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EOC Lead/Manager

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Job ID: 217555
Location: WASHINGTON, DC, United States
Date Posted: Jun 15, 2021
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: No
Benefits: Click here

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Job Description

Description

The EOC operates 24 hours per day, 7 days per week including all Federal Holidays and will utilize appropriate monitoring tools and follow standard incident management processes.

Event & Availability Monitoring:  Respond to events and e-mails from automated tools and outside groups (AT&T), direct checks of critical systems. Provide proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware, and network), respond to messages, and take corrective action as defined.

 

Job Description

 

The Enterprise Operations Manager/Lead shall manage and provide related liaison services for IP TV, Cable TV, storage, server, offsite data center(s), temperature and physical access systems, and appropriate response to Infrastructure and Network incidents throughout the DOT COE environment.   Shall report, track, and provide related liaison services for network services and service degradation/outage.

 

Incident Response includes the following:

 

  • Early analysis; contact POCs for confirmation of event.  
  • Troubleshoot affected CI – ping, log into router/switch to check logs and interface status
  • Escalate – Contact and liaison with DOT Tier III teams, open and assign ITTSM tickets.  Open and manage tickets with outside vendors, e.g., AT&T
  • Communicate – Generate correspondence required for incident management, to include notifications and follow up with modal POCs regarding cyber incidents, service degradations, outages, daily operational status reports, and COE Morning summary report. 
  • Critical Incidents –initiates the Critical Incident Management process and anchors the Incident Response Bridge process.  Takes notes from bridge call to update Outage communications.  Contacts the necessary team members to join bridges.
  • As required, document the Root Cause Analysis (RCA) for the incident, gather and process the required information, and assign a sequential RCA number to the new document.  Identify what RCA information can be moved to the knowledge management repository.
  • Maintain an online RCA library (Deliverable 3.1), currently hosted in the Microsoft SharePoint application, and upload newly created and fully executed RCA’s to the designated directory within the library.
  • Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours (i.e., Hands-on at Data Center, escort un-badged personnel in Data Center).
  • Knowledge Management and Documentation – maintain POC and site information for remote sites, create and update SOPs for IMC processes.
  • Generate and distribute daily and weekly reports

Qualifications

Qualifications

 

  • At least 5 years of related management experience with an emphasis on Service Desk and End User Computing programs and/or projects, including field support, desktop support, and call center management
  • At least 5 years of proven experience managing a program with at least 100 personnel delivering End User Operations Support Services. At least 5 years of experience interfacing and presenting to executives.  Must possess a Bachelor’s degree. Degree may be substituted with 8 additional years of related experience.
  • Must have a minimum of 5 years of experience in leading and managing an IT service desk for enterprises.
  • Experience in providing service delivery to achieve defined SLAs.  ITILv3 and HDI Support Center Manager (HDI-SCM) Certification also preferred. 
  • Bachelor of Computer Science, Information Systems or related field preferred.  



Overview

SAIC is a premier technology integrator solving our nation's modernization and readiness challenges. Our offerings across defense, space, civilian, and intelligence markets include high-end solutions in engineering, IT, and mission outcomes. We integrate the best components from our portfolio with our partner's ecosystem to deliver innovative and effective solutions. We are 25,500 strong; driven by mission, united by purpose, and inspired by opportunities. Headquartered in Reston, VA, SAIC has annual revenues of nearly $7.1 billion. For information, visit saic.com or Working at SAIC for benefits details. SAIC is an Equal Opportunity Employer empowering people no matter their race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or veteran status. We strive to create a diverse, inclusive and respectful work culture that values all.

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