IT Incident Response Officer
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 an IT Incident Response Officer to provide continuous (24 hours a day, 7 days a week, 365 days a year) enterprise-wide situational awareness and serve as the central point for collecting and fusing information from all enterprise IT services including DHS Enterprise Datacenters, DHS NOCs, DHS application owners, Service Providers for the Technical Operations Center.
This position requires a minimum of 3 days on-site in Arlington, VA.
We are hiring for three shifts: 6am to 2:30 pm M-F, 9am to 5:30pm M-F and 1pm to 10pm M-F. All shifts required rotating on-call support.
About the Role:
Our IT Incident Response Officer will act as central point of escalation and incident manager for IT infrastructure, systems and enterprise applications; this includes the monitoring, coordination, notification, and alerts and in some cases leading the resolution for incidents. Candidates 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 oversee the implementation of the Incident/Problem 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 app, system and network operations
Required Qualifications:
Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
Bachelor's degree or equivalent + 10 applicable years
Knowledge of networking fundamentals
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
Preferred Qualifications:
ITIL Foundations, Network+, CCENT, Security 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 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.
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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.
Learn more about CACI here. (https://careers.caci.com/global/en/life-at-caci)
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. Learn more here (https://careers.caci.com/global/en/employee-benefits) .
The proposed salary range for this position is:
$94,400 - $198,300
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
