Integrated Operations (IO) Bridge Analyst - Day Shift

CACI International•Springfield, VA

51d•$70,800 - $148,600•Onsite

About The Position

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 or 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.

Requirements

Minimum Clearance Required to Start: TS/SCI with Polygraph
Demonstrates an understanding of commercial network services, Wavelength, SONET, and Carrier Ethernet

Nice To Haves

Fill-in support for Shift Supervisors as needed
After hours support for Enterprise IT Maintenance Coordinator

Responsibilities

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 or 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