Space Development Agency; SDA NOC Technician IV

Position: Space Development Agency (SDA) NOC Technician IV
Our customer is the Defense Information Systems Agency (DISA) and acts as the provider of GIG/Defense Information System Network (DISN) services to its customers, the Department of Defense (DoD) and national security organizations. This position directly supports the DISA-provided GIG capabilities and services in the 24x& DISA Global Operations Center (DGOC).

The Leidos Digital Modernization Sector and Global Solutions Management-Operations II (GSMO-II) have an opening in our Space Development Agency (SDA) Operations Support Cell for a Network Technician at Scott AFB, IL.

This position requires U.S. citizenship and an active Secret clearance with eligibility to obtain a Top Secret.

Responsible for assisting with the following duties:

* Create and update tickets utilizing Service Now.

* Independently triages and manages ticket queue in respective technology, and provides 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:

o Proactively analyze alarms

o Provide detailed analyses leading to resolution of the

alarm conditions, including filtering and correlating fault

information

o Identifying the fault condition and its impacts

o Isolating root causes

o Coordinating correction of fault situations regardless of

the fault in the infrastructure.

o Assist in developing and maintaining a centralized,

known error database containing defects, failures,

causes, and repair actions including workarounds taken

to resolve these failures in support of incident and

problem resolution.

* Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.

* Incident Analysis (Fault Isolation):

o Support the fault isolation process

o Diagnoses and troubleshoot utilizing procedures to

isolate where the fault occurs

o Identify failed network element(s) i.e. systems,

hardware, software, circuits, or facilities.

o Activities include: testing, fault troubleshooting, fault

localization, fault logging and assignment

* Support all customers to include providing global situational awareness support.

* Fault Correction:

o 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:

o Restore networks and service to full operation

o Coordinate with other service providers as necessary to

track service restoration and meet the DISN SLA and

customer negotiated SLAs.

o Identify failures that are attributable to a different

causes and impacts

o Conduct reroute and normalization of services and

circuits due to outages, degradation, or Authorized

Service Interruptions (ASIs).

o Reroute routine circuits within 24 hours of notification

o Documenting reroute in the configuration management

database (CMDB).

o Provide updates on outages from technicians and/or

government incident tickets until a resolution or path to

resolution is identified and documented in 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.

* Works directly with leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.

* Incident Escalation:

o 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.

* Evaluates and provides 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 communicates 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.

* Demonstrates 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 works on projects or assignments for future operations within O&M and impacting the DISN

* Resolve multi-layer complex issues that cross several NOC or domain within O&M

* Demonstrate extensive proficiency in specialized functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical…