NOSC Infrastructure Tier 1 Shift Lead
| Company | CACI |
|---|---|
| Location | Washington, DC, USA |
| Salary | $78700 – $165300 |
| Type | Full-Time |
| Degrees | Bachelor’s, Master’s, Associate’s |
| Experience Level | Senior |
Requirements
- DHS EOD Eligible (Active EOD preferred)
- Bachelors degree + 5 Yrs., or Associates degree +7 Yrs., or Master’s degree + 2 Yrs.
- Previous routing/switching work experience in an enterprise IT operation environment
- Knowledge of network protocols such as OSPF, BGP, and EIGRP. Experience with Cisco command line interface and configuration
- Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
- Understanding of ITIL service delivery concepts
- Experience working with wireless technologies, Virtual Private Networks (VPN), Intrusion Prevention Systems (IPS), WAN Accelerators and associated technologies
- Working knowledge of ServiceNow; creating, updating, and closing tickets
Responsibilities
- Conduct technical services and support at the Tier I level, including WAN and LAN connectivity, routers, firewalls, and security.
- Leverage technical background to guide troubleshooting and incident management of technicians on the team as necessary
- Ensure Tier I staff are instructed and follow the Incident Management Processes.
- Provide information and status updates to leadership on priority incidents.
- Monitor inbound calls to assign/reassign team member coverage to minimize call waiting time and identify when multiple calls are being placed for the same incident to roll up into a master ticket.
- Assign team members duties at the beginning of shift and ensure they have completed them by the end of shift.
- Complete shift turnover and brief next shift lead on activities.
- Escalate all issues that cannot be resolved to Tier I Manager and provide updates.
- Ensure the Tier I Manager is aware of any incidents causing a disruption to day-to-day operations.
- Keep the Tier 1 Manager abreast of all shift member performance or attendance issues.
- Provide training and guidance to Tier I staff in capturing, documenting, and taking appropriate action on each incident.
- Maintenance of established return to service process library, including the development on new procedures as needed.
- Act as escalation point for NOC operations during the shift
- Ability to be on call for other shifts
Preferred Qualifications
- Basic knowledge of cloud fundamentals and experience with cloud system monitoring.
- Network+, ITIL Foundations, Network+, CCENT, Security+, and/or Azure Fundamentals Certifications
- Experience leading a technical team (3 – 7 staff) in an enterprise IT operation environment
- Experience with DHS HSEN