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Enterprise Operations Center Specialist

4 weeks ago

Washington, Washington, D.C., United States SAIC Full time
Job Summary

This position is located in Washington, DC at the Department of Transportation (DOT) Headquarters' Building. The Enterprise Operations Center (EOC) operates 24 hours a day, 7 days a week, including all Federal Holidays. The EOC utilizes monitoring tools and follows standard incident management processes.

Key Responsibilities
  • Respond to events and emails from automated tools and outside groups, and perform direct checks of critical systems.
  • Provide proactive and scheduled console monitoring of infrastructure and systems in near real-time, respond to messages, and take corrective action as defined.
  • Shift: Saturday and Sunday 7AM – 7PM and Monday and Tuesday 7AM-3:30PM.
  • Escalate incidents to DOT Tier III teams, open and assign ITTSM tickets, and communicate with outside vendors.
  • Document the Root Cause Analysis (RCA) for incidents, gather and process required information, and assign a sequential RCA number to the new document.
  • Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours.
  • Generate and distribute daily and weekly reports.
Qualifications

Must have a minimum of 2 years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.

Preferred skills include familiarity with Service Now and BMC Remedy.

US Citizen or alien who has been lawfully admitted for permanent residence or employment, and ability to attain a Public Trust clearance.