Integrated Operations

4 weeks ago

Denver, United States CACI International Inc Full time
Integrated Operations (IO) Bridge 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: 9/30/2024

The Integrated Operations (IO) Bridge Analyst supports the customer by providing on-site technical expertise to detect, monitor, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, correlation or network incidents, coordination with commercial and external Service Providers, customer impact assessments, coordination of maintenance activities, technical support, report creation, network lockdown support, Incident /Problem Management support, as well as providing some quality assurance and training duties. 

Relocation will not be provided for this position

Work hours to be assigned:

Day Shift - 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 an Operations Bridge, collaborating with the Integrated Service Center (ISC) Network Operations Center (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 high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services  Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts or terrorism) and correlates impacts to Network Operations Squadron managed and monitored systems Ability to conduct trend analysis and support analytical investigation as needed  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  Fill-in support for Shift Supervisors as needed After hours support for Enterprise IT Maintenance Coordinator Facilitates meetings, coordinate briefing materials with customer Coordinates planned maintenance and corrective maintenance with commercial carriers and affected customers  Supports the Government by performing daily ad hoc taskings 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 coordination, data collection, and other support to the After Action Report process  Integrates ITIL best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation  Demonstrates an understanding of commercial network services, Wavelength, SONET, and Carrier Ethernet  Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience 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 Documents resolutions and updates self-help and staff knowledge bases.  Alerts management to recurring problems and patterns of problems

Required Qualifications: 

An Active TS/SCI Clearance with Polygraph  Current Security + certification  6+ Years of Service Operations Experience  Excellent written and verbal communications skills  Excellent customer service skills 

Proficient writing skills
Experience drafting and briefing presentations and executive level reports
Must be able to review technical documentation and summaries information for executive level review

 Working knowledge of network operations and IT services   Operational experience collaborating and directing resources supporting mission critical operations  Must be available for on-call support in the event of a COOP or crisis situation as directed by customer At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent  Shall demonstrate an understanding of commercial network services, wavelength, SONET and carrier ethernet Current in the following: 

IAT Level 1 or higher certification

ITIL 4 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 ITIL Service Operations or ITIL Service Operations Analysis, Cisco CCNP, Cisco CCNA, AWS Associate or better, VMWare vSpere, or MCSA 

BITS3

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