ESOC Watch Officer - Analyst

Clearance Level
Top Secret/SCI
Category
Customer Service
Location
Colorado Springs, Colorado

REQ#: RQ63558

Travel Required: None
Requisition Type: Pipeline

Responsibilities and Duties
Provide support to the Enterprise Watch Command Center to ensure monitoring, tracking, and documenting of Severity Level incidents and escalation of incidents affecting critical business functions.
• Monitor and track service impacting changes in the enterprise infrastructure.
• Work with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact to the enterprise
• Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the enterprise using monitoring tools
• Assist with the development and maintenance of standard operation monitoring procedures
• Assist with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, documenting a timeline of events)
•Be able to directly contribute with Tier 1 and Tier 2 contractual duties, as the mission or leadership dictates

• Preparing, updating, and reporting Situational Awareness to the ESOC PMO and Client Liaisons
• Monitor planned and unplanned service impacting changes
• Assist with preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
• Assist with SharePoint Outage Tracker entries and updates
• Assist with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
• Archiving of Daily Operations Report and Shift Change Log (Day Shift)
• Perform trend analysis reports as requested
• Check on the status of Critical Site Tickets and close if possible
• Check on the status of Prolonged/Multiple Transfers of Tickets and close if possible

• Maintain Schedule flexibility as mission dictates


Qualifications:
• Bachelors’ Degree + 3-4 years working in a technical environment as it relates to IT issues
• Associates Degree +5- 6 years
• 8 Years IT Experience without Degree

• Holds TS/SCI (poly preferred)
• Hold an ITIL and/or technical certification equal to or above IAT Level II
• Technical background and strong IT skills/knowledge in networking, exchange, or desktop support
• Strong understanding of ITIL concepts
• Proficient in word processing, spreadsheets, and desktop applications
• Strong communication and interpersonal skills
• Strong logic and analytical skills
• Strong customer service skills and experience
• Excellent oral and written communication skills
• Proven ability to multi-task, prioritize, and attention to detail in a fast-paced environment
• Excellent organizational skills
• Basic knowledge of ServiceNow, Windows Desktops, or other IT Service Management System

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.