Integrated Operations (IO) Bridge Analyst

CACI International-posted 2 months ago
$67,800 - $142,200/Yr
Full-time • Mid Level
5,001-10,000 employees
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The Integrated Operations (IO) Bridge supports the customer by providing on-site technical expertise to detect, monitor, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, correlation of network incidents, coordination with commercial and external Service Providers, customer impact assessments, coordination of maintenance activities, technical support, report creation, network lockdown support, Incident/Problem Management support, as well as providing some quality assurance and training duties. Work hours will be permanently assigned based on operational requirements: Work hours to be assigned: Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 0600-1800 OR 1800-0600.

  • Maintains an Operations Bridge, collaborating with the Integrated Service Center (ISC) Network Operations Center (NOC), external agencies/customers, and field units.
  • Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations.
  • Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends.
  • Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services.
  • Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts of terrorism) and correlates impacts to Network Operations Squadron managed and monitored systems.
  • Ability to conduct trend analysis and support analytical investigation as needed.
  • Provides operational coordination for network Event and Incident Management functions.
  • Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership.
  • Fill-in support for Shift Supervisors as needed.
  • After hours support for Enterprise IT Maintenance Coordinator.
  • Facilitates meetings, coordinate briefing materials with customer.
  • Coordinates planned maintenance and corrective maintenance with commercial carriers and affected customers.
  • Supports the Government by performing daily ad hoc taskings from the Customer.
  • Generates Situational Awareness notification via various messaging systems for distribution to customers.
  • Provides technical assistance, when requested, by the Customer in support of defined duties.
  • Provides coordination, data collection, and other support to the After Action Report process.
  • Integrates ITIL best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation.
  • Demonstrates an understanding of commercial network services, Wavelength, SONET, and Carrier Ethernet.
  • Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
  • Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
  • Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Alerts management to recurring problems and patterns of problems.
  • An Active TS/SCI Clearance with Polygraph.
  • At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent.
  • Shall demonstrate an understanding of commercial network services, wavelength, SONET and carrier ethernet.
  • Excellent written and verbal communications skills.
  • Excellent customer service skills.
  • Proficient writing skills.
  • Experience drafting and briefing presentations and executive level reports.
  • Must be able to review technical documentation and summarize information for executive level review.
  • Working knowledge of network operations and IT services.
  • Operational experience collaborating and directing resources supporting mission critical operations.
  • Must be available for on-call support in the event of a COOP or crisis situation as directed by customer.
  • Current Security+ or any DoD 8140 IAT certification.
  • ITIL 4 Certification - must be obtained within 60 days of start on Program.
  • Healthcare benefits.
  • Wellness benefits.
  • Financial benefits.
  • Retirement benefits.
  • Family support benefits.
  • Continuing education benefits.
  • Time off benefits.
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