CACI International Tier I Network Operations Center Shift Lead- Third Shift in National Harbor, Maryland

Job Description

3rd Shift-12HR SHIFT Thursday – Saturday (every other Wednesday) 0600 – 1800

CACI is looking for a Tier I Network Operations Center Shift Lead to oversee operations during a shift for a 24x7x365 Enterprise Operations Center. In coordination with the overall Tier I Manager, the Shift Lead will guide a small operations team responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a large enterprise infrastructure. The Shift Lead will address more complex issues prior to escalation and report on all operational information concerning the enterprise network infrastructure. We are currently hiring across day, night and weekend shifts.

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 team member coverage to calls 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.

  • 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 points for NOC operations

  • Ability to be on call for other shifts

Required Qualifications:

  • DHS EOD Eligibile (Active EOD preferred)

  • Typically requires a bachelor’s degree or equivalent, and three years of related 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

Desired Qualifications:

  • Network+, ITIL Foundations, Network+, CCENT, Security+

  • Experience leading a technical team (3 – 5 staff) in an enterprise IT operations environment

  • Experience with DHS OneNet

Job Location

US-National Harbor-MD-MARYLAND SUBURBAN

CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.