United One Communications

Our customer, Defense Information Systems Agency (DISA), provides, operates, and assures command and control of the Defense Information System Network (DISN) services to the warfighter, national leaders and other mission and coalition partners across the department of Defense (DoD) and national security organizations. Our Network Operations Center (NOC) team provides 24x7 global DoD information network (DoDIN) operations and incident management support.

PRIMARY RESPONSIBILITIES:

• Create and update tickets utilizing Remedy.

• Monitor network events and element management failures in real-time on a 24x7x365 basis.

• 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

  • coordinating correction of fault situations regardless of the fault in the infrastructure

• Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location of incidents

• Incident Analysis (Fault Isolation):

  • Support the fault isolation process

  • diagnoses 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.

• 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

• 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

  • 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

• Record, assess, track, and monitor incident tickets escalated to operational infrastructure.

• Demonstrate general knowledge of training, standard operating procedures, and tools within O&M

• Effectively communicates with the O&M team and the customer.

• Works directly with Shift lead and O&M leadership for guidance

• Demonstrate proficiency in functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

BASIC QUALIFICATIONS:

• High school and 1-3 years of experience.

• 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 maintenance, performance management.

• Expertise in two 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.