"Alerted.org

Job Description

• 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

PR: 40-50

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

•  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