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Operations Center - Watch Officer (VG00963)

Job ID: 198944
Location: WASHINGTON, DC, United States
Date Posted: Sep 26, 2019
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Evening Job
Travel: No
Minimum Clearance Required: Interim Top Secret
Clearance Level Must Be Able to Obtain: Top Secret
Potential for Teleworking: No

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Job Description

Description

Job Description:

Operations Center – Watch Officer, provides leadership and management for the IT Service Organization Operations Center support networking, voice services, security operations, enterprise mobility, email, and other related collaboration, communications and messaging systems for the Department of State worldwide.  Develops and initiates, maintains, and revises policies and procedures for the general operation of the Operations Center within the Vanguard 2.2.1 Program.


The Technical Effort includes:
  • Serves as the primary point of contact for Enterprise Incidents and Changes for the Operations Center on the assigned shift.
  • Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging.
  • Develops and manages ITIL-based services using Service Operations, Service Transition and Continual Service Improvement methodologies.
  • Reviews the effectiveness and efficiency of the Incident and Change Management framework and processes.
  • Interfaces, coordinates, and resolves issues with multiple senior government managers and worldwide embassies and posts.
  • Conducts data analysis independently and in coordination with service areas to quickly identify system and service issues.
  • Conducts long range planning to ensure system and service continuity of operations (i.e. power outages and Enterprise-affecting projects).
  • Frequently interacts with outside customers and functional peer groups.
  • Provides programmatic and technical guidance to other personnel as needed.
  • Develops written procedures related to service activities.
  • Ensures that internal controls are in place and operating effectively.
  • Fosters a comprehensive understanding of how all areas collectively integrate and contribute towards achieving the Operation Center’s objectives.
  • Ensures vendor performance during the shift is monitored and actions taken if warranted
  • Ensure that the Ops Center has the minimum staff members to ensure adequate coverage at all times. 
  • Be familiar with the Escalating Procedures of all other operation centers.
  • Ensure that all outages and issues are reported in a accurate and timely fashion.
  • Expertise in Active Directory, Email Operations, or System Administration

Shifts are:
Sun-Thurs 10pm-6am

Qualifications

Required Education and Experience:

BS degree in the field of Computer Science or Information Technology with 8+ years or more of experience; additional years of experience will be accepted in lieu of degree


Communication:

·         Ability to communicate (orally and in writing) difficult/sensitive information tactfully and in accordance with established communication security policies to senior  level management.

·         Ability to escalate issues in timing with standing operating procedures.

 

Customer Service:

·         Ability to cordially assist and maintain professionalism in high-stress environments.

·         Ability to employ unbiased listening and be responsive to customer questions and requests.

·         Sustained focus and interest in problem solving.

 

Technical Expertise:

·         Strong Networking background

·         Working knowledge of WAN technologies.

·         Working knowledge of TCP/IP LAN technologies

·         Knowledge of enterprise network operations and computing technologies including MS Exchange 2003, 2010, AD/Exchange integration, enterprise networks.


Clearance Requirement:

Interim Top Secret in order to start and able to obtain fully adjudicated Top Secret clearance.

Desired Qualifications

 

Formal industry certifications such as Microsoft Certified Systems Engineer (MCSE) and/or Microsoft Certified IT Professional (MCITP – various); CISCO CCNA or Comptia Network+; Experience with HP Openview, Remedy, MS SCOM, NETIQ or NeuralStar



Overview

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

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