Transport​/Ip; Trip Noc Technician

Program Summary

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 Scott 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 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 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; diagnose 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, including 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 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;
  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, 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 communicate with the O&M team and the customer;
  Effectively communicate with the O&M team, the…