Battle Captain - Days (HDSI-4)

Battle Captain / AESMP Queue Manager - Core / Floater

The AESMP Queue Manager & Battle Captain plays a vital role within the GEF IT Operations Center, responsible for both the efficient flow of AESMP tickets AND for overall operational oversight. This role demands a unique blend of technical expertise, leadership, and communication skills to ensure the stability, security, and optimal performance of the GEF platform.

How the AESMP Queue Manager & Battle Captain will make an impact:

Ticket & Queue Management:

• Oversee and manage the entire lifecycle of AESMP tickets within the designated ticketing system.
• Triage and prioritize incoming tickets based on severity, impact, and SLAs.
• Accurately assign tickets to appropriate technical teams, including yourself and other Battle Captains.
• Monitor ticket queues proactively to identify and address potential bottlenecks or delays.
• Track ticket progress and escalate issues to senior technical staff or leadership as needed.
• Ensure timely resolution of tickets within established SLAs and performance targets.
• Analyze ticket data to identify trends, recurring issues, and areas for process improvement.

Battle Captain Floater Responsibilities:

• May be required to cover other shifts as needed to continue GEF Operations

• Lead and mentor the on-shift technical team, fostering a collaborative and efficient work environment.

• Maintain situational awareness of the GEF platform, monitoring dashboards and system health.

• Direct troubleshooting efforts during incidents, leveraging your technical expertise to guide resolution.

• Communicate effectively with leadership, technical teams, and stakeholders, providing timely updates.

• Maintain operational and physical security of the operational area.

• Develop and maintain operational documentation, including incident reports and shift handovers.

• Proactively identify potential service disruptions and take steps to mitigate risks.

WHAT YOU’LL NEED TO SUCCEED:
● Education: Technical Training, Certification(s) or Degree: Bachelor's in Computer Information Systems or equivalent years of work experience
● Required Experience: 2+ years of related experience

● Required Certification: 8570 certification: IAT Level II Certification (CCNA Security, CySA+, GICSP, GSEC, Security+ CE, CND, or SSCP) and ITIL certification within 6 months of hire.
● Security Clearance Level: Must be able to obtain an Interim SECRET clearance to start, and a final SECRET clearance
● Required Skills and Abilities: Communication, Problem solving, Tracking of tickets in ticket system

● Location: On Customer Site Ft. Huachuca

GDIT IS YOUR PLACE:
● 401K with company match
● Comprehensive health and wellness packages
● Internal mobility team dedicated to helping you own your career
● Professional growth opportunities including paid education and certifications
● Cutting-edge technology you can learn from
● Rest and recharge with paid vacation and holidays

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