Enterprise Operations Center Technician

Automation Coordinating Communication Incident Response Business Valuation Network Monitoring Incident Management Knowledge Management Full Stack Development Business Transformation Standard Operating Procedure Enterprise Application Software Troubleshooting (Problem Solving), Our client is looking for an Enterprise Operations Center Specialist to support the Department of Transportation (DOT) Headquarters Building in Washington, DC. The EOC operates 24 hours per day, 7 days per week including all Federal Holidays and will utilize appropriate monitoring tools and follow standard incident management processes.

Responsibilities:

• Perform day-to-day activities to monitor systems for events or alerts using enterprise monitoring tools.

• Coordinate and manage the resolution of events and alerts, ensuring timely response and escalation.

• Identify and monitor problem areas, coordinating with appropriate teams for resolution.

• Apply fundamental concepts, processes, practices, and procedures to technical assignments.

• Conduct early analysis of incidents and contact points of contact (POCs) for event confirmation.

• Troubleshoot affected configuration items (CIs) by performing tasks such as pinging devices and reviewing router/switch logs and interface statuses.

• Escalate issues by liaising with DOT Tier III teams, opening and assigning ITTSM tickets, and managing tickets with external vendors (e.g., AT&T).

• Act as on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours (i.e., Hands-on at Data Center, escort un-badged personnel in Data Center).

• Generate and manage incident-related communications, including notifications and follow-ups with modal POCs regarding cyber incidents, service degradations, outages, and daily operational status reports.

• Initiate the Critical Incident Management process and lead the Incident Response Bridge process, including note-taking and updating outage communications.

• Contact necessary team members to join incident response bridges.

• Document Root Cause Analyses (RCAs) as required, assign sequential RCA numbers, and identify information suitable for the knowledge management repository.

• Provide on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours, including hands-on support at the Data Center and escorting un-badged personnel.

• Maintain and update knowledge management documentation, including POC and site information and standard operating procedures (SOPs) for IMC processes.

• Generate and distribute daily and weekly operational reports.

• Respond to events and emails from automated tools and external groups (e.g., AT&T), and perform direct checks of critical systems.

• Conduct proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware and network), respond to alerts, and take corrective actions as defined.

Must have a minimum of 4 years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.

• Must have at least a High School Diploma

• Candidate must have the ability to obtain a public trust

Skills

enterprise operations center, EOC, outage support, network monitoring software

Additional Skills & Qualifications

-Must have excellent written and communication skills

-Must have experience leading others, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

We’re partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That’s the power of true partnership. TEKsystems is an Allegis Group company., Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.