It Operations Junior Watch Officer

Job ID: 2307645

Location: WASHINGTON, DC, US

Date Posted: 2023-05-30

Category: Information Technology

Subcategory: Technical Svcs

Schedule: Full-time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Top Secret

Potential for Remote Work: No

Description

Operations Center – Junior Watch Officer, provides leadership and management for the IT Service Organization Operations Center support networking, voice services, security operations, enterprise mobility, email, and other related collaboration, communications and messaging systems for the Department of State worldwide. Develops and initiates, maintains, and revises policies and procedures for the general operation of the Operations Center within the Vanguard 2.2.1 Program. The shift is 5:30am-2pm and will most likely be Sunday-Thursday.

The position may allow temporary hybrid remote work due to Covid-19. Position may be called back onsite at any time at the customer's request.

The Technical Effort includes:

• Interfaces, coordinates, and resolves issues with multiple senior government managers and worldwide embassies and posts.
• Be familiar with the Escalating procedures of all other operation centers.
• Provides programmatic and technical guidance to other personnel as needed.
• Conducts data analysis independently and in coordination with service areas to quickly identify system and service issues.
• Completes performance monitoring during the shift and actions taken if warranted
• Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging.
• Develops and manages ITIL-based services using Service Operations, Service Transition and Continual Service Improvement methodologies.
• Ensure that all outages and issues are reported in a accurate and timely fashion.
• Ensures that internal controls are in place and operating effectively.
• Frequently interacts with outside customers and functional peer groups.
• Develops or updates written procedures related to service activities.
• Serves as the primary point of contact for Enterprise Incidents and Changes for the Operations Center on the assigned shift.
• Conducts long range tracking of system and service quality and continuity of operations (i.e. Crisis events, power outages and enterprise projects).
• Ensure that the Ops Center has the minimum staff members to ensure adequate coverage at all times.
• Fosters a comprehensive understanding of how all areas collectively integrate and contribute towards achieving the Operation Center’s objectives.

Qualifications

Required Experience

• Knowledge of enterprise network operations and computing technologies including MS Exchange 2010, MS O365, Active Directory, MS Exchange
• Ability to communicate (orally and in writing) difficult/sensitive information tactfully and in accordance with established communication security policies to senior level management.
• Ability to cordially assist and maintain professionalism in high-stress environments.
• Willingness to exercise initiative with focus on enhancing the team effort.
• Communication
  • Ability to communicate (orally and in writing) difficult/sensitive information tactfully and in accordance with established communication security policies to senior level management.
  • Ability to escalate issues in timing with standing operating procedures.
• Ability to employ unbiased listening and be responsive to customer questions and requests.
• Working knowledge of WAN technologies.
• Customer Service:
  • Ability to cordially assist and maintain professionalism in high-stress environments.
  • Ability to employ unbiased listening and be responsive to customer questions and requests.
  • Sustained focus and interest in problem solving.
• Teamwork and Diversity
  • Ability to work effectively in a team environment and contribute towards program goals
  • Willingness to exercise initiative with focus on enhancing the team effort.
  • Ability to acknowledge, respect and appreciate each team member's contributions and find value in diverse cultures and perspective.
  • Ability to exercise fairness in dealings without regard to race, color, creed, national origin, religion, sex, sexual orientation, or political affiliation.
• Ability to acknowledge, respect and appreciate each team member's contributions and find value in diverse cultures and perspective.
• Technical Experience in one or more of the following areas:
  • Strong Networking background
  • Working knowledge of WAN technologies.
  • Working knowledge of TCP/IP LAN technologies
  • Knowledge of enterprise network operations and computing technologies including MS Exchange 2010, MS O365, Active Directory, MS Exchange
• Ability to exercise fairness in dealings without regard to race, color, creed, national origin, religion, sex, sexual orientation, or political affiliation.
• Strong Networking background
• Working knowledge of TCP/IP LAN technologies
• Sustained focus and interest in problem solving.
• Ability to escalate issues in timing with standing operating procedures.
• Bachelors degree in the field of Computer Science or IT and two (2) years or more experience; Additional related experience may be accepted in lieu of degree.
• Ability to work effectively in a team environment and contribute towards program goals

Required Clearance

• US Citizenship
• Ability to obtain Top Secret Clearance
• Active Secret or Top Secret Clearance preferred

Desired

• Formal industry certifications such as Microsoft Certified Systems Engineer (MCSE) and/or Microsoft Certified IT Professional (MCITP – various); CISCO CCNA or Comptia Network+; Experience with ServiceNow, Remedy, MS SCOM, NETIQ, VSphere or NeuralStar

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.