NOSC Infrastructure Watch Officer
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local

THE OPPORTUNITY:

CACI is seeking a NOSC Infrastructure Watch Officer to support the Department of Homeland Security (DHS) Network Operations Support Center (NOSC) Infrastructure team. The NOSC provides 24x7x365 support to perform proactive and continuous monitoring of the DHS networks. The Watch Officer will act as the central point of escalation and incident manager for IT infrastructure and network management throughout the Department; this includes the monitoring, coordination, notification, and alerts and in some cases leading the resolution for incidents. Receive incidents from other DHS Component NOCs and in that capacity will coordinate the resolution, Reason for Outage (RFO), Root Cause Analysis (RCA), and keep DHS leadership aware of the evolution of the incident resolution. Provide correlation and trend analysis services for the Department based on inputs from functional departments, DHS Components, and Service Providers for the purpose of coordinating the appropriate response to promote effective and efficient IT operations.
Shifts:

The selected candidate must be flexible, willing, and able to work one of the following shifts (according to the shift assigned by the hiring manager). The shift will be confirmed when a vacancy occurs and will be discussed during the interview or once confirmed.

• Sun – Tues and every other Wed, 7:00 AM to 7:30 PM
• Sun – Tues and every other Wed, 7:00 PM to 7:30 AM
• Thurs – Sat and every other Wed, 7:00 AM to 7:30 PM
• Thurs – Sat and every other Wed, 7:00 PM to 7:30 AM

The work location for this position is the Nebraska Ave Complex (NAC) in Washington, DC, currently with telework authorized with a signed telework plan agreement. The candidate must live in the National Capital Region (NCR) commuting area (Washington DC, Maryland, Virginia area) and be able to commute to the NAC when required.

QUALIFICATIONS:

Required:

• Ability to obtain DoD Security Clearance
• Ability to obtain Department of Homeland Security (DHS) Entry On-Duty (EOD) - Active EOD preferred.
• Bachelor’s degree and 3+ years of relevant experience. (Equivalencies include High School Diploma/GED + 9 Years’, or Associate degree + 6 Years’, or a Master’s degree +1 Years’ experience)
• 3+ years routing/switching experience in an operational support capacity within a Wide Area Networks (WAN) with knowledge of networking fundamentals and experience using Spectrum and/or a similar network monitoring tool.

Desired:

• Network+, ITIL Foundations, Network+, CCENT, and/or Security+ certification(s)
• 5+ years of incident management work experience in an Enterprise IT operations/NOC (Network Operations Center) or similar environment
• Working knowledge of ServiceNow; creating, updating, and closing tickets
• Excellent verbal and written communication skills. Excellent interpersonal skills and able to relate effectively with program employees, government / client representatives, and internal organizational functional representatives.
• A collaborative, team-centric attitude and enthusiasm that encourages outreach and partnership.

• Ability to manage multiple projects and requirements simultaneously in a diverse and dynamic environment with short-notice and under high pressure in high visibility situations.

As a NOSC Infrastructure Watch Officer you will work with Federal Watch Officers as the primary watch shift point of contacts and will be expected to:

• Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving the issues.
• Manage and oversee enterprise Incidents to ensure and expedite resolutions.
• Provide information and status updates to leadership on priority incidents and enterprise-wide outages.
• Work in collaboration with Tier 1 support to identify when multiple calls are being placed/received for the same incident and transition all info into a master ticket.
• Establish, lead, and manage bridge calls with all parties involved to proactively monitor incident troubleshooting and communication efforts thru resolution.
• Complete shift turnover and brief next shift on operational activities
• Escalate all issues that cannot be resolved at a Tier 2 level to Tier 3
• Ensure management is aware of any incidents causing a disruption to day-to-day operations.
• Keep track of Service Provider Maintenance and report as needed.
• Act as an escalation point for NOC operations
• Pull in on-call support when/as needed.