Job description
Responsibilities:
The IT Operations Shift Lead will manage the communications and Coordinate between the CA/CST CAEIO Operation Teams, working closely with CAEIO contractors, DOS leadership and business stakeholders to monitor performance, faults, and security service delivery and solutions, automating IT enterprise monitoring services and related business processes.
The IT Operations Shift Lead shall be responsible for communications and coordination of a complex, 24x7x365 enterprise operations center including working with multiple operations team responsible for coordinating and tracking incidents across the enterprise through resolution.
Day to Day Work Responsibilities:
Preferred Qualifications:
Shift: Weekend 2nd (Th, F, Sa, Su, M) Shift Peraton Overview:
Peraton is seeking an
IT Operations Shift Lead to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.
The IT Operations Shift Lead will manage the communications and Coordinate between the CA/CST CAEIO Operation Teams, working closely with CAEIO contractors, DOS leadership and business stakeholders to monitor performance, faults, and security service delivery and solutions, automating IT enterprise monitoring services and related business processes.
The IT Operations Shift Lead shall be responsible for communications and coordination of a complex, 24x7x365 enterprise operations center including working with multiple operations team responsible for coordinating and tracking incidents across the enterprise through resolution.
Day to Day Work Responsibilities:
- Coordinate operational activities to include incident management, enterprise monitoring, security alert monitoring, scheduled and unscheduled outages, and other maintenance activities.
- Communicating operational state of the enterprise systems between various teams within CAEIO, and external stakeholders to include the customer.
- Managing the shift turnover meeting. Coordinate and develop summation of the outgoing shifts relevant activities. Manage the meeting to keep it efficient, on point, and informative for all participants.
- Managing Morning briefings to management. Coordinate with the operational teams to provide accurate and timely status updates on key systems, efforts, outages, etc., capture in a briefing and present to contract and DOS management.
- Manage Daily Status Reports. Coordinate with operational teams to develop and report on High/Critical tickets to senior customer management.
- Coordinating refinement or creation of information dashboards for the various systems tools such as ServiceNow, Oracle Enterprise Manager (OEM) Splunk, AppDynamics, VMWare vRealize, Grafana, and Zabbix.
- Work with the Tools team to develop and maintain proactive monitoring solutions that reduce time, effort, and cost involved with managing and monitoring applications to assess the availability, performance, and capacity for the overall health of the environment.
- Coordination of special projects to assist the program in meeting deadlines. Provide efficient updates to the customer as required.
- Coordinate with other support teams (internal and external) and respective staff members to ensure that trouble tickets are being updated in a timely manner and within the parameters of multiple SLAs.
- Author and verify Knowledgebase articles to assist other technicians with possible reoccurring issues.
- Shall have a basic understanding of SharePoint sites and user permission rights.
- Coordinate Standard Operation Procedures creation and management for tasks that are utilized by new and existing staff members.
- Coordinate team training development and management
Basic Qualifications:
- Requires US Citizenship and an active SECRET Government Security Clearance
- Bachelor’s degree and 8-10 years experience or Masters degree and 6-8 years experience or high school diploma/equivalent and 12 years relevant experience.
- Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations.
- A minimum of 5 years of experience in an enterprise operations center and 2 years managing/ leading enterprise operations center staff with the skills applicable to a complex, worldwide network.
- A minimum of 5 years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives.
- A minimum of 3 years demonstrated experience developing and maintaining an enterprise monitoring solution that enables proactive alerting to technical teams as well as integrated dashboards that will provide views into the status of the operational environment to monitor against established thresholds and provide alerting and reporting to enable proactive management.
- Ability to establish thresholds for alerting, and coordinate with technical teams to route alerts appropriately.
- A minimum of 3 years of experience with the collection and analysis of metrics across a distributed, complex IT enterprise. Ability to develop integrated dashboard views for various stakeholder groups. Experience reporting against and managing to Service Level Agreements (SLAs).
- Excellent written, verbal and interpersonal skills.
- Ability to manage, lead, and present in meetings to senior management.
Preferred Qualifications:
Possesses a CompTIA Security+ certification- ITIL Foundations
- ServiceNow expertise
Shift: Weekend 2nd (Th, F, Sa, Su, M) Shift
Peraton drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted and highly differentiated national security solutions and technologies that keep people safe and secure. Peraton serves as a valued partner to essential government agencies across the intelligence, space, cyber, defense, civilian, health, and state and local markets. Every day, our employees do the can’t be done, solving the most daunting challenges facing our customers.
Target Salary Range: $112,000 - $179,000. This represents the typical salary range for this position based on experience and other factors. EEO Tagline (Text Only): An Equal Opportunity Employer including Disability/Veteran.
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