Integrated Operations (IO) Bridge Analyst – Night Shift

Integrated Operations (IO) Bridge Analyst – Night Shift

Job Category: Information Technology

Time Type: Full time

Minimum Clearance Required to Start: TS/SCI with Polygraph

Employee Type: Regular

Percentage of Travel Required: None

Type of Travel: None

* * *

The Integrated Operations (IO) Bridge supports the customer by providing on-site technical expertise to detect, monitor, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, correlation or network incidents, coordination with commercial and external Service Providers, customer impact assessments, coordination of maintenance activities, technical support, report creation, network lockdown support, Incident /Problem Management support, as well as providing some quality assurance and training duties. 

Work hours will be permanently assigned based on operational requirements:   

Work hours to be assigned:  

Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts 1800-0600

Position Responsibilities:  

• Maintains an Operations Bridge, collaborating with the Integrated Service Center (ISC) Network Operations Center (NOC), external agencies/customers, and field units 

• Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations 

• Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends 

• Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services 

• Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low intensity conflicts, acts or terrorism) and correlates impacts to Network Operations Squadron managed and monitored systems

• Ability to conduct trend analysis and support analytical investigation as needed 

• Provides operational coordination for network Event and Incident Management functions 

• Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership 

• Fill-in support for Shift Supervisors as needed

• After hours support for Enterprise IT Maintenance Coordinator

• Facilitates meetings, coordinate briefing materials with customer

• Coordinates planned maintenance and corrective maintenance with commercial carriers and affected customers 

• Supports the Government by performing daily ad hoc taskings from the Customer   

• Generates Situational Awareness notification via various messaging systems for distribution to customers 

• Provides technical assistance, when requested, by the Customer in support of defined duties 

• Provides coordination, data collection, and other support to the After Action Report process 

• Integrates ITIL best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation 

• Demonstrates an understanding of commercial network services, Wavelength, SONET, and Carrier Ethernet 

• Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience

• Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components

• Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists

• Documents resolutions and updates self-help and staff knowledge bases. 

• Alerts management to recurring problems and patterns of problems

 

Required Qualifications: 

•  An Active TS/SCI Clearance with Polygraph 

• At least 5 years’ experience maintaining IT infrastructure and services in the Ecosystem, or equivalent 

• Shall demonstrate an understanding of commercial network services, wavelength, SONET and carrier ethernet

• Excellent written and verbal communications skills 

• Excellent customer service skills 

• Proficient writing ski