Integrated Operations (IO) Bridge Analyst - Day Shift

Responsibilities

• Maintains an Operations Bridge, collaborating with the Integrated Service Center (ISC) Network Operations Center (NOC), external agencies/customers, and field units
• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations
• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends
• Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services
• Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts or terrorism) and correlates impacts to Network Operations Squadron managed and monitored systems
• Ability to conduct trend analysis and support analytical investigation as needed
• Provides operational coordination for network Event and Incident Management functions
• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership
• Fill-in support for Shift Supervisors as needed
• After hours support for Enterprise IT Maintenance Coordinator
• Facilitates meetings, coordinate briefing materials with customer
• Captures and coordinates planned maintenance and corrective maintenance with commercial carriers and affected customers
• Supports the Government by performing daily ad hoc taskings from the Customer
• Generates Situational Awareness notification via various messaging systems for distribution to customers
• Provides technical assistance, when requested, by the Customer in support of defined duties
• Coordinates and supports the After Action Report process
• Integrates ITIL best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation
• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience
• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components
• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists
• Documents resolutions and updates self-help and staff knowledge bases
• Alerts management to recurring problems and patterns of problems

Qualifications

• Must hold an active TS/SCI Clearance with Polygraph
• Current Security+ or any DoD 8140 IAT certification
• ITIL 4 Certification - or must obtain within 90 days
• At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
• Shall demonstrate an understanding of commercial network services, wavelength, SONET and carrier ethernet
• Excellent written and verbal communications skills
• Excellent customer service skills
• Proficient writing skills
• Experience drafting and briefing presentations and executive level reports
• Must be able to review technical documentation and summaries information for executive level review
• Operational experience collaborating and directing resources supporting mission critical operations
• Available for on-call support in the event of a COOP or crisis situation as directed by customer