This position directly supports the DISA-provided GIG capabilities and services in the 24x7 DISA Global Operations Center (DGOC). Shift work to include nights and weekend duty is required. Position may include extended periods of sitting while on a computer or phone and speaking with customers.
Requirements
- Create/update/resolve unclear problems and issues faced, utilizing a broad knowledge of the network architect, utilizing the Service Now platform
- Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents
- Execute network operations to include configuration and analysis of customer circuits across Time Division Multiplexing (TDM) and Session Initiated Protocol (SIP) trunks
- Work directly with customers, UC stakeholders, and leaders internal and external to the organization across multiple areas to ensure maximum network availability to minimize or eliminate mission and operational impact
- Proactively monitor network alarms across platform specific network management tools
- Support all customers to include providing global situational awareness support
- Verify that service has been restored upon resolution of all customer-initiated tickets
- Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined
- Proactively monitor network alarms across platform specific network management tools
- Record, assess, track, and monitor incident tickets escalated to operational infrastructure
- Utilize incident management applications to document all aspects of reported outages/degradations, isolations, escalations, and resolutions during the lifecycle of a service impacting network incident
- Perform configuration maintenance on route plans, route lists device profiles, calling search spaces, and route partitions
- Utilize incident management applications to document all aspects of reported outages/degradations, isolations, escalations, and resolutions during the lifecycle of a service impacting network incident
- Assess, identify and recommend resolutions to various network incidents and/or configuration deficiencies
- Develop and/or recommend solutions and processes pertaining to UC and DRSN operations
Benefits
- Health Insurance
- Retirement Plan
- Paid Time Off
