Space Development Agency (SDA) NOC Technician III

Responsible For

• Create and update tickets utilizing Service Now.
• 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 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.
• Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.
• Incident Analysis (Fault Isolation): Support the fault isolation process.
• Diagnoses 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 to include 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 a 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.
• Documenting 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.
• Works 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.
• Afford assistance 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.

Basic Qualifications

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.
• High school and 2-4 years of experience.
• 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.
• Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.