Integrated Shift Supervisor - Night Shift

CACI; Springfield (VA); On-site; USD 90,000 - 140,000; Full time

Job summary

CACI is seeking an Integrated Shift Supervisor - Night Shift to oversee on-shift personnel in a multi-source service environment supporting the COMM Network Operations Center. The role emphasizes incident monitoring, escalation, and coordination for mission-critical operations in a fast-paced setting.

The ideal candidate has strong leadership, decision-making, and operational coordination skills to ensure timely incident response and service availability for VIP and enterprise systems.

Responsibilities

• Monitor and track service-impacting changes within the Enterprise infrastructure.
• Work with Service Operations staff during installation, upgrade, or decommissioning of infrastructure equipment and software to monitor potential impacts to the Enterprise.
• Monitor and analyze critical incident alerts related to outages or service degradations affecting the Enterprise.
• Assist with the development and maintenance of standard operating monitoring procedures.
• Support Major Incident Severity Level calls, including establishing conference bridges, identifying resources, and documenting timelines of events.
• Monitor planned and unplanned service-impacting changes.
• Assist with the preparation and distribution of Outage Notifications, Resolution Notifications, Advisory Notifications, Planned Outage Notifications, and updates.
• Assist with SharePoint Outage Tracker entries and updates.
• Establish conference bridges for Severity Level 1/2 incidents and engage resources.
• Archive the Daily Operations Report and Shift Change Log.
• Perform trend analysis, incident reviews, and service-status reporting.
• Review the status of Critical Site Tickets and drive them to closure.
• Review tickets with prolonged resolution times and drive to closure.
• Provide Situational Awareness support to the customer, including updating reports and logs.
• Leverage Enterprise Management tools to correlate service impacts and SLA compliance.
• Proactively monitor high-priority incidents affecting VIP personnel and critical services.
• Support Government’s Situational Awareness efforts and correlate impacts to Enterprise Operations.
• Provide operational coordination for network Event and Incident Management functions.
• Prepare daily network availability briefings, charts, and reports for Government leadership.
• Support Government by performing daily ad hoc taskings.
• Generate Situational Awareness notifications for customer distribution.
• Provide technical assistance in support of assigned duties.
• Coordinate, data collection, and support for the After-Action Report process.
• Integrate ITIL v3 best practices into documentation and governance.
• Demonstrate understanding of network services and Carrier Ethernet technologies.
• Collect incident information through customer interactions and self-service support tools.
• Track incidents from identification through resolution with end-to-end quality.
• Conduct initial assessment, triage, research, and resolution of basic incidents and service requests.
• Communicate status and progress updates in a timely manner.
• Engage Service Desk and other resources to resolve incidents beyond the scope of individual responsibility.

Job description

Job Title: Integrated Shift Supervisor - Night Shift

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

* * *

The Shift Supervisor is responsible for directing on-shift personnel and providing oversight and coordination across a multi-source service environment in support of the COMM Network Operations Center (NOC). This role ensures incidents are properly monitored, tracked, prioritized, and escalated according to established severity levels, particularly those impacting critical business functions. The Shift Supervisor is also responsible for maintaining situational awareness of operational conditions and communicating significant incidents, anomalies, and service impacts to appropriate leadership.

Given the proactive nature of the position, the Shift Supervisor must possess strong operational leadership experience, sound decision-making skills, and the ability to effectively direct resources supporting mission-critical operations in a fast-paced environment.

Work Schedule:

Panama Schedule (2 on, 2 off, 3 on, 2 off, 2 on, 3 off)

12-hour shifts: 1800 - 0600

Position Responsibilities

• Monitor and track service-impacting changes within the Enterprise infrastructure.
• Work with Service Operations staff during the installation, upgrade, or decommissioning of infrastructure equipment and software to monitor and assess potential impacts to the Enterprise.
• Monitor and analyze critical incident alerts related to outages or service degradations affecting the Enterprise using enterprise monitoring tools.
• Assist with the development and maintenance of standard operating monitoring procedures.
• Support Major Incident Severity Level calls, including establishing conference bridges, identifying appropriate service-line resources, and documenting timelines of events.
• Monitor planned and unplanned service-impacting changes.
• Assist with the preparation and distribution of Outage Notifications, Resolution Notifications, Advisory Notifications, Planned Outage Notifications, and associated updates.
• Assist with SharePoint Outage Tracker entries and updates.
• Assist with establishing conference bridges in support of Severity Level 1 and Severity Level 2 incidents and engage appropriate resources.
• Archive the Daily Operations Report and Shift Change Log (Day Shift).
• Perform trend analysis, incident reviews, recommendations, and service-status reporting through established reporting mechanisms, as requested.
• Review the status of Critical Site Tickets and drive them to closure whenever possible.
• Review the status of tickets experiencing prolonged resolution times or multiple transfers and drive them to closure whenever possible.
• Provide Situational Awareness support to the customer, including updating reports, maintaining documentation and master station logs, monitoring chat rooms, and communicating ongoing operational impacts.
• Leverage Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreement (SLA) compliance, and other service-related trends.
• Proactively monitor high-priority incidents affecting VIP personnel and mission-, business-, or enterprise-critical services.
• Support the Government's Situational Awareness efforts regarding world, national, and local events (e.g., natural disasters, civil unrest, low-intensity conflicts, and acts of terrorism) and correlate potential impacts to Enterprise Operations Squadron-managed systems.
• Provide operational coordination for network Event and Incident Management functions.
• Prepare daily network availability briefings, charts, and reports for customer distribution to Government leadership.
• Support the Government by performing daily ad hoc taskings as requested by the customer.
• Generate Situational Awareness notifications through various messaging systems for customer distribution.
• Provide technical assistance, when requested by the customer, in support of assigned duties.
• Provide coordination, data collection, and support for the After-Action Report (AAR) process.
• Integrate ITIL v3 best practices into existing documentation, recommend process improvements, and assist with maintaining governance documentation.
• Demonstrate an understanding of network services and Carrier Ethernet technologies.
• Collect incident information through customer interactions and self-service support tools.
• Track incidents and requests from identification through resolution, ensuring a quality end-to-end customer experience.
• Conduct initial assessment, triage, research, and resolution of basic incidents and service requests involving application software and infrastructure components.
• Communicate status and progress updates in a timely manner.
• Engage Service Desk personnel and other support resources to resolve incidents that exceed the scope of individual responsibility by routing iss