Enterprise Operations Center Specialist - Senior

SAIC; Washington (District of Columbia); On-site; USD 40,000 - 80,000; Full time

Job summary

A leading company is seeking a qualified candidate for operations management in the EOC at the Department of Transportation. The role entails 24/7 system monitoring and incident management with a focus on troubleshooting and coordination with IT vendors. Candidates should possess at least 5 years of relevant experience and a capability for obtaining a Public Trust clearance.

Qualifications

• Must have a minimum of 5 years of related experience providing support to an enterprise operation center.
• Ability to attain a Public Trust clearance.
• Familiarity with monitoring enterprise systems and networks.

Responsibilities

• Respond to events and e-mails from automated tools and outside groups.
• Generate daily and weekly reports regarding system status.
• Document Root Cause Analysis for incidents.

Skills

Troubleshooting

Incident Management

Knowledge Management

Education

5 years of related experience

Tools

Service Now

BMC Remedy

Job description

Description

This position is in Washington, DC 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. Event & Availability Monitoring: 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.

Shift: Saturday and Sunday 7AM – 7PM and Monday and Tuesday 7AM-3:30PM.

High Priority qualifications, skills, experience, certifications

Response includes the following:

• 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

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.

Qualifications

Qualifications and Education Requirements

Must have a minimum of 5 years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.

Preferred Skills

• Familiarity with Service Now
• Familiarity with BMC Remedy

US Citizen or alien who has been lawfully admitted for permanently residence or employment. Ability to attain a Public Trust clearance.

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.