Missile Defense Agency; MDA NOC Technician III

Description

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 24x7 DISA Global Operations Center (DGOC). The Leidos Digital Modernization Sector and Global Solutions Management-Operations II (GSMO-II) have an opening in our Missile Defense Agency (MDA) Operations Support Cell for a Network Technician at Hill AFB, UT.

Primary Responsibilities:

Responsible for assisting with the following duties

• Create and update tickets utilizing Service Now.

• 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.

• 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 Shift lead and O&M leadership for guidance

• 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 training Network controllers within O&M.

• Effectively communicates with the O&M team and the customer.

• Provide technical advice and insight to peers and customers to assist in resolution of complex issues.

• Demonstrate proficiency in several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Basic Qualifications

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.

• Ability to work in a 24/7 operation.

• Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.

• Expertise in three or…