Enterprise NOC Specialist

Description:

Please note this is a shift-based role supporting the client on site. The required schedule is Monday and Tuesday 7 am to 4 pm ET and Saturday and Sunday 7 am to 7 pm ET.

Due to federal security clearance requirements, applicant must be a United States Citizen or Permanent Resident with an active Public Trust clearance.

Rate: $30 - $39 / hr. w2

• Performs day-to-day activities required to supervise personnel engaged within the enterprise operations center, to include, managing operations in a multi-shift staffing model.
• Participates in root-cause analysis of complex problems.
• Performs technical project assignments to include assessing and resolving issues and report development.
• Provides daily supervision and direction to support staff, to include technical and administrative direction.
• Troubleshoot affected CI - ping, log into router/switch to check logs and interface status
• Communicate - Generate correspondence required for incident management, to include notifications and follow up with modal POCs regarding cyber incidents, service degradations, outages, daily operational status reports, and COE Morning summary report.
• Critical Incidents -initiates the Critical Incident Management process and anchors the Incident Response Bridge process. Takes notes from bridge call to update Outage communications. Contacts the necessary team members to join bridges.
• As required, document the Root Cause Analysis (RCA) for the incident, gather and process the required information, and assign a sequential RCA number to the new document. Identify what RCA information can be moved to the knowledge management repository.
• Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours (i.e., Hands-on at Data Center, escort un-badged personnel in Data Center).
• Knowledge Management and Documentation - maintain POC and site information for remote sites, create and update SOPs for IMC processes.
• Generate and distribute daily and weekly reports

• Must have a minimum of 5 years of related experience providing in-depth knowledge and expert support to an enterprise operation center, managing operation teams in a shift environment.

Preferred skills and qualifications:

• Familiarity with Service Now
• Familiarity with BMC Remedy