Enterprise Operations Center Specialist

SAIC•Washington, DC

6d•Onsite

About The Position

SAIC is seeking a mid-level Enterprise Operations Center Specialist at the Department of Transportation Headquarters in Washington, D.C. The specialist monitors enterprise infrastructure and systems in near real time, responds to events and alerts, coordinates incident resolution, and follows standard incident management processes. The Enterprise Operations Center operates 24 hours a day, 7 days a week, including Federal holidays, and the position has variable shifts. The role also includes troubleshooting network and system issues, escalating incidents to DOT Tier III teams and outside vendors, managing ITTSM and vendor tickets, communicating incident and outage status, and coordinating critical incident bridges. The specialist documents root-cause analyses, maintains knowledge-management materials and standard operating procedures, supports onsite troubleshooting at the data center during off-hours, and prepares daily and weekly reports.

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 green card holder who has resided in the U.S. for at least 3 years.
Must be able to obtain a public trust.

Nice To Haves

Four 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 Service Now.
Familiarity with OBM.
CompTIA Security+ CE.

Responsibilities

Respond to events and emails from automated tools and outside groups, including AT&T, and perform direct checks of critical systems.
Perform proactive and scheduled console monitoring of infrastructure and systems in near real time, respond to messages, and take corrective actions as defined.
Monitor systems for events and alerts; coordinate and manage their resolution.
Monitor and identify problem areas and coordinate resolutions.
Perform early analysis and contact points of contact to confirm events.
Troubleshoot affected configuration items by pinging devices and checking router or switch logs and interface status.
Escalate incidents and liaise with DOT Tier III teams; open and assign ITTSM tickets and open and manage tickets with outside vendors.
Generate incident-management correspondence, including notifications and follow-ups with modal points of contact regarding 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 for outage communications and contact the required bridge participants.
Document root-cause analyses as required, gather and process information, assign sequential RCA numbers, and identify information for the knowledge-management repository.
Provide onsite troubleshooting and repair support for ExecHelp and Tier III teams during off-hours, including hands-on data center support and escorting unbadged personnel.
Maintain remote-site point-of-contact and site information and create and update standard operating procedures for IMC processes.
Generate and distribute daily and weekly reports.