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, network lockdown support, Incident /Problem Management support, as well as providing some quality assurance and training duties.
Work hours will be permanently assigned based on operational requirements:
Work hours to be assigned:
Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 1600-0400 or 0400-1600
Position Responsibilities:
Maintains an Operations Bridge, collaborating with the Integrated Service Center (ISC) Network Operations Center (NOC), 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 Network Operations Squadron managed and monitored systems
Ability to conduct trend analysis and support analytical investigation as needed
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
Fill-in support for Shift Supervisors as needed
After hours support for Enterprise IT Maintenance Coordinator
Facilitates meetings, coordinate briefing materials with customer
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 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
Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience
Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components
Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
Documents resolutions and updates self-help and staff knowledge bases.
Alerts management to recurring problems and patterns of problems
Required Qualifications:
An Active TS/SCI Clearance with Polygraph
At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
Shall demonstrate an understanding of commercial network services, wavelength, SONET and carrier ethernet
Excellent written and verbal communications skills
Excellent customer service skills
Proficient writing skills
Experience drafting and briefing presentations and executive level reports
Must be able to review technical documentation and summaries information for executive level review
Working knowledge of network operations and IT services
Operational experience collaborating and directing resources supporting mission critical operations
Must be available for on-call support in the event of a COOP or crisis situation as directed by customer
Required Certifications:
Security+ or any DoD 8140 IAT certification
ITIL 4 Certification
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What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Your potential is limitless. So is ours.
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Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
The proposed salary range for this position is:
$67,800 - 142,200 USDCACI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, age, national origin, disability, status as a protected veteran, or any other protected characteristic.