Space Development Agency (SDA) NOC Technician IV

Leidos•Shiloh, IL

10h

About The Position

Our customer is the Defense Information Systems Agency (DISA) and acts as the provider of GIG/Defense Information System Network (DISN) services to its customers, the Department of Defense (DoD) and national security organizations. This position directly supports the DISA-provided GIG capabilities and services in the 24x& DISA Global Operations Center (DGOC). The Leidos Digital Modernization Sector and Global Solutions Management-Operations II (GSMO-II) have an opening in our Space Development Agency (SDA) Operations Support Cell for a Network Technician at Scott AFB, IL. This position requires U.S. citizenship and an active Top Secret clearance.

Requirements

Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.
Ability to work in a 24/7 operation.
Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
Advanced Knowledge in four or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching.
General understanding of network topologies, both transport and IP.
Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.
High school and 3-5 years of experience

Responsibilities

Create and update tickets utilizing Service Now.
Independently triages and manages ticket queue in respective technology, and provides feedback and guidance for tickets of concern
Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
Incident Correlation and Fault Analysis: o Proactively analyze alarms o Provide detailed analyses leading to resolution of the alarm conditions, including filtering and correlating fault information o Identifying the fault condition and its impacts o Isolating root causes o Coordinating correction of fault situations regardless of the fault in the infrastructure. o Assist in developing and maintaining a centralized, known error database containing defects, failures, causes, and repair actions including workarounds taken to resolve these failures in support of incident and problem resolution.
Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.
Incident Analysis (Fault Isolation): o Support the fault isolation process o Diagnoses and troubleshoot utilizing procedures to isolate where the fault occurs o Identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities. o Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment
Support all customers to include providing global situational awareness support.
Fault Correction: o Correct/replace faulty network elements, coordinating with other service providers as necessary.
Verify that service has been restored upon resolution of all customer-initiated tickets.
Network/Service Restoration: o Restore networks and service to full operation o Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and customer negotiated SLAs. o Identify failures that are attributable to a different causes and impacts o Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs). o Reroute routine circuits within 24 hours of notification o Documenting reroute in the configuration management database (CMDB). o Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in ticket.
Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined.
Works directly with leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.
Incident Escalation: o Fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II.
Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
Demonstrate knowledge of training, standard operating procedures, and tools within O&M.
Evaluates and provides feedback for training, standard operating procedures, and tools.
Assist in monitoring training Network controllers within O&M.
Assist in training junior-level Network controllers within O&M.
Effectively communicates with the O&M team, the customer and outside leadership to obtain or provide information on significant events or changes within the DISN.
Provide technical advice and insight to peers, leadership, other NOCs within O&M, and customers to assist in resolution of complex issues.
Demonstrates comprehensive understanding of and ability to apply principles, theories, and concepts of networking and has a broad understanding of other related specialty areas.
Provide advanced level technical support of the DISN customer.
Independently works on projects or assignments for future operations within O&M and impacting the DISN
Resolve multi-layer complex issues that cross several NOC or domain within O&M
Demonstrate extensive proficiency in specialized functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.