Enterprise Monitoring Analyst

CACI International•Springfield, VA

4d•$61,100 - $122,200•Onsite

About The Position

The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the exchange of situational awareness information, based on the correlation of alerts, network incidents, and maintenance activities. Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations. Work hours to be assigned: Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts (6pm - 6am).

Requirements

An Active TS/SCI Clearance with Polygraph
One (1) DoD 8140 IAT Level 1 (or higher certification) to start on Program – (Network+, A+, CCNA-Security, CND, SSCP)
5 years + experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
Working knowledge of ITIL 4 lexicon and framework
Excellent written and verbal communications skills
Excellent customer service skills
Proficient writing skills
Must be able to review technical documentation and summaries information for executive level review
Working knowledge of network operations and IT services

Nice To Haves

Proficient in word processing, spreadsheets, and desktop applications
Strong communication and interpersonal skills
Strong logic and analytical skills
Strong customer service skills and experience
Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment
Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems
ITIL 4

Responsibilities

Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units
Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations
Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends
Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services
Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems
Provides operational coordination for network Event and Incident Management functions
Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership
Supports the Government by performing daily ad hoc tasking from the Customer
Generates Situational Awareness notification via various messaging systems for distribution to customers
Provides technical assistance, when requested, by the Customer in support of defined duties
Provides, data collection, and other support to the After Action Report process
Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation
Demonstrates an understanding of LAN/WAN network services, and Carrier Ethernet
Responsible for collection of incident information through customer conversation, and self-service support tools.
Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
Executes against established Service Level Agreements (SLA).
Alerts management to recurring problems and patterns of problems