Watch Officer Job Listing at SAIC in Quantico, VA (Job ID 2512244)

Description

Description

Introduction

Make a difference for national security by joining a team of dedicated IT professionals who will sustain, modernize, and transform the enterprise IT capabilities for the Defense Counterintelligence and Security Agency (DCSA). The National Security & Space Sector of SAIC is seeking a Incident Manager/Watch Officer to support a transformational infrastructure program for DCSA.

SAIC is proud to be supporting DCSA in safeguarding our nation's information. DCSA is the designated oversight authority on the accreditation of classified facilities, information systems, and the insider threat program. This involves security oversight of more than 10,000 companies and approximately 13,000 facilities involved in classified work throughout the DoD and 31 Federal agencies.

Specifically, on the DCSA One IT program, SAIC will provide an enterprise IT solution that delivers highly secured and adaptable IT infrastructure, provides customer support, and cutting-edge technologies that support operations and advance the DCSA mission under a single environment (i.e. One IT).

Job Description

The ONE IT Incident Manager/Watch Manager will have experience managing incidents in a Network Operations Center or equivalent operations center supporting the resolution of Major Incidents for an enterprise or government agency. This position is M-F 0800 - 1600, onsite at a government facility (Quantico, Virginia). 

Key duties include: 

• Monitor and support incident management in production, development, and test environments in all data centers used by the client. 

• Provide a central point for coordination of incidents that arise in all environments. Establish and orchestrate bridge calls with emphasis on restoring service to users as quickly as possible, facilitate and troubleshoot toward resolution of incidents, and manage incidents to completion. 

• Coordinate, escalate, and/or resolve operational system/application/network events that have the potential of negatively impacting system and application availability to the user community. 

• Define and document metrics to judge efficiency and effectiveness of Incident Management Process (i.e. Mean Time to Repair, Mean Time Between Failures, Repeat Incidents). 

• Create, update and maintain Standard Operating Procedures, Technical User Guides, Troubleshooting Guides, and Customer Contact Database. Conduct quarterly reviews of all documents. 

• Populate Knowledge Management Database with known troubleshooting procedures. Develop “lessons learned” on all escalated incidents. 

• Escalate incidents in accordance with established escalation procedures. 

• Report on previous business day's Enterprise Operations Center call volume and SLAs to be incorporated into the Morning Meeting report slides (content may change as the Government reporting requirements change over time). 

• Report monthly on outstanding tickets dependent on third party action. 

• Proactively identify opportunities for process and/or documentation improvement. 

• Support the development of monthly Enterprise Operations Center reporting for SLAs and KPIs. 

• Performs all functional duties independently. 

• Other duties as assigned.

Qualifications

Required Qualifications

It is required that the Incident Manager/Watch Officer have the following qualifications:

• BA/BS and six (6) or more years of experience. 

• Four (4) years of additional experience may be substituted for a Bachelor's degree;  two (2) years of additional experience may be substituted for a Master's degree. 

• An active Top Secret clearance with SCI eligibility 

• IAT-II Certification (i.e., Security +, etc.) 

•  Three (3) or more years of experience with Fault and Performance monitoring and reporting tools such as: SolarWinds, app dynamics, Cisco utilities, etc. 

• Three (3) years of experience with working with incident management tools such as ServiceNow, etc. 

• Three (3) years engineering experience within a large-scale, complex Manager of Manager (MoM) type monitoring environment. 

• Three (3) years exposure to Service Management/ITIL framework and concepts (incident, problem, change management, RCA). 

• Two (2) or more years of proven demonstrated troubleshooting skills; highly skilled in the implementation, integration, testing and support of distributed applications. 

• Excellent communication skills: experience working with technical and functional resources; experience presenting information to client/senior leadership.