Transport​/Ip; Trip Noc Technician

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 TRANSPORT / IP (TRIP) NOC for a TRANSPORT / IP (TRIP) NOC TECHNICIAN at Hill AFB.

Due to contract requirements, US Citizenship is required along with a current clearance.

Our anticipated salary range for this role is $65,000 - $75,000.

• Create and update tickets utilizing Remedy.
• Independently triage and manage ticket queue in respective technology, and provide 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, and 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; diagnose and troubleshoot utilizing procedures to isolate where the fault occurs; identify failed network element(s) such as 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 cause and impact; 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;
  
  document 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.
• Work 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: evaluate and provide feedback for training, SOP, and tools; assist in monitoring training Network controllers within O&M; assist in training junior‑level Network controllers within O&M; effectively communicate with the O&M team, the customer and outside leadership to obtain or provide…