Enterprise Operations Center, Critical Incident Lifecycle Coordinator (3Rd Shift)

Program: Consular Affairs Enterprise Infrastructure Operation

Customer: Department of State

Location: Washington, DC (Hybrid)

Clearance: Secret

Salary: $90,000 - $130,000. This represents the typical salary range for this position based on experience and other factors.

Shift: Third Shift, 11:00 pm - 7:30 am, Monday-Friday

Markesman Group is seeking an Enterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC) to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The EOC CILC will manage Critical Incidents and troubleshooting bridges within the CA/CST CAEIO EOC Team. The CILC will be responsible for working closely with CAEIO contractors, DOS leadership and business stakeholders to resolve Critical Incidents and monitor performance, faults and security service delivery and solutions to automating IT enterprise monitoring services and related business processes.

The Enterprise Operations Center (EOC) CILC shall be responsible for managing Critical Incidents, monitoring, and working with a complex, 24x7x365 Enterprise Operations Center including coordinating an operations team responsible for tracking and resolving CA/CST?s most Critical Incidents.

Responsibilities:

• Coordinate operational activities with the on-duty EOC staff to include: Critical Incident management, incident management, enterprise monitoring, security alert monitoring, server builds, and other maintenance activities.
• Stand up Critical Incident bridges when needed, make sure required technical resources respond to incidents and attend the Critical Incident calls, and communicate incident status to stakeholders.
• Ensure Critical Incident SLA?s with respect to escalation and resolution are met.
• Identify areas to streamline or improve Critical Incident handling with respect to escalation and communication.
• Communicating operational state of the enterprise systems between various teams within CAEIO, and external stakeholders to include the customer.
• Hand off operational status between shifts to incoming leads to include: Critical Incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems.
• Monitor multiple systems and applications using monitoring tools to insure availability of systems and applications in the Consular Affairs Consular Systems Technology (CA\CST) environment.

General EOC Requirements Not Specific to the CILC Position:

• Coordinate projects assigned to the Enterprise Operations Center to assist the program reach deadlines. Provide efficient updates to the customer as required.
• Prepare High/Critical ticket report, three times a week, in support of the Daily Status Report (DSR) held by CST Director and Deputy Director.
• Coordinate with other support teams (internal and external) and respective staff members to ensure that trouble tickets are being updated in a timely manner and within the confines of SLA.
• Author and verify Knowledgebase articles to assist other technicians with possible reoccurring issues.
• Maintained user, group, and computer accounts for the Consular Affairs contact with the Department of State.
• Performed network analysis by tracking network traffic and device failures for passport agencies, contractor sites and overseas sites.
• Assist in maintaining sites up to date by using Department of State risk scoring programs.
• Shall be proficient in troubleshooting strategy on third party applications such as Configuration Manager (CM), Symantec Endpoint Protection (SEP), Symantec Anti-Virus definitions (AVR), McAfee Agent, McAfee Policy Auditor on virtual and physical servers.
• Installing and troubleshooting Internet Information Services (IIS) on virtual machines.
• Shall coordinate with sites to assist them to perform shutdown and start-up of site?s physical and virtual systems for scheduled maintenances.
• Shall have basic understanding of SharePoint sites and user permission rights.
• Create Standard Operation Procedures for tasks that are utilized by new and existing staff members.

Qualifications:

• US Citizenship required and an active SECRET Government Security Clearance
• BS degree and 8-10 years? experience or MS degree and 6-8 years? experience or high school diploma/equivalent and 12 years? experience.
• Minimum of five years of experience in an Enterprise Operations Center and two years managing/ leading Enterprise Operations Center staff or in a coordination role with the skills applicable to a complex, worldwide network.
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations.
• Minimum of five years demonstrated experience triaging and prioritizing Critical Incidents to directly align with mission objectives.
• Minimum of three years of experience with the collection and analysis of metrics across a distributed, complex IT enterprise. Ability to develop integrated dashboard views for various stakeholder groups. Experience reporting against and managing to Service Level Agreements (SLAs).
• Excellent written, verbal, and interpersonal skills
• Possess an ITIL foundations certification

Preferred Qualifications:

• Possesses a CompTIA Security+ certification.
• ServiceNow expertise