Enterprise Operations Center Specialist

Position Overview

SAIC is currently seeking an Enterprise Operations Center Specialist (Mid-level). This position is in Washington, D.C. 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. 

Responsibilities:

• 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.

• Performs day-to-day activities required to monitor systems for events or alerts.Coordinates and manages the resolutions of events and alerts.

• Monitors and identifies problem areas and coordinates resolutions.Applies fundamental concepts, processes, practices, and procedures on technical assignments.

• 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.

• 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.

Shifts: Variable 

Top Qualifications, Skills, Experience or Certifications:

• Must have a minimum of 2 years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.

• 4+ years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools strongly preferred.

Preferred skills and qualifications:

• Familiarity with Service Now

• Familiarity with OBM

• CompTIA Security + CE

Note: Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust.