Enterprise Operations Center Specialist

Description

Our client is looking for an Enterprise Operations Center Specialist to support their Headquarters’ Building in Washington, DC. The EOC operates 24 hours per day, 7 days per week including all Federal Holidays and will utilize appropriate monitoring tools and follow standard incident management processes.

• Perform day-to-day activities to monitor systems for events or alerts using enterprise monitoring tools.
• Coordinate and manage the resolution of events and alerts, ensuring timely response and escalation.
• Identify and monitor problem areas, coordinating with appropriate teams for resolution.
• Apply fundamental concepts, processes, practices, and procedures to technical assignments.
• Conduct early analysis of incidents and contact points of contact (POCs) for event confirmation.
• Troubleshoot affected configuration items (CIs) by performing tasks such as pinging devices and reviewing router/switch logs and interface statuses.
• Escalate issues by liaising with DOT Tier III teams, opening and assigning ITTSM tickets, and managing tickets with external vendors (e.g., AT&T).
• Act as on-site troubleshooting and repair support for Exec Help and Tier III teams during off‑hours (i.e., Hands‑on at Data Center, escort un‑badged personnel in Data Center).
• Generate and manage incident‑related communications, including notifications and follow‑ups with modal POCs regarding cyber incidents, service degradations, outages, and daily operational status reports.
• Initiate the Critical Incident Management process and lead the Incident Response Bridge process, including note‑taking and updating outage communications.
• Contact necessary team members to join incident response bridges.
• Document Root Cause Analyses (RCAs) as required, assign sequential RCA numbers, and identify information suitable for the knowledge management repository.
• Provide on‑site troubleshooting and repair support for Exec Help and Tier III teams during off‑hours, including hands‑on support at the Data Center and escorting un‑badged personnel.
• Maintain and update knowledge management documentation, including POC and site information and standard operating procedures (SOPs) for IMC processes.
• Generate and distribute daily and weekly operational reports.
• Respond to events and emails from automated tools and external groups (e.g., AT&T), and perform direct checks of critical systems.
• Conduct proactive and scheduled console monitoring of infrastructure and systems in near real time (e.g., hardware and network), respond to alerts, and take corrective actions as defined.

• Must have a minimum of 7 years of related experience providing support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.
• Must have at least a High School Diploma
• Candidate must have, at least, resided in the U.S. for at least 3 years and the ability to obtain a public trust.

Enterprise Operations Center, EOC, network operations center, noc, troubleshooting, routers and switches, dns, outage support

• Must have excellent written and communication skills
• Must have experience leading others

Expert Level

This is a Contract to Hire position based out of Washington, DC.

The pay range for this position is $30.05 - $36.06/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Washington, DC.

This position…