NOSC Infrastructure Senior Watch Officer Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Local
CACI is seeking a NOSC Infrastructure Senior Watch Officer Lead to support the Department of Homeland Security (DHS) Network Operations Support Center (NOSC) Infrastructure team. The NOSC provides 24x7x365 support to perform proactive and continuous monitoring of the DHS networks. The Senior Watch Officer Lead will act as the central point of escalation and incident manager for IT infrastructure and network management throughout the Department; this includes the monitoring, coordination, notification, 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. Additionally responsible for supervision and management of other Watch Officers who perform 24x7x365 support to DHS NOSC.
Shifts:
- Sun – Tues and every other Wed, 7:00 AM to 7:30 PM
- Sun – Tues and every other Wed, 7:00 PM to 7:30 AM
- Thurs – Sat and every other Wed, 7:00 AM to 7:30 PM
- Thurs – Sat and every other Wed, 7:00 PM to 7:30 AM
The work location for this position is the Nebraska Ave Complex (NAC) in Washington, DC, currently with telework authorized with a signed telework plan agreement. The candidate must live in the National Capital Region (NCR) commuting area (Washington DC, Maryland, Virginia area) and be able to commute to the NAC when required.
About the Role:
As a NOSC Infrastructure Senior Watch Officer Lead you will work with Federal Watch Officers as the 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. Additional responsibilities include, but are not limited to:
- Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving the issues.
- Manage and oversee enterprise Incidents to ensure and expedite resolutions.
- Provide information and status updates to leadership on priority incidents and enterprise-wide outages.
- Work in collaboration with Tier 1 support to identify when multiple calls are being placed/received for the same incident and transition all info into a master ticket.
- Establish, lead, and manage bridge calls with all parties involved to proactively monitor incident troubleshooting and communication efforts thru resolution.
- 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 NOSC operations.
- Available to provide on-call support as needed.
- Manage Contractor Watch Officer staff (review and approve timesheets; ensure optimal shift coverage and performance; conduct quarterly touchpoints; and annual salary planning and reviews).
Required Qualifications:
- Ability to obtain DoD Security Clearance.
- Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred.
- Bachelor’s degree and 8+ years’ experience in a related field (Equivalencies include High School Diploma/GED + 14 Years’, or Associate degree + 12 Years’, or a Master’s degree +3 Years’ experience).
- 4+ years of incident management work experience in an Enterprise IT operations environment.
- 5+ years routing/switching experience in an operational support capacity within a Wide Area Networks (WAN) with knowledge of networking fundamentals and experience using Spectrum and/or a similar network monitoring tool.
- Excellent verbal and written communication skills.
- Excellent interpersonal skills and able to relate effectively with program employees, government / client representatives, and internal organizational functional representatives.
- A collaborative, team-centric attitude and enthusiasm that encourages outreach and partnership.
- Ability to manage multiple projects and requirements simultaneously in a diverse and dynamic environment with short-notice and under high pressure in high visibility situations.
Preferred Qualifications:
- Network+, ITIL Foundations, Network+, CCENT, and/or Security+ certification(s).
- Working knowledge of ServiceNow; creating, updating, and closing tickets.
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
The proposed salary range for this position is: $78,700 - $165,300
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.
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