Transport​/IP; TRIP NOC Technician Security Clearance

Position: Transport/IP (TRIP) NOC Technician with Security Clearance
Location: Hill Air Force Base

Create and update tickets utilizing Remedy.

• Independently triages and manages ticket que 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 several monitoring tools.

• Incident Correlation and Fault Analysis:

Proactively analyze alarms; provide detailed analyses leading to resolution of the alarm conditions, including filtering and correlating fault information; identifying the fault condition and its impacts; isolating root causes; coordinating 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 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 of incidents

• Incident Analysis (Fault Isolation):
Support the fault isolation process; diagnoses and troubleshoot utilizing procedures to isolate where the fault occurs; identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities;
Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment

• Support all customers to include 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 service 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 causes and impacts;
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;
Documenting 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 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:
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.

• Demonstrated 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 and the customer;
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.

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

• Demonstrated 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…