Enterprise Operations Center Supervisor

SAIC•Washington, DC

13h•Onsite

About The Position

SAIC is seeking an Enterprise Operations Center Supervisor to work at the Department of Transportation (DOT) Headquarters in Washington, D.C. The Enterprise Operations Center (EOC) operates 24 hours a day, seven days a week, including Federal holidays, and uses monitoring tools and standard incident management processes. The position provides operational monitoring, event and incident coordination, troubleshooting, escalation, communications, documentation, and reporting. Shifts are variable.

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

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 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.
Provide proactive and scheduled near-real-time console monitoring of infrastructure and systems, including hardware and networks; respond to messages and take defined corrective action.
Monitor systems for events and alerts, coordinate and manage their resolution, and identify problem areas.
Perform early event analysis and contact points of contact (POCs) to confirm events.
Troubleshoot affected configuration items by pinging systems and logging into routers or switches to check logs and interface status.
Escalate issues by contacting and liaising with DOT Tier III teams, opening and assigning ITTSM tickets, and opening and managing tickets with outside vendors such as AT&T.
Prepare incident-management correspondence, including notifications and follow-up with modal POCs 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 during bridge calls to update outage communications and contact team members to join bridges.
Document root cause analyses (RCAs) as required, gather and process required information, assign sequential RCA numbers, and identify 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 un-badged personnel in the data center.
Maintain POC and remote-site information and create and update standard operating procedures for IMC processes.
Generate and distribute daily and weekly reports.
Apply fundamental concepts, processes, practices, and procedures to technical assignments.