Enterprise Operations Center Specialist - Senior

Location
Washington, District Of Columbia
Posted
Sep 22, 2022
Closes
Sep 24, 2022
Ref
23481
Function
Administrative
Hours
Full Time
Summary

Enterprise Operations Center Specialist - Senior

Washington, DC

Are you ready to enhance your skills and build your career in a rapidly evolving business climate? Are you looking for a career where professional development is embedded in your employer's core culture? If so, Chenega Military, Intelligence & Operations Support (MIOS) could be the place for you! Join our team of professionals who support large scale government operations by leveraging cutting-edge technology and take your career to the next level!

For 20+ years, NJVC has provided federal, DoD, and commercial customers with innovative and cost-effective solutions for their IT needs. NJVC approaches the work with the intensity expected of a mission-critical IT provider, working within the framework of people, processes, and technologies to meet customer requirements.

EITSS supports the department's office of the chief information officer in developing and implementing an enterprise IT infrastructure and common operating environment across DOT. The contract still has 5 years left.

This position is in Washington, DC at the Department of Transportation (DOT) Headquarters' Building. The Enterprise Operations Center Specialist - Senior operates 24 hours per day, 7 days per week, including all federal holidays and will utilize appropriate monitoring tools and follow standard incident management processes.

Responsibilities

Work you'll do

As a Enterprise Operations Center Specialist - Senior within our EITSS team, you will:
  • Event & Availability Monitoring:
  • Respond to events and e-mails from automated tools and outside groups (AT&T), direct checks of critical systems.
  • Provide proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware, and network), respond to messages, and take corrective action as defined.
  • Early analysis:
  • Contact POCs for confirmation of event.
  • Troubleshoot affected CI - Ping and log into router/switch to check logs and interface status.
  • Escalate - Contact and liaison with DOT Tier III teams and open and assign ITTSM tickets.
  • Open and manage tickets with outside vendors, e.g., AT&T.
  • Communicate - Generate correspondence required for incident management, including notifications and follow up with modal POCs regarding cyber incidents, service degradations, outages, daily operational status reports, and COE morning summary report.
  • Critical Incidents - Initiate the Critical Incident Management process and anchor the Incident Response Bridge process.
  • Take notes from bridge call to update outage communications.
  • Contact the necessary team members to join bridges.
  • Document the Root Cause Analysis (RCA) for the incident, gather and process the required information, and assign a sequential RCA number to the new document.
  • Identify what RCA information can be moved to the knowledge management repository.
  • Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours (i.e., hands-on at data center, escort un-badged personnel in data center).
  • Knowledge Management and Documentation - Maintain POC and site information for remote sites and create and update SOPs for IMC processes.
  • Generate and distribute daily and weekly reports.
  • Other duties as assigned.

Qualifications

Required:
  • High school diploma or GED
  • 5+ years of related experience providing in-depth knowledge and expert support to an enterprise operation center and managing operation teams in a shift environment
  • Background check required with the ability to obtain a public trust
  • The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief
  • Ability to work 4 - 10's Wednesday through Saturday 3rd shift.
  • Familiarity with Service Now.
  • Familiarity with BMC Remedy.
  • Ability to work independently and yet be effective within a team setting.
  • Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment.
  • Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
  • Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others.
  • Excellent skills in Microsoft Word, Excel, and other Office applications.
  • Experience working in a home office setting as well as the ability to train end users on frequently asked technical issues.
  • Ability to provide technical assistance and support over the phone with good phone skills and a professional demeanor.
  • Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.

Preferred:
  • Previous customer service experience strongly desired.

How you'll grow

At Chenega MIOS, our professional development plan focuses on helping our team members at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn.

We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their careers.

Benefits

At Chenega MIOS, we know that great people make a great organization. We value our team members and offer them a broad range of benefits.

Learn more about what working at Chenega MIOS can mean for you.

Chenega MIOS's culture

Our positive and supportive culture encourages our team members to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them be healthy, centered, confident, and aware. We offer well-being programs and continuously look for new ways to maintain a culture where we excel and lead healthy, happy lives.

Corporate citizenship

Chenega MIOS is led by a purpose to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our team members, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.

Learn more about Chenega's impact on the world.

Chenega MIOS News- https://chenegamios.com/news/

Tips from your Talent Acquisition team

We want job seekers exploring opportunities at Chenega MIOS to feel prepared and confident. To help you with your research, we suggest you review the following links:

Chenega MIOS web site - www.chenegamios.com

Glassdoor - https://www.glassdoor.com/Overview/Working-at-Chenega-MIOS-EI_IE369514.11,23.htm

LinkedIn - https://www.linkedin.com/company/1472684/

Facebook - https://www.facebook.com/chenegamios/

#NJVC, LLC

Chenega Corporation and family of companies is an EOE.

Equal Opportunity Employer/Veterans/Disabled

Native preference under PL 93-638.

We participate in the E-Verify Employment Verification Program

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