The Integrated Operations (IO) Bridge 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 and analysis, network lockdown support, Incident and Problem Management support, as well as providing some quality assurance and training duties.
Shift Work (12 hours a day, 7 days a week) rotation of shifts occurs every 3 months 0600-1800, 1800-0600, or day 8 hours
Maintains an Operations Bridge, collaborating with the Integrated Service Center (ISC) Enterprise Management Operations Center (EMOC), 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 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
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 v3 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
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
Working knowledge of network operations and IT services
Bachelor of Science Degree in Business or Information Technology related field
Operational experience collaborating and directing resources supporting mission critical operations
At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
Current in one (1) of the following:
AWS Certified Developer – Associate Level
VMware Certified Professional – Data Center
VMware Certified Associate – Desktop
Citrix Certified Associate – Visualization
Citrix Certified Associate –Network
Any of the network Associate Level Certifications (CISCO, Juniper, Brocade)
ITIL v3 or V4 Fundamentals Certification
These Qualifications Would be Nice to Have:
ITIL Service Operations or ITIL Service Operations Analysis, Cisco SSNP, AWS Associate or better, VMWare vSpere, or MCSA
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 55 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.