Primary – The primary duties as assigned for the NOC Operator:
Reacts appropriately to alerts and reports errors as required.
Help/Support Team Lead with managing, recording MIM bridges.
Performs initial investigation and triage of potential incidents to determine relevancy and urgency.
Monitoring of end points on multiple monitoring tools and managing per programs statement of work (SoW).
Creates new incidents for alerts.
Escalation – Ensuring all needed resources are available on the bridge using a variety of media. i.e. paging, instant messaging, etc…
Notification – Record accurately priority 1 and 2 information on the Major Incident Report (MIR) and send to appropriate distribution lists.
Create and relate within Service Now (SNOW) bridge notes within the Incident Alert (IA) module in SNOW.
Align the Shift Turnover – Control Log report with the current Change Advisory Board (CAB) report.
Ensure that Change Requests (CR) in the Turnover Report are listed in their proper programs and status.
Ensure the CR inbox is current.
Keep archived CR’s filed according to Command Center procedures.
Process Reports – Complete various daily, weekly or monthly reports.
Additional duties as assigned
Secondary – The secondary duties as assigned for the NOC Operator:
Provide leadership for the overall management of major outages by keeping resources and the scribe on task toward resolution.
Escalation – Ensure all resources are notified within 5-15 minutes of outage awareness.
Notification – Provide guidance and input for the Major Incident Report (MIR) and ensure it is sent out per expectations.
Oversight for ensuring all tasks are met at the completion of a bridge. i.e. documentation, notifications, wrap-up, etc..
Assumes other Team (Shift) Lead roles as needed, including covering any potential service gaps to ensure business continuity.
Additional duties as assigned
Qualifications and Skills
Ability to obtain and maintain a secret level clearance or below.
Develop or recommend analytic approaches or solutions to problems and situations for which information is incomplete or for which no precedent exists.
Ability to work with resources such as vendors, internal departments and co-workers with researching batch job related inquiries.
Write up ‘Incident Responses’ for failed jobs or job abends.
Ability to adapt to change, maintain composure under stressful conditions.
Education and Experience
Required – Associate’s (AA/AS) degree, or 3 plus years of work experience. Provides installation, maintenance and troubleshooting support of information systems applications and related peripheral hardware.
Preferred – Minimum of 12 months’ experience utilizing monitoring tools or related services to monitor alerting devices.
Preferred – Minimum of 18 months’ related experience providing support to an enterprise operations center (or NOC), monitoring and managing systems and network using advanced technologies and tools
Preferred – Minimum of 18 months’ experience using an ITSM tool for ticketing solutions such as ServiceNow, Remedy, HP Service Manager or related tool.
Preferred – Excellent customer service skills, written and oral communications skills, reading comprehension, interpersonal skills and the ability to interface with all levels of employees.
Preferred – Excellent abilities in decision making, troubleshooting problems, critical thinking and meeting timelines.
Preferred – A+ certification
Preferred – Cloud Foundations certification w/Azure, AWS or Google
Preferred – MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
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.