Description

Operations Center - Junior Watch Officer, provides leadership and management for the IT Service Organization Operations Center support networking, voice services, security operations, enterprise mobility, email, and other related collaboration, communications, and messaging systems for the Department of State worldwide. Develops and initiates, maintains, and revises policies and procedures for the general operation of the Operations Center within the Vanguard 2.2.1 Program.

Anticipated shifts available:

• 10:00 PM - 6:30AM and weekly rotation to TBD

The position may allow hybrid remote work. Several weeks of onsite training is required.

The Technical Effort includes:

• Serves as the primary point of contact for Enterprise Incidents, Crisis Events, and Changes for the Department during an assigned shift.
• Coordinates support of the Department of State Enterprise-wide systems and services associated with networking, voice services, security operations, email and related collaboration tools, and Enterprise mobility and messaging.
• Assist in development and updates to ISO20k and ITIL-based services using Service Operations, Service Transition and Continual Service Improvement methodologies.
• Interfaces, coordinates, and resolves issues with multiple senior government managers and worldwide embassies and posts.
• Conducts data analysis independently and in coordination with service areas to quickly identify system and service issues.
• Conducts long range tracking of system and service quality and continuity of operations (i.e. Crisis events, power outages and enterprise projects).
• Frequently interacts with outside customers and functional peer groups.
• Provides programmatic and technical guidance to other personnel as needed.
• Develops or updates written procedures related to service activities.
• Ensures that internal controls are in place and operating effectively.
• Fosters a comprehensive understanding of how all areas collectively integrate and contribute towards achieving the Operation Center's objectives.
• Completes performance monitoring during the shift and actions taken if warranted.
• Ensure that the Ops Center has the minimum staff members to ensure adequate coverage at all times.
• Be familiar with the Escalating procedures of all other operation centers.
• Ensure that all outages and issues are reported in a accurate and timely fashion.

Qualifications

Required Education & Experience

• Bachelors degree in the field of Computer Science or IT; Associates and 2 years; Additional related experience may be accepted in lieu of degree.
• Technical Experience in one or more of the following areas:
  • Strong Networking background.
  • Working knowledge of WAN technologies.
  • Working knowledge of Active Directory or Azure cloud services.
  • Must be able to Microsoft suite of applications: Word, Excel, Visio.
• Teamwork and Diversity
  
  • Willingness to exercise initiative with focus on enhancing the team effort and effectiveness.
  • Ability to acknowledge, respect and appreciate each team member's contributions and find value in diverse cultures and perspective.
  • Ability to exercise fairness in dealings without regard to race, color, creed, national origin, religion, sex, sexual orientation, or political affiliation.

• Communication
  
  • Ability to clear and accurately communicate (orally and in writing) difficult/sensitive technical information using established communication procedures and policies to all levels personnel at the Department.
  • Ability to escalate issues in timing with standing operating procedures.

• Customer Service
  
  • Ability to cordially assist and maintain professionalism in high-stress environments.
  • Ability to employ unbiased listening and be responsive to customer questions and requests.
  • Sustained focus and interest during extend problem solving.

Required Clearance

• US Citizenship.
• Ability to obtain Top Secret Clearance.
• Ability to obtain an interim secret clearance prior to starting work.

Desired

• Formal industry certifications such as Microsoft Certified Systems Engineer (MCSE) and/or Microsoft Certified IT Professional (MCITP - various); CISCO CCNA or Comptia Network+.
• Experience with ServiceNow, Remedy, MS SCOM, NETIQ, VSphere or NeuralStar.

SAIC accepts applications on an ongoing basis and there is no deadline.

Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.