Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions. Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support. Draft and send incident notifications to government stakeholders and other support teams. Monitor and perform health checks of systems critical to infrastructure. Document, track, and coordinate incidents in ServiceNow. Escalate unr... more details
Technology Operations Center Systems Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: None
Employee Type: Regular
Percentage of Travel Required: None
Type of Travel: None
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CACI is seeking a Systems Lead to join our Technology Operations Center (TOC) operations and maintenance team. The Systems Lead will be responsible for Tier 1 services across 20+ systems and applications ensuring standardized incident response and request fulfillment against customer defined SLAs. The Systems Lead will lead a team of technicians who will provide technical expertise and respond to monitoring alerts and manage incidents to resolution in a 24/7/365 environment. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage, resolve incidents, document for root cause analysis, and complete pre-defined requests.
In addition, the System Lead will support the transition of new systems and applications into the TOC support model, ensuring staff are trained and ITSM processes are implemented.
This position is on-site in Arlington, VA.
More About the Role:
- Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.
- Ensure proper monitoring of systems or support requests are implemented for optimal uptime, customer service, and support.
- Draft and send incident notifications to government stakeholders and other support teams.
- Monitor and perform health checks of systems critical to infrastructure.
- Document, track, and coordinate incidents in ServiceNow.
- Escalate unresolved issues to Tier I/III.
- Joins troubleshooting bridge calls for major incidents.
- Perform Tier I-level administration tasks to fulfill pre-defined requests and tasks.
- Assist with postmortem related activities and support various efforts related to operational improvements.
- Based on recommendations from management, implements new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
- Prepare and send reports on incident status and performance of request fulfillment.
- Create and update documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
- Continuously cross-train team in systems and network administration.
- Lead the transition of new systems and applications into the TOC, ensuring services align to SLAs and KPIs
You’ll Bring These Qualifications:
- Ability to attain DHS EOD
- BA + 10 years’ applicable experience, or 16 years’ experience
- Excellent troubleshooting and problem-solving skills on Windows Operating Systems (Windows 11 and Server), Microsoft Office 365, Active Directory, network issues
- Experience using ServiceNow service management software (or similar tool) to track incidents and service requests through the full lifecycle
- Ability to learn new technologies quickly (servers, switches, virtual hosts, etc.)
- Advanced experience with Active Directory management & administration
These Qualifications Would Be Nice to Have:
- The following certifications are highly desired:
- COMPTIA A+, or Network+, or Security+
- ITIL Foundation
- Knowledgeable of Problem Management best practice and processes
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:
$77,200 - $162,200
