Enterprise Monitoring Analyst

3 weeks ago

Denver, United States CACI International Inc Full time
Enterprise Monitoring AnalystJob Category: Information TechnologyTime Type: Full timeMinimum Clearance Required to Start: TS/SCI with PolygraphEmployee Type: RegularPercentage of Travel Required: NoneType of Travel: NoneAnticipated Posting End: 9/2/2024

The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, based on the correlation of alerts, network incidents, and maintenance activities. Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations. 

Work hours will be permanently assigned based on operational requirements:

Work hours to be assigned:  

Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 1600-0400 or 0400-1600

Position Responsibilities:  

Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units  Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations  Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends  Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services  Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems  Provides operational coordination for network Event and Incident Management functions  Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership  Supports the Government by performing daily ad hoc tasking from the Customer Generates Situational Awareness notification via various messaging systems for distribution to customers  Provides technical assistance, when requested, by the Customer in support of defined duties  Provides, data collection, and other support to the After Action Report process  Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation  Demonstrates an understanding of LAN/WAN network services, and Carrier Ethernet  Responsible for collection of incident information through customer conversation, and self-service support tools. Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.  Executes against established Service Level Agreements (SLA). Alerts management to recurring problems and patterns of problems

Required Qualifications:  

An Active TS/SCI Clearance with Polygraph  At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent  Working knowledge of ITIL 4 lexicon and framework Excellent written and verbal communications skills  Excellent customer service skills  Proficient writing skills Must be able to review technical documentation and summaries information for executive level review Working knowledge of network operations and IT services 

Required Certifications OR must obtain within 90 days

· Security+ or any DoD 8140 IAT certification


Desired Qualifications:  

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 and prioritize, with an attention to detail, in a fast-paced environment  Excellent organizational skills  Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems

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