Watch Officer

National Harbor, MD, United States of America
Nov 23, 2022
Dec 23, 2022
Full Time
Watch Officer

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

*** 12HR, 8HR, 12H ROTATION SHIFT WORK*** (Panama Plus Rotation Schedule)

The Enterprise Watch Officer will act as central point of escalation and incident manager for IT infrastructure and network management throughout the Department; this includes the monitoring, coordination, notification, and alerts and in some cases leading the resolution for incidents. Receive incidents from other DHS Component NOCs and in that capacity will coordinate the resolution, Reason for Outage (RFO), Root Cause Analysis (RCA), and keep DHS leadership aware of the evolution of the incident resolution. Provide correlation and trend analysis services for the Department based on inputs from functional departments, DHS Components, and Service Providers for the purpose of coordinating the appropriate response to promote effective and efficient IT operations. We are currently hiring to fill rotating schedules.

**Must be flexible, able, and willing to work *rotating shifts, including some weekends (Panama Plus Schedule: 6am - 6pm, 12 weeks; 8am - 5pm, 3weeks, and 6pm - 6am, 12 weeks).

What You'll Get to Do:

This role is the primary shift point of contact and is expected to:
  • Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving the issue
  • Manage and oversee the implementation of the Incident Management Process
  • Provide information and status updates to leadership on priority incidents and enterprise wide outages
  • Work in collaboration with Tier 1 to identify when multiple calls are being placed for the same incident to roll up into a master ticket
  • Complete shift turnover and brief next shift on operational activities
  • Escalate all issues that cannot be resolved at a Tier 2 level to Tier 3
  • Ensure managementis aware of any incidents causing a disruption to day to day operations
  • Keep track of Service Provider Maintenance and report as needed
  • Act as an escalation point for NOC operations
  • Provide on-call support as needed

You'll Bring These Qualifications:
  • Must be able to obtain/maintain an EOD Suitability clearance
  • Typically requires a bachelor's degree or equivalent
  • Minimum five years of incident management work experience in an Enterprise IT operations environment
  • Must have documented 3+ years routing/switching experience in an operational support capacity within a Wide Area Networks (WAN) with:
    • Knowledge of networking fundamentals
    • Hands on experience with Spectrum
    • Understanding of ITIL service delivery concepts
    • Experience working in a Network Operations Center
    • Working knowledge of ServiceNow; creating, updating and closing tickets
    • Excellent verbal and written communication

These Qualifications Would Be Nice to Have:
  • Network+
  • ITIL Foundations
  • Network+
  • Security+

This position description is not an active opening but is representative of positions within CACI that are consistently available. Individuals who apply may also be considered for other positions at CACI.

What We Can Offer You:
  • We've been named a Best Place to Work by the Washington Post.
  • Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
  • We offer competitive benefits and learning and development opportunities.
  • We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
  • For over 55 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.


Company Overview: At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.

As a federal contractor, CACI is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.

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