Job Description

Description

Description - External

SAIC is looking for an Enterprise Operations Center (EOC) Manager to join our team in Washington, DC at the Department of Transportation (DOT) Headquarters’ Building.  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.

Qualifications - External

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.

Role and Responsibilities

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 and Education Requirements

• 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 Network Operation Center.   At least 5 years of experience interfacing and presenting to executives.  Must possess a Bachelor’s degree. Degree may be substituted with 4 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.  

Preferred Skills

Familiarity with Service Now

Familiarity with BMC Remedy

Technical Writing

Additional Notes

US Citizen or alien who has been lawfully admitted for permanently residence or employment.  Ability to attain a Public Trust clearance. 

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.