Enterprise Operations Center Specialist

SAIC•Washington, DC

5d•Onsite

About The Position

SAIC is seeking a mid-level Enterprise Operations Center Specialist to work at the Department of Transportation Headquarters in Washington, D.C. The Enterprise Operations Center operates 24 hours a day, seven days a week, including all federal holidays. The specialist uses appropriate monitoring tools and standard incident management processes to monitor enterprise infrastructure and systems, respond to events and alerts, coordinate resolutions, and communicate operational status. Shifts are variable. The role includes early event analysis, troubleshooting affected configuration items, escalating issues to DOT Tier III teams and outside vendors, and supporting critical incident response. The specialist also maintains operational documentation and contact information, prepares reports, and provides on-site troubleshooting and repair support during off-hours.

Requirements

At least 2 years of related experience supporting an enterprise operations center and monitoring and managing enterprise systems and networks using advanced technologies and tools.
Must be a U.S. citizen or a green card holder who has resided in the United States for at least 3 years.
Ability to obtain a public trust.

Nice To Haves

4 or more years of related experience supporting an enterprise operations center and monitoring and managing enterprise systems and networks using advanced technologies and tools.
Familiarity with ServiceNow.
Familiarity with OBM.
CompTIA Security+ CE.

Responsibilities

Respond to events and emails from automated tools and outside groups, including AT&T, and directly check critical systems.
Perform proactive and scheduled near-real-time console monitoring of infrastructure and systems, including hardware and networks; respond to messages and take defined corrective actions.
Monitor systems for events and alerts, coordinate their resolution, and identify problem areas.
Apply fundamental concepts, processes, practices, and procedures to technical assignments.
Conduct initial event analysis and contact points of contact to confirm events.
Troubleshoot affected configuration items, including pinging systems and logging into routers or switches to review logs and interface status.
Escalate issues by contacting and liaising with DOT Tier III teams and opening and assigning ITTSM tickets.
Open and manage tickets with outside vendors, such as AT&T.
Prepare incident-management correspondence, including notifications and follow-up with modal points of contact concerning cyber incidents, service degradations, outages, daily operational status reports, and the COE Morning summary report.
Initiate the Critical Incident Management process and anchor the Incident Response Bridge process.
Take notes during bridge calls to update outage communications and contact necessary team members to join bridges.
When required, document incident root cause analyses, gather and process required information, and assign sequential RCA numbers.
Identify root cause analysis information suitable for the knowledge management repository.
Provide on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours, including hands-on data center support and escorting unbadged personnel.
Maintain points-of-contact and site information for remote sites.
Create and update standard operating procedures for IMC processes.
Generate and distribute daily and weekly reports.