Job Details
Apex Systems is looking for an Enterprise Watch Officer to provide continuous (24 hours a day, 7 days a week, 365 days a year) enterprise-wide situational awareness and serve as the central point for collecting and fusing information from all enterprise IT services including DHS Enterprise Datacenters, DHS NOCs, DHS application owners, Service Providers for the Technical Operations Center.
This position requires a minimum of 3 days on-site in Arlington, VA.
We are hiring for three shifts: 6am to 2:30 pm M-F, 9am to 5:30pm M-F and 1pm to 10pm M-F. All shifts required rotating on-call support.
About the Role:
The Enterprise Watch Officer will act as central point of escalation and incident manager for IT infrastructure, systems and enterprise applications; this includes the monitoring, coordination, notification, and alerts and in some cases leading the resolution for incidents. Candidates will coordinate the resolution, Reason for Outage (RFO), Root Cause Analysis (RCA), and keep DHS leadership aware of the evolution of the incident resolution. Provide correlation and trend analysis services for the Department based on inputs from functional departments, DHS Components, and Service Providers for the purpose of coordinating the appropriate response to promote effective and efficient IT operations.
- In particular, this role is the primary shift point of contact and is expected to: Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving the issue
- Manage and oversee the implementation of the Incident/Problem Management Process
- Provide information and status updates to leadership on priority incidents and enterprise wide outages
- Work in collaboration with Tier 1 to identify when multiple calls are being placed for the same incident to roll up into a master ticket
- Complete shift turnover and brief next shift on operational activities
- Escalate all issues that cannot be resolved at a Tier 2 level to Tier 3
- Ensure management is aware of any incidents causing a disruption to day to day operations
- Keep track of Service Provider Maintenance and report as needed
- Act as an escalation point for app, system and network operations
Required Qualifications:
- Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)
- Bachelor s degree or equivalent + 10 applicable years
- Knowledge of networking fundamentals
- Understanding of ITIL service delivery concepts
- Experience working in a Network Operations Center
- Working knowledge of ServiceNow; creating, updating and closing tickets
- Excellent verbal and written communication
Preferred Qualifications:
- ITIL Foundations, Network+, CCENT, Security+
- Security Clearance Required: None (DHS EOD Public Trust Required)
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at ...@apexsystems.com or 844-###-####.