Job Abstract

CACI is seeking an IT Incident Response Officer to provide continuous (24 hours a day, 7 days a week, 365 days a year) enterprise-wide situational awareness and serve as the central point for collecting and fusing information from all enterprise IT services including DHS Enterprise Datacenters, DHS NOCs, DHS application owners, Service Providers for the Technical Operations Center.

This position requires a minimum of 3 days on-site in Arlington, VA.

We are hiring for three shifts: 6am to 2:30 pm M-F, 9am to 5:30pm M-F and 1pm to 10pm M-F. All shifts required rotating on-call support.

About the Role:

Our IT Incident Response Officer will act as central point of escalation and incident manager for IT infrastructure, systems and enterprise applications; this includes the monitoring, coordination, notification, and alerts and in some cases leading the resolution for incidents. Candidates will coordinate the resolution, Reason for Outage (RFO), Root Cause Analysis (RCA), and keep DHS leadership aware of the evolution of the incident resolution. Provide correlation and trend analysis services for the Department based on inputs from functional departments, DHS Components, and Service Providers for the purpose of coordinating the appropriate response to promote effective and efficient IT operations.

In particular, this role is the primary shift point of contact and is expected to:

• Leverage technical background to guide troubleshooting and incident management of technicians responsible for troubleshooting/resolving the issue

• Manage and oversee the implementation of the Incident/Problem Management Process

• Provide information and status updates to leadership on priority incidents and enterprise wide outages

• Work in collaboration with Tier 1 to identify when multiple calls are being placed for the same incident to roll up into a master ticket

• Complete shift turnover and brief next shift on operational activities

• Escalate all issues that cannot be resolved at a Tier 2 level to Tier 3

• Ensure management is aware of any incidents causing a disruption to day to day operations

• Keep track of Service Provider Maintenance and report as needed

• Act as an escalation point for app, system and network operations

Required Qualifications:

• Ability to obtain a Department of Homeland Security (DHS) Entry on Duty (EOD)

• Bachelor’s degree or equivalent + 10 applicable years

• Knowledge of networking fundamentals

• Understanding of ITIL service delivery concepts

• Experience working in a Network Operations Center

• Working knowledge of ServiceNow; creating, updating and closing tickets

• Excellent verbal and written communication

Preferred Qualifications:

• ITIL Foundations, Network+, CCENT, Security+

What We Can Offer You:

- We’ve been named a Best Place to Work by the Washington Post.

- Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

- We offer competitive benefits and learning and development opportunities.

- We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

- For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

 

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: