Night Shift IT Operations Lead — Mission-Critical

CACI; Springfield (VA); Presencial; USD 90 000 - 140 000; Tempo integral

Resumo da oferta

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.

Responsabilidades

• 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.

Descrição da oferta de emprego

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.