Enterprise Operations Center Specialist

SAIC; Washington (District of Columbia); On-site; USD 90,000 - 110,000; Full time

Job summary

SAIC is seeking an Enterprise Operations Center Specialist (Mid-level) in Washington, D.C. to monitor and manage enterprise systems and networks around the clock. The role requires coordinating incident response, communicating with DOT teams, and documenting RCA data and knowledge articles.

Candidate should have 2+ years in enterprise operations support, with 4+ years preferred. Familiarity with ServiceNow and OBM is a plus. U.S. citizen or green card holder required.

Qualifications

• Minimum 2 years supporting an enterprise operation center.
• 4+ years of related experience preferred.

Responsibilities

• Respond to events and emails from automated tools and external groups; monitor critical systems.
• Provide proactive and scheduled console monitoring of infrastructure and systems in near real time; take corrective action as defined.
• Monitor, coordinate resolutions, and manage events and alerts.
• Escalate to DOT Tier III teams and external vendors; manage ITTSM tickets.
• Document incident communications, RCA, and knowledge for future use.

Skills

Event monitoring

Network monitoring

Incident response

Communication

Root cause analysis

Tools

ServiceNow

OBM

CompTIA Security+ CE

Job description

Position Overview

SAIC is currently seeking an Enterprise Operations Center Specialist (Mid-level). This position is in Washington, D.C. at the Department of Transportation (DOT) Headquarters' Building. The EOC operates 24 hours per day, 7 days per week including all Federal Holidays and will utilize appropriate monitoring tools and follow standard incident management processes.

Responsibilities:

• Respond to events and e-mails from automated tools and outside groups (AT&T), direct checks of critical systems.
• Provide proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware, and network), respond to messages, and take corrective action as defined.
• Performs day-to-day activities required to monitor systems for events or alerts. Coordinates and manages the resolutions of events and alerts.
• Monitors and identifies problem areas and coordinates resolutions. Applies fundamental concepts, processes, practices, and procedures on technical assignments.
• Early analysis; contact POCs for confirmation of event.
• Troubleshoot affected CI - ping, log into router/switch to check logs and interface status
• Escalate - Contact and liaison with DOT Tier III teams, open and assign ITTSM tickets. Open and manage tickets with outside vendors, e.g., AT&T
• Communicate - Generate correspondence required for incident management, to include notifications and follow up with modal POCs regarding cyber incidents, service degradations, outages, daily operational status reports, and COE Morning summary report.
• Critical Incidents -initiates the Critical Incident Management process and anchors the Incident Response Bridge process. Takes notes from bridge call to update Outage communications. Contacts the necessary team members to join bridges.
• As required, document the Root Cause Analysis (RCA) for the incident, gather and process the required information, and assign a sequential RCA number to the new document. Identify what RCA information can be moved to the knowledge management repository.
• Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours (i.e., Hands-on at Data Center, escort un-badged personnel in Data Center).
• Knowledge Management and Documentation - maintain POC and site information for remote sites, create and update SOPs for IMC processes.
• Generate and distribute daily and weekly reports.

Shifts: Variable

Top Qualifications, Skills, Experience or Certifications:

• Must have a minimum of 2 years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.
• 4+ years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools strongly preferred.

Preferred skills and qualifications:

• Familiarity with Service Now
• Familiarity with OBM
• CompTIA Security + CE

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.