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Job ID: 1928611
Location: WASHINGTON, DC, United States
Date Posted: Dec 17, 2019
Category: Information Technology
Subcategory: Technical Svcs
Shift: Evening Job
Minimum Clearance Required: Secret
Clearance Level Must Be Able to Obtain: None
Potential for Teleworking: No
The MRA Operations Shift Lead is required to function in a leadership, analytical and technical capacity, ensuring that the assigned shift (as part of a 24 x 7 x 365 operations) functions in an effective, efficient and smooth manner. The candidate is required to be able to multitask, ensuring that the Remedy ticket queue, customer calls and designated mailbox(s) that may house requests for assistance, are responded to promptly, effectively and resolved. The individual is required to be able to orchestrate essential functions of the assigned team within the shift, ensuring that incoming calls are responded to promptly, minimizing the number of dropped calls, tickets are created, followed up on, and resolved. The candidate also needs to ensure that all required daily reports, to include the Hot Issues, Turnover, and the MRA Shift Log are prepared correctly, completely and disseminated on time. The candidate must be always cognizant of the shift’s attention and responses to tickets to ensure that all performance metrics are either met or exceeded.
Additionally, ideal candidate will be self-motivated problem solver possessing effective troubleshooting skills as it relates to IT issues.
As essential personnel, the ideal candidate will have a strong sense of commitment to perform appropriate and sufficient staff coverage during the assigned shift. Candidate works closely with the other shift members to coordinate coverage and customer support at all times.
Shift is Mon-Fri 3:30pm-12:15am
Required Education/Experience:Bachelors and 2+ years of experience; Additional years of experience will be accepted in lieu of degree
Currently posses an active secret clearance
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