Enterprise Operations Center Supervisor

SAIC•Washington, DC

6d•Onsite

About The Position

SAIC is seeking an Enterprise Operations Center Supervisor to support the Department of Transportation at its Washington, D.C. Headquarters. The Enterprise Operations Center operates 24 hours a day, seven days a week, including all Federal holidays. The position uses monitoring tools and standard incident management processes to monitor enterprise infrastructure and systems, respond to events and alerts, coordinate resolutions, and support incident communications and documentation. 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 a green card holder who has resided in the United States 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 ServiceNow.
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 corrective action as defined.
Perform day-to-day system monitoring for events and alerts, coordinate and manage their resolution, and identify problem areas.
Analyze events and contact points of contact to confirm incidents.
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 and opening and assigning ITTSM tickets.
Open and manage tickets with outside vendors, such as AT&T.
Prepare incident-management communications, including notifications and follow-up with modal points of contact about 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.
Document incident root cause analyses as required, gather and process 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 support in the data center and escorting unbadged personnel.
Maintain remote-site point-of-contact and site information, create and update SOPs for IMC processes, and generate and distribute daily and weekly reports.
Apply fundamental concepts, processes, practices, and procedures to technical assignments.