What are the responsibilities and job description for the Tier 1 Shift Lead (NOSC) position at CACI?
CACI is seeking a Tier I Shift Lead to oversee operations during a shift for a 24x7x365 Network Operations Security Center. In coordination with the overall Tier I Manager, the Shift Lead will guide a small network operations team responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a large enterprise network infrastructure.
The Shift Lead will address more complex network issues prior to escalation and report on all operational information concerning the enterprise network infrastructure. We are currently hiring for shift C/3 (see below).
Shifts:
Shift A/1: Sun, Mon, Tues, and every other Wed: 7:00 AM - 7:30 PM
Shift B/2: Sun, Mon, Tues, and every other Wed: 7:00 PM – 7:30 AM
Shift C/3: Thurs, Fri, Sat, and every other Wed: 7:00 AM - 7:30 PM
Shift D/4: Thurs, Fri, sat, and every other Wed 7:00 PM – 7:30 AM
Location: Washington, DC (currently remote)
Duties and Responsibilities:
Conduct technical services and support at the Tier I level, including WAN and LAN connectivity, routers, firewalls, and security.
Leverage technical background to guide troubleshooting and incident management of technicians on the team as necessary
Ensure Tier I staff are instructed and follow the Incident Management Processes.
Provide information and status updates to leadership on priority incidents.
Monitor inbound calls to assign/reassign team member coverage to minimize call waiting time and identify when multiple calls are being placed for the same incident to roll up into a master ticket.
Assign team members duties at the beginning of shift and ensure they have completed them by the end of shift.
Complete shift turnover and brief next shift lead on activities.
Escalate all issues that cannot be resolved to Tier I Manager and provide updates.
Ensure the Tier I Manager is aware of any incidents causing a disruption to day-to-day operations.
Keep the Tier 1 Manager abreast of all shift member performance or attendance issues.
Provide training and guidance to Tier I staff in capturing, documenting, and taking appropriate action on each incident.
Maintenance of established return to service process library, including the development on new procedures as needed
Act as escalation point for NOC operations during the shift
Ability to be on call for other shifts
Required Qualifications:
DHS EOD Eligible (Active EOD preferred)
Associates degree 5 Yrs., or Bachelor’s degree 3 Yrs., or Master’s degree 1 Yrs.
Previous routing/switching work experience in an enterprise IT operations environment
Knowledge of network protocols such as OSPF, BGP, and EIGRP. Experience with Cisco command line interface and configuration
Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
Understanding of ITIL service delivery concepts
Experience working with wireless technologies, Virtual Private Networks (VPN), Intrusion Prevention Systems (IPS), WAN Accelerators and associated technologies
Working knowledge of ServiceNow; creating, updating, and closing tickets
Preferred Qualifications:
Basic knowledge of cloud fundamentals and experience with cloud system monitoring.
Network , ITIL Foundations, Network , CCENT, Security , and/or Azure Fundamentals Certifications
Experience leading a technical team (3 – 7 staff) in an enterprise IT operations environment
Experience with DHS HSEN
What We Can Offer You:
- We’ve been named a Best Place to Work by the Washington Post.
- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
- We offer competitive benefits and learning and development opportunities.
- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.
DHSHP
