GDIT is looking for an experienced VNOC Monitoring Specialist to join our team.
You will be responsible for monitoring the NetIQ TSRP telephone monitoring system; following all VNOC policies, procedures and programs related to VNOC operations; including documenting critical system alarms, alerting appropriate NGS and SSA management of critical system issues and monitoring follow- up repairs and changes.
This role is currently offering remote work due to COVID restrictions; preference is given to candidates local to the facility.
Analyzes and Clears Minor, Major Alarms - log Critical Alarms and Contact SDP engineers with information - report INI Alarms other than Midnight routine alarms to on-call SDP engineer
Answers Help Desk Phones, Create tickets, etc
Reviews, Analyzes, Categorizes, and reassigns or closes trouble tickets as necessary - all open tickets must be updated daily - open tickets range from 30-80 tickets per day - contacting the customer by phone or e-mail is required
Triages all new CAPRS/REMEDY tickets and closes tickets if possible - otherwise assign tickets to the proper group to complete
Maintain log of newly cut sites - information includes: site codes, location codes, and other pertinent information - log is used by the VNOC during outages to identify sites affected by the outage
Creates various activity reports on the phone system as required by SSA - reports include Morning Report documenting activities of the past 24 hours and for future weekly activities as well as outstanding problem ticket report
Update all outstanding MAC tickets over two weeks old - send updated to users
Open and monitor the NGS emergency maintenance bridge, maintain timeline for all catastrophic events that affect the phone system - update ticket information on all Catastrophic and SEV 1 tickets per contract requirements
Assist with the development and administration of programs, procedures, and guidelines to help the VNOC improve problem resolution and resolve NetIQ monitoring issues
Act as the TSRP Help Desk weekdays between 8:00 PM and 7:00 AM and all weekends and holidays - take calls from customers, create problem tickets and assign them to the proper group for resolution
Participates in shift hand-off updates at the beginning/end of shift to update critical events of the previous 8 hours
VNOC Specialist Requirements
General knowledge of NOC/VNOC activities
Hands on knowledge of NetIQ monitoring tool preferred or other monitoring tools such as HP Open View
Demonstrated knowledge of Nortel CS1K VOIP systems V 5.0 and above
Demonstrated knowledge of Nortel Contact Center Manager, Call Pilot, NRS and UM2K applications
Excellent computer skills in a Microsoft Windows environment - must include Excel and demonstrated skills in database management and record keeping
Effective oral and written communication skills
Education and Experience
BS preferred but not required
3-5 years minimum VNOC/NOC or demonstrated military watch experience
3 years minimum of NetIQ or other network monitoring tool experience
1-3 years of Remedy and/or Peregrine Ticket or similar tracking system experience
2-4 years Nortel CS1K experience service or monitoring systems
Dress Business Casual
Heated and air conditioned facility. VNOC new on 7-09
6-8 hrs of multi-computer screen use
ADA compliant facility
1/5 mile walk from parking lot to building unless SSA ADA parking is granted
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.