Enterprise Monitoring Analyst 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 Anticipated Posting End: 9/2/2024 The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the timely exchange of situational awareness information, based on the correlation of alerts, network incidents, and maintenance activities. Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations. 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 1600-0400 or 0400-1600 Position Responsibilities: * Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM 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 dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services * Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems * 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 * Supports the Government by performing daily ad hoc tasking 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, data collection, and other support to the After Action Report process * Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation * Demonstrates an understanding of LAN/WAN network services, and Carrier Ethernet * Responsible for collection of incident information through customer conversation, and self-service support tools.
* 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. * Executes against established Service Level Agreements (SLA).
* 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 * Working knowledge of ITIL 4 lexicon and framework
* Excellent written and verbal communications skills * Excellent customer service skills * Proficient writing skills
* Must be able to review technical documentation and summaries information for executive level review
* Working knowledge of network operations and IT services Required Certifications OR must obtain within 90 days · Security or any DoD 8140 IAT certification Desired Qualifications: * Proficient in word processing, spreadsheets, and desktop applications * Strong communication and interpersonal skills * Strong logic and analytical skills * Strong customer service skills and experience * Excellent oral and written communication skills * Proven ability to multi-task and prioritize, with an attention to detail, in a fast-paced environment * Excellent organizational skills * Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems BITS3 allspark Company Overview: CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here The proposed salary range for this position is: $51,800 - 106,200 USD