GDIT is seeking a TOC Engineer\Incident Manager to join our Technical Operations Center (TOC) for the National Institute of Health (NIH) Center for Information Technology (CIT) program. This role requires coordination and multi-tasking skills to advise and dispatch technicians and engineering teams, who then resolve enterprise-wide technical issues. Candidates will provide eyes on glass monitoring of the network infrastructure and will investigate, verify, report, communicate and escalate any issues. Strong technical writing skills are required to author communications that are sent out to the NIH user community and NIH leadership about outages, upgrades, IT challenges, etc. Candidates will also work with the technical teams to write up outage summaries and lessons learned reports for senior management to understand the impact to the NIH community and corrections to avoid future occurrences. You will have the opportunity to work across a wide variety of IT issues and learn about many different technologies; with the opportunity to grow into more advanced roles.
This team provides 24x7x365 support to the NIH user community. We are hiring for the swing shift, Tuesday through Saturday, 2pm-10:30pm (including holidays if that date falls on your schedule). Program covers a 24/7 operation and members are asked to be flexible in providing coverage outside of their normal shift hours, when the need arises. Position is for full time employment with GDIT and is an on-site position based at our client's office in Bethesda, MD.
Provide eyes on glass monitoring using various monitoring tools such as Monolith, Splunk, and Grafana, SiteScope, SCOM, SL1 and xMatters
Investigate and verify alerts and reported issues
Escalate issues to the Tier 2 network operations team when necessary
Access devices and analyze graphing
Review device logs documentation and analysis
Perform Firewall Utilization Monitoring
Perform real time monitoring of vital TIC connections
Provide general event management and communication management support for the NIH
Support a 24x7 system monitoring service to proactively identify and assess problems before the customer reports them
Support response time -ensuring system information, contact information and processes are in place to coordinate the necessary IT response to system problems.
Coordinate and facilitate conference bridges as part of even management.
Provide Prevention Support: Coordinate necessary changes in system information, contact information and existing processes to prevent recurrence of problems.
Rely on your teammates and be an active collaborator and participant within the group.
Expertly handle customer requests for IT communication efforts including calendar postings, bulletin board postings, maintenance window date coordination, customer notifications, meeting minutes processing, report preparation and publication, meeting setup, ticket review, etc. Customers of this position are end users, service owners and IT managers.
Provide event management and problem management support to service owners and IT managers.
Author reports, participate in incident review meetings, facilitate active problem management activities, routinely follow up on long-term problems, prepare data for status/findings presentations, prepare flowcharts and draft process documents for team activities.
Communicate an honest interpretation of data to all stakeholders; support and facilitate open communication between all stakeholders.
Provide "proactive reaction" by acting upon alarming data before system outages occur; and be aware of incidents before the customer makes an inquiry
Provide support to the technical team to help minimize non-scheduled outage times of all IT systems
AA/AS and 3+years’ of experience or equivalent combination such as Bachelor’s degree and 1+ years’ experience or no degree and at least 5 years in a help desk / service desk, customer service, or NOC technician type roles.
1+ year IT experience and understanding networking and/or network monitoring tools.
Strong written and verbal communication
Working knowledge of IT Infrastructure Operations (such as systems and network administration, security, various tools, etc.)
Familiarity with ITIL
Experience working in Incident Response
Experience with the following monitoring and reporting tools:
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT 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, or veteran status, or any other protected class.