The Enterprise Watch Officer will act as central point of escalation and incident manager for IT infrastructure and network management throughout the Department; this includes the monitoring, coordination, notification, and alerts and in some cases leading the resolution for incidents. Receive incidents from other DHS Component NOCs and in that capacity will coordinate the resolution, Reason for Outage (RFO), Root Cause Analysis (RCA), and keep DHS leadership aware of the evolution of the incident resolution. Provide correlation and trend analysis services for the Department based on inputs from functional departments, DHS Components, and Service Providers for the purpose of coordinating the appropriate response to promote effective and efficient IT operations.
In particular, this role is the primary shift point of contact and is expected to:
Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving the issue
Manage and oversea the implementation of the Incident Management Process
Provide information and status updates to leadership on priority incidents and enterprise wide outages
Work in collaboration with Tier 1 to identify when multiple calls are being placed for the same incident to roll up into a master ticket
Complete shift turnover and brief next shift on operational activities
Escalate all issues that cannot be resolved at a Tier 2 level to Tier 3
Ensure management is aware of any incidents causing a disruption to day to day operations
Keep track of Service Provider Maintenance and report as needed
Act as an escalation point for NOC operations
Provide on-call support as needed
Education and Requirements:
Must be able to obtain/maintain an EOD Suitability clearance
Typically requires a bachelor’s degree or equivalent
Minimum three years of incident management work experience in an Enterprise IT operations environment
Must have documented 3+ years routing/switching experience in an operational support capacity within a Wide Area Networks (WAN) with:
Knowledge of networking fundamentals
Hands on experience with Spectrum
Understanding of ITIL service delivery concepts
Experience working in a Network Operations Center
Working knowledge of ServiceNow; creating, updating and closing tickets
Excellent verbal and written communication
These Qualifications are nice to have:
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
This position description is not an active opening but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.
US-National Harbor-MD-MARYLAND SUBURBAN
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.