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Enterprise Operations Center Manager

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Job ID: 2114139
Location: WASHINGTON, DC, United States
Date Posted: Oct 5, 2021
Category: Information Technology
Subcategory: Network Engineer
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 Center Manager 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

Experience: Must have a minimum of 10 years of related experience managing a complex enterprise operation center, providing technical leadership and supervision of operations.  Must possess a Bachelor’s degree. Degree may be substituted with 6 additional years of related experience.

Duties:   Provides technical/management leadership on all enterprise tasks and  technology assignments, to include the supervision of operations within the Enterprise Operations Center (EOC).  Serves as focal point for all concerns and establishes goals and plans that meet project objectives.  Ensures a timely process through which problems are controlled, recognized, researched, and escalated to  parties needed to resolve. Coordinates the  review and update of all documentation used by the EOC staff and ensures that all members of the staff are trained. 



COVID Policy: Prospective and/or new employees will be required to adhere with SAIC's vaccination policy. All SAIC employees must be fully vaccinated and they must submit proof of vaccination on their first day of employment. Prospective or new employees may seek an exemption to the vaccination requirement at Contact Us and must have an approved exemption prior to the start of their employment. Customer site vaccination requirements, if more strict, will take precedence over SAIC's vaccination policy.


Overview

SAIC® is a premier Fortune 500® technology integrator driving our nation's technology transformation. Our robust portfolio of offerings across the defense, space, civilian, and intelligence markets includes secure high-end solutions in engineering, digital, artificial intelligence, and mission solutions. Using our expertise and understanding of existing and emerging technologies, we integrate the best components from our own portfolio and our partner ecosystem to deliver innovative, effective, and efficient solutions that are critical to achieving our customers' missions.

We are more than 26,500 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a respectful work culture based on diversity, equity, and inclusion that values all contributors. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.1 billion. For more information, visit saic.com.

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