Network Watch Officer at SAIC

Quantico, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Apr, 26

Salary

0.0

Posted On

11 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Troubleshooting, Communication Skills, Fault Monitoring, Performance Monitoring, Service Management, ITIL Framework, Documentation, Customer Support, Network Operations, Technical User Guides, Knowledge Management, Escalation Procedures, Metrics Definition, Problem Management, Change Management

Industry

Defense and Space Manufacturing

Description

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize, and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector of SAIC is seeking a Network Watch Officer to support a transformational infrastructure program for DCSA. SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies. Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single environment (i.e. One IT). The ONE IT Network Watch Officer will have experience managing incidents in a Network Operations Center or equivalent operations center supporting the resolution of Major Incidents for an enterprise or government agency. This position is M-F 0800 - 1600, onsite at a government facility (Quantico, Virginia). Key duties include: • Monitor and support incident management in production, development, and test environments in all data centers used by the client. • Provide a central point for coordination of incidents that arise in all environments. Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion. • Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community. • Define and document metrics to judge efficiency and effectiveness of Incident Management Process (i.e. Mean Time to Repair, Mean Time Between Failures, Repeat Incidents). • Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents. • Populate Knowledge Management Database with known troubleshooting procedures. Develop “lessons learned” on all escalated incidents. • Escalate incidents in accordance with established escalation procedures. • Report on previous business day's Enterprise Operations Center call volume and SLAs to be incorporated into the CIO Morning Meeting report slides (content may change as the Government reporting requirements change over time). • Report monthly on outstanding tickets dependent on third party action. • Proactively identify opportunities for process and/or documentation improvement. • Support the development of monthly Enterprise Operations Center reporting for SLAs and KPIs. • Performs all functional duties independently. • Other duties as assigned. It is required that the Network Watch Officer have the following qualifications: • BA/BS and 6 or more years of experience. • 4 years of additional experience may be substituted for a Bachelor's degree, 2 years of additional experience may be substituted for a Master's degree. • An active Top Secret clearance with SCI eligibility • IAT-II Certification (i.e., Security +, etc.) • 3+ years of experience with Fault and Performance monitoring and reporting tools such as: SolarWinds, app dynamics, Cisco utilities, etc. • 3 years of experience with working with incident management tools such as ServiceNow, etc. • 3 years engineering experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment. • 3 years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA). • 2+ years of proven demonstrated troubleshooting skills; highly skilled in the implementation, integration, testing and support of distributed applications. • Excellent communication skills: experience working with technical and functional resources; experience presenting information to client/senior leadership.

Responsibilities

The Network Watch Officer will monitor and support incident management across various environments, coordinating incidents and ensuring quick service restoration. They will also define metrics for incident management efficiency and maintain documentation.