Enterprise Operations Center Supervisor

Position Overview

SAIC is currently seeking an Enterprise Operations Center Supervisor. 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.