AISR NOC Technician

Our customer is the Defense Information Systems Agency (DISA) and acts as the provider of GIG/Defense Information System Network (DISN) services to its customers, the Department of Defense (DoD) and national security organizations. This position directly supports the DISA-provided GIG capabilities and services in the 24x& DISA Global Operations Center (DGOC).

The Leidos Digital Modernization Sector and Global Solutions Management-Operations II (GSMO-II) have an opening in our Airborne, Intelligence, Surveillance and Reconnaissance (AISR) Operations Support Cell for a Network Technician at Hill AFB, UT.

Primary Responsibilities:

Responsible for assisting with the following duties:

• Create and update tickets utilizing SNOW.
• Independently triages and manages ticket queue in respective technology, and provides feedback and guidance for tickets of concern
• 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.
• Assist in developing and maintaining a centralized, known error database containing defects, failures, causes, and repair actions including workarounds taken to resolve these failures in support of incident and problem resolution.
• 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 leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.

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.
• Evaluates and provides feedback for training, standard operating procedures, and tools.
• Assist in monitoring training Network controllers within O&M.
• Assist in training junior-level Network controllers within O&M.
• Effectively communicates with the O&M team, the customer and outside leadership to obtain or provide information on significant events or changes within the DISN.
• Provide technical advice and insight to peers, leadership, other NOCs within O&M, and customers to assist in resolution of complex issues.
• Demonstrates comprehensive understanding of and ability to apply principles, theories, and concepts of networking and has a broad un