Space Development Agency; SDA NOC Technician IV

Position

Space Development Agency (SDA) Operations Support Cell – Network Technician – Scott AFB, IL

Supports DISA-provided Global Information Grid services within the DISA Global Operations Center (DGOC). This role requires U.S. citizenship and an active Secret clearance with eligibility to obtain a Top Secret.

• Create and update tickets utilizing Service Now.
• Independently triage and manage ticket queue in respective technology, providing feedback and guidance for tickets of concern.
• Monitor network events and element management failures in real‑time on a 24x7x365 basis across multiple monitoring tools.
• Incident Correlation and Fault Analysis
  • Proactively analyze alarms.
  • Provide detailed analyses leading to resolution of alarm conditions, including filtering and correlating fault information.
  • Identify the fault condition and its impacts.
  • Isolate root causes.
  • Coordinate correction of fault situations regardless of the fault in the infrastructure.
  • Assist in developing and maintaining a centralized known‑error database containing defects, failures, causes, and repair actions including workarounds to resolve these failures in support of incident and problem resolution.
• Notify necessary points of contact based on essential or heightened awareness networks, circuits or location incidents.
• Incident Analysis (Fault Isolation)
  • Support the fault isolation process.
  • Diagnose and troubleshoot using procedures to isolate where the fault occurs.
  • Identify failed network element(s) – systems, hardware, software, circuits, or facilities.
  • Activities include testing, fault troubleshooting, fault localization, fault logging and assignment.
• Support all customers by providing global situational awareness support.
• Fault Correction
  • Correct/replace faulty network elements, coordinating with other service providers as necessary.
• Verify that service has been restored upon resolution of all customer‑initiated tickets.
• Network/Service Restoration
  • Restore networks and services to full operation.
  • Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and customer negotiated SLAs.
  • Identify failures that are attributable to a different cause and impact.
  • Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs).
  • Reroute routine circuits within 24 hours of notification.
  • Document reroute in the configuration management database (CMDB).
  • Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in a ticket.
• Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support.
• Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined.
• Work directly with leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.
• Incident Escalation
  • Manage fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II.
• Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
• Demonstrate knowledge of training, standard operating procedures, and tools within O&M.
• Evaluate and provide feedback for training, standard operating procedures, and tools.
• Assist in monitoring training Network controllers within O&M.
• Assist in training junior‑level Network controllers within O&M.
• Effectively communicate with the O&M team, the customer and outside leadership to obtain or provide information on significant events or changes within the DISN.
• Provide technical advice and insight to peers, leadership, other NOCs within O&M, and customers to assist in resolution of complex issues.
• Demonstrate comprehensive understanding of and ability to apply principles, theories, and concepts of networking and has a broad understanding of other related specialty areas.
• Provide advanced‑level technical support of the DISN customer.
• Independently work on projects or…