MDA (Missile Defense Agency) NOC Technician III

As a NOC Technician III, you will support a 24x7x365 network operations environment by monitoring network events in real time, managing incident tickets, and driving fault isolation through resolution. You will use multiple monitoring tools and established procedures to analyze alarms, identify impacts, isolate root causes, and coordinate corrective actions across infrastructure and service providers. This role also involves providing timely situational awareness to leadership and customers, maintaining accurate ticket updates, and contributing to continuous improvement through feedback and training support.

Responsibilities

• Create and update tickets utilizing ServiceNow.
• Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
• Incident Correlation and Fault Analysis:
  • Proactively analyze alarms.
  • Provide detailed analyses leading to resolution of alarm conditions, including filtering and correlating fault information.
  • Identify the fault condition and its impacts.
  • Isolate root causes.
  • Coordinate correction of fault situations regardless of the fault in the infrastructure.
  • Notify necessary points of contact based on essential or heightened awareness networks, circuits, or location 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) (e.g., 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 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 resolution or a path to resolution is identified and documented in the 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.
• Work directly with Shift Lead and O&M leadership for guidance.
• 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.
• Demonstrate knowledge of training, standard operating procedures, and tools within O&M.
• Evaluate and provide feedback for training, standard operating procedures, and tools.
• Assist in training Network Controllers within O&M.
• Effectively communicate with the O&M team and the customer.
• Provide technical advice and insight to peers and customers to assist in resolution of complex issues.
• Demonstrate proficiency in several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Requirements

• A High School Diploma is required, along with 2 to 4 years of experience.
• Candidates must have a DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) by the start date.
• This role requires an active Secret clearance.
• Ability to work in a 24/7 operation.
• Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
• Expertise in three or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching.
• General understanding of network topologies, both transport and IP.

Pay

Pay range: $55,000–$85,000 (annual). This pay range is based on qualifications and experience, and assumes all role requirements are met.

Schedule

On-site, 24x7x365 support required.