Job Abstract

CACI is seeking a Tier I Shift Lead to oversee operations during a shift for a 24x7x365 Network Operations Security Center (NOSC). 

In coordination with the Tier I Manager and Tier 1 Deputy Manager, the Shift Lead leads a network operations team responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a large enterprise network infrastructure.  The Shift Lead will address more complex network issues prior to escalation and report on all operational information concerning the enterprise network infrastructure.  We are currently hiring for shift C/3 (see below).

Shifts:

• Shift A/1: Sun, Mon, Tues, and every other Wed: 7:00 AM - 7:30 PM

• Shift B/2: Sun, Mon, Tues, and every other Wed: 7:00 PM – 7:30 AM

• Shift C/3: Thurs, Fri, Sat, and every other Wed: 7:00 AM - 7:30 PM

• Shift D/4: Thurs, Fri, sat, and every other Wed 7:00 PM – 7:30 AM

The work location for this position is the Nebraska Ave Complex (NAC) in Washington, DC, currently with telework authorized with a signed telework plan agreement.  The candidate must live in the National Capital Region (NCR) commuting area (Washington DC, Maryland, Virginia area) and be able to commute to the NAC when required.

About the Role:

• Conduct technical services and support at the Tier I level, including WAN and LAN connectivity, routers, firewalls, and security.

• Leverage technical background to guide troubleshooting and incident management of technicians on the team as necessary

• Ensure Tier I staff are instructed and follow the Incident Management Processes.

• Provide information and status updates to leadership on priority incidents.

• Monitor inbound calls to assign/reassign team member coverage to minimize call waiting time and identify when multiple calls are being placed for the same incident to roll up into a master ticket.

• Assign team members duties at the beginning of shift and ensure they have completed them by the end of shift.

• Complete shift turnover and brief next shift lead on activities. 

• Escalate all issues that cannot be resolved to Tier I Manager and provide updates.

• Ensure the Tier I Manager is aware of any incidents causing a disruption to day-to-day operations.

• Keep the Tier 1 Manager abreast of all shift member performance or attendance issues.

• Provide training and guidance to Tier I staff in capturing, documenting, and taking appropriate action on each incident.

• Maintenance of established return to service process library, including the development on new procedures as needed.

• Act as escalation point for NOC operations during the shift

• Ability to be on call for other shifts

Required Qualifications

• Ability to obtain DoD Security Clearance

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred

• Bachelor’s degree and 1 year of applicable experience. (Equivalencies include High School Diploma/GED + 7-Years experience or Associate degree + 5-Years experience)

• Previous routing/switching work experience in an enterprise IT operation environment

• Knowledge of network fundamentals and protocols such as OSPF (Open Shortest Path First), BGP (Boarder Gateway Protocol), and EIGRP (Enhancement Interior Gateway Protocol.

• Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM

• Understanding of ITIL service delivery concepts

• Experience working with wireless technologies, Virtual Private Networks (VPN), Intrusion Prevention Systems (IPS), WAN Accelerators and associated technologies

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

Preferred Qualifications:

• Basic knowledge of cloud fundamentals and experience with cloud system monitoring.

• Network+, ITIL Foundations, Network+, CCENT, Security+, and/or Azure Fundamentals Certifications

• Experience leading a technical team (3 – 7 staff) in an enterprise IT operation environment

• Experience with DHS HSEN

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What You Can Expect:

A culture of integrity.

At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.

An environment of trust.

CACI takes pride in fostering a diverse and accessible culture where every individual feels supported to chart their own path. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.

Your potential is limitless. So is ours.

Learn more about CACI here.

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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: