Description
Operations Center - Junior Watch Officer, provides leadership and management for the IT Service Organization Operations Center support networking, voice services, security operations, enterprise mobility, email, and other related collaboration, communications and messaging systems for the Department of State worldwide. Develops and initiates, maintains, and revises policies and procedures for the general operation of the Operations Center within the Vanguard 2.2.1 Program.
The shift is Tuesday- Saturday, 9:30pm - 6:30AM.
The position may allow temporary hybrid remote work due to Covid-19. Position may be called back onsite at any time at the customer's request. Several weeks of onsite training is required.
The Technical Effort includes:
Serves as the primary point of contact for Enterprise Incidents and Changes for the Operations Center on the assigned shift.
Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging.
Develops and manages ITIL-based services using Service Operations, Service Transition and Continual Service Improvement methodologies.
Interfaces, coordinates, and resolves issues with multiple senior government managers and worldwide embassies and posts.
Conducts data analysis independently and in coordination with service areas to quickly identify system and service issues.
Conducts long range tracking of system and service quality and continuity of operations (i.e. Crisis events, power outages and enterprise projects).
Frequently interacts with outside customers and functional peer groups.
Provides programmatic and technical guidance to other personnel as needed.
Develops or updates written procedures related to service activities.
Ensures that internal controls are in place and operating effectively.
Fosters a comprehensive understanding of how all areas collectively integrate and contribute towards achieving the Operation Center's objectives.
Completes performance monitoring during the shift and actions taken if warranted.
Ensure that the Ops Center has the minimum staff members to ensure adequate coverage at all times.
Be familiar with the Escalating procedures of all other operation centers.
Ensure that all outages and issues are reported in a accurate and timely fashion.
Qualifications
Required Education & Experience
Bachelors degree in the field of Computer Science or IT and two (2) years or more experience; Additional related experience may be accepted in lieu of degree.
Technical Experience in one or more of the following areas:
Strong Networking background.
Working knowledge of WAN technologies.
Working knowledge of TCP/IP LAN technologies.
Knowledge of enterprise network operations and computing technologies including MS Exchange 2010, MS O365, Active Directory, MS Exchange.
Teamwork and Diversity
Ability to work effectively in a team environment and contribute towards program goals.
Willingness to exercise initiative with focus on enhancing the team effort.
Ability to acknowledge, respect and appreciate each team member's contributions and find value in diverse cultures and perspective.
Ability to exercise fairness in dealings without regard to race, color, creed, national origin, religion, sex, sexual orientation, or political affiliation.
Communication
Ability to communicate (orally and in writing) difficult/sensitive information tactfully and in accordance with established communication security policies to senior level management.
Ability to escalate issues in timing with standing operating procedures.
Customer Service:
Ability to cordially assist and maintain professionalism in high-stress environments.
Ability to employ unbiased listening and be responsive to customer questions and requests.
Sustained focus and interest in problem solving.
Required Clearance
US Citizenship.
Ability to obtain Top Secret Clearance.
Ability to obtain an interim secret clearance prior to starting work.
Active Secret or Top Secret Clearance preferred.
Desired
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site. REQNUMBER: 2314561
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