Integrated Operations - Denver, United States - CACI International Inc

Description

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 or

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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