• Create and update tickets utilizing ITSM.
• Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
• 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; Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs); Reroute routine circuits within 24 hours of notification; Documenting reroute in the configuration management database (CMDB); 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
• Works directly with Shift lead and O&M leadership for guidance
• Incident Escalation: Fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II. Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
• Demonstrated knowledge of training, standard operating procedures, and tools within O&M: Evaluates and provides feedback for training, standard operating procedures, and tools; Assist in training Network controllers within O&M; Effectively communicates with the O&M team and the customer.
• Provide technical advice and insight to peers and customers to assist in resolution of complex issues.
• Demonstrate proficiency of several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.
BASIC QUALIFICATIONS:
• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
• 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 three 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.