Space Development Agency; SDA NOC Technician IV

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.

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