Enterprise Operations Center Specialist

Location: Washington, DC (DOT Headquarters – 1200 New Jersey Ave SE)

Clearance: Public Trust (Candidate must currently hold—or be able to obtain—Public Trust; DOJ Public Trust preferred)

Work Type: Onsite, Government Site

Schedule: 24/7 Operations (Standard 40-hour workweek; no telework)

Contract: 6-month assignment with extension potential

Role Summary

The EOC Specialist – Junior provides enterprise-level monitoring, incident management, and operational support for the Department of Transportation (DOT) Headquarters. The role supports near real-time infrastructure and network monitoring, incident response, troubleshooting, communication workflows, escalation management, and documentation activities within a 24x7 EOC environment. Daily work includes responding to events, performing early analysis, coordinating with DOT Tier III teams and external vendors, and ensuring accurate reporting and knowledge transfer.

Key Responsibilities

• Provide proactive and scheduled console monitoring of enterprise infrastructure and systems (hardware, network, critical systems) in near real time.
• Respond to events, alerts, and automated tool notifications; perform early analysis and validate events with appropriate POCs.
• Troubleshoot affected configuration items (CIs), including performing ping tests and accessing routers/switches to review logs and interface status.
• Escalate issues by opening and assigning ITTSM tickets; coordinate with DOT Tier III teams and external vendors such as AT&T.
• Generate and deliver required communications for incident management, including notifications, cyber incident updates, service degradation/outage messages, daily operations reports, and COE morning summary reports.
• Initiate Critical Incident Management processes and lead the Incident Response Bridge process, including capturing notes for outage communications and coordinating participant engagement.
• Perform Root Cause Analysis (RCA) documentation, gather supporting data, assign RCA numbers, and identify material to be added to the knowledge management repository.
• Provide on-site troubleshooting and repair support for ExecHelp and Tier III teams during off-hours, including hands-on data center support and escorting unbadged personnel.
• Maintain POC and site information for remote locations; create and update SOPs related to IMC processes.
• Generate and distribute daily and weekly operational reports.
• Identify problem areas within systems and coordinate actions for resolution using established concepts, processes, and procedures.

Required Technical Skills

• Experience monitoring and managing enterprise systems and networks using advanced tools and technologies.
• Ability to perform network troubleshooting (ping, router/switch access, log review, interface analysis).
• Proficiency with event and alert response workflows in an enterprise operations environment.
• Experience with IT ticketing systems (opening, assigning, escalating, and managing tickets with internal teams and vendors).
• Strong incident management communication skills, including drafting notifications and operational summaries.
• Ability to initiate and support Critical Incident and Incident Response Bridge processes.
• Hands-on technical support capability for data center environments.
• Knowledge management experience: SOP creation, documentation updates, RCA creation, and repository maintenance.

Preferred / Nice-to-Have Skills

• Familiarity with ServiceNow
• Familiarity with BMC Remedy

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, System Administration, or a related field (or equivalent experience).
• Minimum 2 years of experience supporting an enterprise operations center, monitoring systems, and managing networks at scale.
• Candidate must be a U.S. citizen or green card holder, with at least 3 years of residency in the U.S.
• Ability to obtain and maintain a Public Trust clearance (must be granted before assignment begins).

About the Team / Company

This role supports the Department of Transportation (DOT) under a Leidos contract as part of the Digital Modernization Business Unit. The Enterprise Operations Center (EOC) provides continuous (24/7) monitoring and incident response services for DOT systems. Work is performed onsite at the DOT Headquarters.