Watch Officer Lead

SOSi•Camp HM Smith, HI

12d•Onsite

About The Position

This role is for a Watch Officer Lead responsible for mission visibility at Camp H.M. Smith, overseeing the operational picture across MAVEN Smart System (MSS), SolarWinds, and enterprise dashboards. The position involves leading situational awareness, driving outage coordination, and ensuring senior leaders have necessary information. Responsibilities include tracking Priority tickets, translating network disruptions into actionable insights, and operating at the center of mission execution where speed, accuracy, and leadership are critical.

Requirements

An active in scope TS/SCI security clearance.
Bachelor’s degree in Information Technology, Computer Science, Network Operations, Systems Administration, Business, Operations Management, or related field; equivalent operational experience may be considered.
Minimum 7+ years of experience in a Watch Officer, Lead Watch Officer, NOC, enterprise operations, service desk, systems operations, network operations, or mission operations environment.
DoD 8570 / 8140 certification required or obtainable based on contract requirements.
Demonstrated experience leading operational teams, watch floor personnel, outage coordination, Priority ticket tracking, or enterprise service reporting.
Experience monitoring, managing, maintaining, or reporting from enterprise dashboards, preferably MAVEN Smart System (MSS), SolarWinds, or similar operational visibility platforms.
Experience tracking or coordinating Priority tickets, network outages, service degradations, system outages, or mission-impacting operational events.
Working knowledge of network operations, systems operations, enterprise services, infrastructure dependencies, and IT service management processes.
Familiarity with ticketing systems such as ServiceNow, Remedy, Jira, or equivalent platforms.
Ability to review dashboard data, validate operational status, identify reporting gaps, and communicate outage impact clearly.
Ability to report operational information to TNCC Watch, Government leadership, senior military leaders, and General Officer-level audiences.
Strong written communication skills for watch logs, ticket updates, outage summaries, executive reports, leadership briefs, and shift turnovers.
Ability to lead coordination efforts during high-pressure operational events involving multiple teams and stakeholders.
Ability to remain calm under pressure while managing multiple high-priority operational issues.
Willingness to learn and take ownership of MSS, SolarWinds, command-specific dashboards, and local reporting procedures.

Nice To Haves

Direct experience managing, maintaining, or reporting from MAVEN Smart System (MSS) dashboards.
Direct experience managing, maintaining, or reporting from SolarWinds dashboards.
Prior experience serving as a Watch Officer Lead, Lead Watch Officer, Watch Floor Lead, NOC Lead, Operations Lead, Battle Captain, or senior shift representative.
Prior experience supporting TNCC, INDOPACOM, DISA, NSOC, NOC, or military watch floor environments.
Experience supporting 24/5 or 24/7 mission operations.
Experience briefing TNCC Watch, Government leadership, senior civilians, military officers, or General Officer-level audiences.
Experience with MSS, SolarWinds, Power BI, ServiceNow, Remedy, Jira, SharePoint, or similar enterprise reporting platforms.
Understanding of outage management, escalation criteria, SLAs, service restoration processes, operational impact reporting, and senior-leader communication.
Familiarity with basic routing, switching, circuits, firewalls, identity services, endpoint services, servers, cloud services, and enterprise application dependencies.
Prior military, DoD, federal, or contractor support experience.
Certifications such as Security+, Network+, ITIL, CCNA, or equivalent preferred.

Responsibilities

Serve as the senior operational lead for MAVEN Smart System (MSS) and SolarWinds dashboard ownership, reporting, accuracy, and operational usefulness.
Operate as a peer lead to the DCO Lead and report directly to the INSOC Lead.
Lead the tracking, coordination, and reporting of Priority tickets, major network outages, system outages, service degradations, and mission-impacting infrastructure events.
Maintain real-time situational awareness of affected services, users, locations, circuits, systems, applications, mission partners, outage status, and estimated restoration timelines.
Validate MSS and SolarWinds dashboard information against ticket updates, outage calls, service owner inputs, and operational reporting channels.
Identify and correct gaps in dashboard visibility, stale data, missing service mappings, inaccurate status indicators, and unclear outage reporting.
Coordinate with TNCC Watch, NetOps, SysOps, engineering teams, service owners, help desk, and mission stakeholders to confirm outage status, operational impact, ownership, and restoration timelines.
Report dashboard-driven operational information to TNCC Watch, Government leadership, and General Officer-level audiences.
Translate dashboard data, ticket information, and technical updates into clear operational impact statements for senior leadership.
Ensure Priority tickets and major outage records include accurate timelines, impact statements, troubleshooting updates, assigned owners, escalation actions, and closure notes.
Lead the tracking of open issues, unresolved outages, pending escalations, leadership-directed follow-ups, and restoration actions through completion.
Prepare and deliver outage updates, significant activity summaries, shift turnovers, executive summaries, and GO-level operational reporting.
Lead outage calls, technical bridges, operational synchronization meetings, shift handovers, and leadership update briefs as required.
Establish dashboard review procedures, reporting standards, escalation triggers, and turnover expectations for MSS, SolarWinds, and related operational tools.
Recommend improvements to MSS and SolarWinds dashboards to better support command visibility, outage tracking, service health reporting, and senior-leader decision-making.
Train and mentor watch personnel on the proper use of MSS, SolarWinds, ticketing systems, watch logs, outage reporting, and escalation procedures.
Support the development and refinement of watch floor SOPs, dashboard reporting procedures, escalation processes, shift turnover standards, and outage reporting templates.
Maintain operational awareness across enterprise network, infrastructure, systems, applications, and mission service environments.