Enterprise Monitoring Analyst

Job Title:

Enterprise Monitoring Analyst

Job Category:
Information Technology

Time Type:
Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type:
Regular

Percentage of

Travel Required:

None

Type of Travel:
None

Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts (6pm - 6am)

• Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units
• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations
• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends
• Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services
• Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems
• Provides operational coordination for network Event and Incident Management functions
• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership
• Supports the Government by performing daily ad hoc tasking from the Customer
• Generates Situational Awareness notification via various messaging systems for distribution to customers
• Provides technical assistance, when requested, by the Customer in support of defined duties
• Provides data collection and other support to the AER AC ON Report process
• Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation
• Demonstrates an understanding of LAN/WAN network services, and Carrier Ethernet
• Responsible for collection of incident information through customer conversation, and self-service support tools
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
• Executes against established Service Level Agreements (SLA)
• Alerts management to recurring problems and patterns of problems

• An Active TS/SCI Clearance with Polygraph
• One (1) DoD 8140 IAT Level 1 (or higher certification) to start on Program – (Network+, A+, CCNA-Security, CND, SSCP)
• 5 years + experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
• Working knowledge of ITIL 4 lexicon and framework
• Excellent written and verbal communications skills
• Excellent customer service skills
• Proficient writing skills
• Must be able to review technical documentation and summarize information for executive level review
• Working knowledge of network operations and IT services

• Proficient in word processing, spreadsheets, and desktop applications
• Strong communication and interpersonal skills
• Strong logic and analytical skills
  
  Strong customer service skills and experience
• Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment
• Basic knowledge of Service Now, Windows Desktops, and other IT Service Management (ITSM) Systems
• ITIL 4

A culture of integrity. At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust. CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique…