essential Duties and Responsibilities

• Provide day-to-day operational support for production and non-production Apigee API management environments.
• Monitor Apigee services for availability, health, performance, traffic, errors, and capacity and investigate alerts or potential service issues.
• Review Apigee logs, analytics, traces, and system events to identify and troubleshoot API and platform issues.
• Troubleshoot API proxy, routing, HTTP/HTTPS, authentication, authorization, connectivity, OAuth 2.0, JWT, TLS/SSL certificate, DNS, and related issues.
• Analyze API requests and responses and assist in determining whether issues originate within Apigee, backend applications, networks, identity services, or supporting infrastructure.
• Support routine Apigee configuration, maintenance, upgrades, planned changes, and post-change service validation.
• Support incidents, service requests, problems, and changes in accordance with established ITIL/ITSM processes and document activities in ServiceNow or other approved tools.
• Use Splunk or similar monitoring and logging tools to investigate incidents, correlate events, identify recurring conditions, and support performance and capacity monitoring.
• Participate in Operational Readiness Reviews (ORRs), Production Readiness Reviews (PRRs), testing, deployment, and transition of new or modified Apigee services into production operations.
• Assist with supporting Apigee environments hosted in AWS and troubleshoot dependencies involving cloud infrastructure, networking, DNS, security groups, certificates, and backend connectivity.
• Support cybersecurity and compliance activities, including secure Apigee configurations, vulnerability remediation, security changes, and documentation supporting RMF/ATO activities.
• Develop basic scripts using Python, Bash, PowerShell, or similar technologies to automate health checks, monitoring, reporting, and routine operational tasks.
• Maintain operational documentation, knowledge articles, troubleshooting guides, standard operating procedures, and escalation procedures.
• Collaborate with Development, DevSecOps, Infrastructure, Cloud, Cybersecurity, Network, Database, and Service Management teams to resolve operational issues.
• Identify opportunities to improve monitoring, automation, documentation, service reliability, and operational efficiency.
• Enter actual time worked, once complete, at the end of the day, or no later than 10:00 a.m. the following workday, and submit timesheets at the end of each pay period.
• Submit Monthly Status Reports on a regular basis, as required. 
• Monitor RavenTek email on a regular basis, at least 3 times per week, and respond accordingly.
• Complete required compliance training as assigned.
• Other duties as assigned.

Knowledge and Critical Skills

• Basic understanding of APIs, web services, REST APIs, and API management concepts.
• Familiarity with HTTP/HTTPS, JSON, XML, authentication, authorization, and API troubleshooting.
• Knowledge of networking fundamentals, including TCP/IP, DNS, ports, routing, and firewalls.
• Understanding of cloud computing concepts with familiarity or exposure to AWS environments.
• Familiarity with Linux or Unix environments and basic infrastructure troubleshooting.
• Strong analytical and problem-solving skills with the ability to follow established troubleshooting and ITSM procedures.
• Effective written and verbal communication skills with the ability to clearly document technical issues, troubleshooting activities, and resolutions. 

Education & Work Experience

• Bachelor’s degree in Computer Science, Information Technology, Engineering, Cybersecurity, or a related technical field preferred.
• Up to three years of relevant technical experience.
• Experience with or exposure to scripting using Python, Bash, PowerShell, Java, or similar technologies.

Certifications, Licenses

• CompTIA Security+ certification.
• Other relevant technical certifications are preferred.

Special Requirements

• Ability to obtain and maintain Secret level clearance.

Work Environment

Employee will be working indoors in an office environment with other people. Potential moderate temperature fluctuations. Typical indoor and computer related noise level, and typical office, paper, and equipment related dust. Exposure to video display terminals occurs on a regular basis.

Physical Demands

To successfully perform the essential functions of the job, the employee needs to be able to sit at a workstation for extended periods; use hand(s) to handle or feel objects, tools, or controls; reach with hands and arms; talk and hear; see to read printed materials and computer screens; mobility to work in a typical office setting. Ability to work on desktop or laptop computer for extended periods of time reading, reviewing/analyzing information, and may be required to provide recommendations, summaries and/or reports in written format. Must be able to effectively communicate with others verbally and in writing. Employee must be able to lift and/or move moderate amounts of weight, typically up to 20 pounds. Regular and predictable attendance is essential. 

ADA: RavenTek will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO/AA: RavenTek does not discriminate based on race, color, national origin, sex, religion, age, disability, sexual orientation, gender identity, veteran status, height, weight, or marital status in employment or the provision of services and is an equal access/equal opportunity/affirmative action employer.

This job description is not intended to be an all-inclusive list of duties and standards of the position and will be reviewed periodically as duties and responsibilities change with business necessity. Essential job functions are subject to modification. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.