Watch Officer​/Sys Admin - OMS; xx

SHR Consulting Group, LLC is a small business delivering enterprise IT, cybersecurity, and program management services to the Department of Defense and federal civilian agencies. We support mission-critical infrastructure at the Pentagon and across the National Capital Region, and we invest in our people through competitive compensation, professional certification support, and long-term career growth on stable, multi-year programs.

SHR Consulting Group, LLC is a small business delivering enterprise IT, cybersecurity, and program management services to the Department of Defense and federal civilian agencies. We support mission-critical infrastructure at the Pentagon and across the National Capital Region, and we invest in our people through competitive compensation, professional certification support, and long-term career growth on stable, multi-year programs.

SHR Consulting Group is seeking Organizational Messaging Watch Officers to provide continuous 24x7x365 Tier I and Tier II support for the DoD Organizational Messaging System suite, covering AMHS, NGC-ECGS, ITS, CDC, MCS, SIG, and the Cross Domain Solution. This team is the front line for record message traffic that carries Emergency Command Precedence, Flash, and Immediate messages across DoD and partner networks.

You will make message disposition decisions, correct intercepted traffic, notify recipients of high-precedence messages, perform hourly system health checks, and administer customer registration and Plain Language Address changes.

• Provide 24x7x365 Tier I support as the first line of customer contact, generating tickets and resolving basic customer issues including general inquiries, password recovery, and navigation assistance
• Provide Tier II support resolving complicated technical problems relevant to the OMS environment
• Review OMS messages based on content restriction profiles and Discretionary Access Controls, make disposition decisions, correct intercepted messages due to errors, and trace messages to confirm successful delivery
• Notify recipients by phone or email upon receipt of high-precedence messages, including Emergency Command Precedence (Y), Flash (Z), and Operational Immediate (O)
• Prepare and transmit verified originated messages received from the Over the Counter (OTC) or OTC-Email account on behalf of the sending organization, and print and prepare messages for OTC pick-up by verified users
• Create hourly system check lists and perform hourly checks to identify issues with the health and integrity of the OMS suite of systems
• Monitor successful operation of message archiving services and identify, analyze, and resolve problems affecting operations and administration
• Identify and coordinate correction of OM messages delivered via SMTP to intended recipients, handle Non-Delivery Notices (NDNs), and initiate NDN notification
• Coordinate with the DISA OMS to report and resolve regional and global system-level problems
• Generate DISA Ticket Management System (TMS) reports recording outages, restoration times, problem resolutions, and customer data
• Process customer requests for creation, addition, deletion, and modification of managed Plain Language Addresses, submitting Proforma-formatted change request messages to the DISA National Gateway Center and Naval Directory Update Service
• Register OM organizations in Address Lists and Address Indicator Groups (AIGs), register AMHS end users, administer organizational account permission levels, and establish AMHS delivery methods
• Complete OMPOC registration requests within three business days for routine requests and four hours for urgent requests, meeting the 85% performance threshold
• Create and maintain a comprehensive SharePoint listing of OM customers and OMPOC contact information broken down by requesting agency, delivery method, and managed Address List/AIG

• Customer support, help desk, watch floor, or systems administration experience in an operational IT environment
• Familiarity with DoD organizational or record message traffic handling, message precedence, and Plain Language Addresses strongly preferred
• Working knowledge of Windows Server administration and enterprise application monitoring
• Demonstrated ability to conduct service interruption event management, triage, and escalation under time pressure
• Strong attention to detail and disciplined adherence to Standard Operating Procedures and hourly check routines
• Excellent oral and written communication skills, including direct telephone and email notification to message recipients
• Willingness and availability to work rotating shifts including nights, weekends, and holidays
• Experience in a DoD or comparable large, complex enterprise IT environment preferred

DoD 8570.01-M / DoD 8140 IAT Level II certification required prior to start. Computing environment certification in Microsoft Server/compute-related technologies required. AMHS or ECGS training…