Incident Response Lead- TOC Day Shift

Clearance Level
Other
Category
Information Systems Management
Location
Bethesda, Maryland

REQ#: RQ68490

Travel Required: None
Public Trust: Other
Requisition Type: Regular

GDIT is seeking a Incident Response Lead/Supervisor 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.

In addition to the operational tasks listed above, the candidate will primarily be responsible for leading the team on this particular shift to ensure that the daily operations are occurring as accurately and efficiently as possible. Candidate will serve as the initial point of escalation during an incident. He/She will be responsible for reporting the incident to GDIT leadership as well as federal leadership under the contract guidelines. Responsibilities also include meeting with the TOC Manager and TOC Incident Manager as well as other shift leads weekly to discuss current status, enhancements and other requirements throughout the department. Strong leadership as well as written and verbal communications skills are a must!


This team provides 24x7x365 support to the NIH user community. We are currently hiring for the swing day shift (6am to 2:30pm).  Schedule runs Monday – Friday with rotating on call weekends (may include 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.

Responsibilities include:

  • Leading the team to ensure effective and efficient incident management
  • Working with the TOC Manager, Incident Manager and other shift leads to develop and implement continuous process improvement.
  • Creating Post Mortem reports and identifying what was done well and what areas could be improved.
  • Recommending tools, procedures and ideas to further enhance the TOC as a whole
  • 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


QUALIFICATIONS

Required Skills and Experience:

  • Required Skills and Experience:

  • 5+ years’ experience or equivalent combination such as Bachelor’s degree and 1+ years’ experience 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
  • Experience leading a team
  • 1+ year experience in IT Incident Management

Desired Skills and Experience:

Working knowledge of IT Infrastructure Operations (such as systems and network administration, security, various tools, etc.) Familiarity with ITIL Experience with the following monitoring and reporting tools

  • Monolith
  • Grafana
  • Splunk
  • xMatters
  • SCOM
  • Sitescope
  • SL1
  • ServiceNow

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.