Infrastructure Services Lead & Incident Response

Description

Looking for an opportunity to make an impact?

At Leidos
, we deliver innovative solutions through the efforts of our diverse and talented people who are dedicated to our customers’ success. We empower our teams, contribute to our communities, and operate sustainable. Everything we do is built on a commitment to do the right thing for our customers, our people, and our community. Our Mission, Vision, and Values guide the way we do business.

If this sounds like a mission you want to be a part of, keep reading!Leidos is seeking a Infrastructure Services Lead/Watch Officer to support a large enterprise IT contract for the DOD. The individual will conduct real-time monitoring of the health and status of enterprise services, coordinate with respective service lanes for outage resolution and track outage and changes to the environment through to completion.

The individual will leverage their prior experience and Standard Operating Procedures (SOPs) to assist with triage and determining impact for any service disruptions noted through monitoring or via direct communication with Service Desk personnel, mission centers, and government leadership. This individual will work in a team environment to ensure mission needs are met and ensure functionality of capabilities for customers.

This role requires an individual that is technical, customer oriented and familiar with using desktop software applications such as web browsing and client software, monitoring tools such as Solar Winds or Science Logic, and IT Service Management (ITSM) software, such as Service Now. This individual should be detail oriented in order to capture customer inquiries, technician updates, and leadership inquiries appropriately, and update corresponding incident tickets, master station logs, chat rooms or other mediums to preserve a proper timeline of events and communications.

Role requires excellent oral and written communication skills. This role is responsible for interacting with customers to handle service inquiries and problems. Duties include examining highly complex customer problems and suggesting and implementing appropriate mitigation actions to restore mission capabilities or initiate notification and recall proceedings to expedite outage response. This role analyzes recurring problems and initiates solutions

for preventing reoccurrence. Individuals in this role may be required to remotely log into the end users' workstations or servers to assist with troubleshooting and triage of impacted services.

This position is for weekend day shift. Work hours will be 0600/6AM – 1800/6PM Saturday and Sunday with two additional 8-hour swing shifts (1400/2PM – 2200/10PM) during the week (Monday and Tuesday tentatively and negotiable). All work must be performed onsite and at the IT Operations Center on Joint Base Anacostia-Bolling (JBAB) in Washington, DC.

Primary Tasks

• Experience with interacting with customers to handle service inquiries and problems.
• Provide support for implementation, troubleshooting and maintenance of IT systems. Rapidly distinguish isolated user problems from enterprise-wide application/system problems.
• Coordinate with customers and stakeholders to collect data, conduct analysis, develop, and implement solutions associated with incident tickets and requirements.
• Develop solutions to complex technical issues.
• Identify potential workarounds or alternate services to ensure mission continuity.
• Provide follow-up reports (technical findings, feedback, resolution steps taken) for root cause analysis, engineering technical assessment and process improvement initiatives.
• Collect After Action Reports (AARs), assess for completeness, and provide to leadership for review.
• Conduct Technical Exchange Meetings (TEMs)…