Enterprise Operations Center Specialist Junior

SAIC•Washington, DC

7d•Onsite

About The Position

This position is in Washington, DC at the Department of Transportation (DOT) Headquarters’ Building. The EOC operates 24 hours per day, 7 days per week including all Federal Holidays and will utilize appropriate monitoring tools and follow standard incident management processes. Event & Availability Monitoring: Respond to events and e-mails from automated tools and outside groups (AT&T), direct checks of critical systems. Provide proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware, and network), respond to messages, and take corrective action as defined.

Requirements

Ability to respond to events and emails from automated tools and outside groups (AT&T).
Ability to perform direct checks of critical systems.
Ability to provide proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware, and network).
Ability to respond to messages and take corrective action as defined.
Ability to contact POCs for confirmation of events.
Ability to troubleshoot affected CI (ping, log into router/switch to check logs and interface status).
Ability to contact and liaison with DOT Tier III teams.
Ability to open and assign ITTSM tickets.
Ability to open and manage tickets with outside vendors (e.g., AT&T).
Ability to generate correspondence for incident management (notifications, follow-ups).
Ability to follow up with modal POCs regarding cyber incidents, service degradations, outages, daily operational status reports, and COE Morning summary report.
Ability to initiate the Critical Incident Management process.
Ability to anchor the Incident Response Bridge process.
Ability to take notes from bridge calls to update Outage communications.
Ability to contact necessary team members to join bridges.
Ability to document Root Cause Analysis (RCA) for incidents.
Ability to gather and process required information for RCA.
Ability to assign a sequential RCA number to new documents.
Ability to identify RCA information for the knowledge management repository.
Ability to act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours.
Ability to perform hands-on work at the Data Center.
Ability to escort un-badged personnel in the Data Center.
Ability to maintain POC and site information for remote sites.
Ability to create and update SOPs for IMC processes.
Ability to generate and distribute daily and weekly reports.
Ability to perform day-to-day activities to monitor systems for events or alerts.
Ability to coordinate and manage the resolutions of events and alerts.
Ability to monitor and identify problem areas and coordinate resolutions.
Ability to apply fundamental concepts, processes, practices, and procedures on technical assignments.

Responsibilities

Early analysis; contact POCs for confirmation of event.
Troubleshoot affected CI – ping, log into router/switch to check logs and interface status.
Escalate – Contact and liaison with DOT Tier III teams, open and assign ITTSM tickets. Open and manage tickets with outside vendors, e.g., AT&T.
Communicate – Generate correspondence required for incident management, to include notifications and follow up with modal POCs regarding cyber incidents, service degradations, outages, daily operational status reports, and COE Morning summary report.
Critical Incidents –initiates the Critical Incident Management process and anchors the Incident Response Bridge process. Takes notes from bridge call to update Outage communications. Contacts the necessary team members to join bridges.
As required, document the Root Cause Analysis (RCA) for the incident, gather and process the required information, and assign a sequential RCA number to the new document. Identify what RCA information can be moved to the knowledge management repository.
Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours (i.e., Hands-on at Data Center, escort un-badged personnel in Data Center).
Knowledge Management and Documentation – maintain POC and site information for remote sites, create and update SOPs for IMC processes.
Generate and distribute daily and weekly reports.
Performs day-to-day activities required to monitor systems for events or alerts. Coordinates and manages the resolutions of events and alerts. Monitors and identifies problem areas and coordinates resolutions. Applies fundamental concepts, processes, practices, and procedures on technical assignments.