Primary Responsibilities

• Create and update tickets utilizing Remedy
• Independently triage and manage ticket queue in respective technology, and provide feedback and guidance for tickets of concern
• Monitor network events and element management failures in real-time on a 24x7x365 basis across several 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; and 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 of incidents.
• Provide incident analysis (fault Isolation): Support the fault isolation process; diagnose 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
• Provide 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
• Provide 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; document 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
• Work directly with leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities
• Provide 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, monitor incident tickets escalated to operational infrastructure
• Demonstrate knowledge of training, standard operating procedures, and tools within O&M: Evaluate and provide 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 and the customer; 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
• Provide technical advice and insight to peers and customers to assist in resolution of complex issues
• Demonstrate comprehensive understanding of and ability to apply principles, theories, and concepts of networking and have a broad understanding of other related specialty areas
• Provide advanced level technical support of the DISN customer
• Work independently on projects or assignments for future operations within O&M and impacting the DISN
• Resolve multi-layer complex issues that cross several NOC or domain within O&M
• Demonstrate proficiency of several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Basic Qualifications

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date
• Ability to work in a 24/7 operation
• Experience with one or more of the following: alarm surveillance, fault management, LAN/WAN maintenance, performance management
• Advanced Knowledge in four or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching
• General understanding of network topologies, both transport and IP
• Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.

Additional Desired Qualifications

• Tech control facility or cyber transport experience
• Circuit actions and vendor experience
• IP architecture experience
• Telco NOC, inside or outside plant experience
• Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint, TEAMs
• Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management, change management
• Any additional certifications to include: CCNA, CYSA+, CASP, CCNP, JNCIE-ENT, JNCIA-Junos, WCNA, CCIE, F5 Networks Certified Technical Specialist, ITILv4, CCA-N, CCA-V, SolarWinds Certified Professional Program

Location: Hill Air Force Base, Utah
Schedule (FT/PT): Full Time
Travel Required: No
Shift: Rotating
Potential for Telework: No