AISR NOC Technician III

About this role

Our customer is the Defense Information Systems Agency (DISA) and acts as the provider of GIG/Defense Information System Network (DISN) services to its customers, the Department of Defense (DoD) and national security organizations. This position directly supports the DISA-provided GIG capabilities and services in the 24x& DISA Global Operations Center (DGOC).

The Leidos Digital Modernization Sector and Global Solutions Management-Operations II (GSMO-II) have an opening in our Airborne, Intelligence, Surveillance and Reconnaissance (AISR) Operations Support Cell for a Network Technician at Scott AFB, IL.

Primary Responsibilities

Responsible for assisting with the following duties: • Create and update tickets.

• Independently triages and manages ticket queue in respective technology, and provides feedback and guidance for tickets of concern

• 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.

• Assist in developing and maintaining a centralized, known error database containing defects, failures, causes, and repair actions including workarounds taken to resolve these failures in support of incident and problem resolution.

• Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location 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 leadership to evaluate and provide feedback for training, standard operating procedures, and tools capabilities.

• 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.

• Demonstrate knowledge of training, standard operating procedures, and tools within O&M.

• Evaluates and provides feedback for training, standard operating procedures, and tools.

• Assist in monitoring training Network controllers within O&M.

• Assist in training junior-level Network controllers within O&M.

• Effectively communicates with the O&M team, the customer and outside leadership to obtain or provide information on significant events or changes within the DISN.

• Provide technical advice and insight to peers, leadership, other NOCs within O&M, and customers to assist in resolution of complex issues.

• Demonstrates comprehensive understanding of and ability to apply principles, theories, and concepts of networking and has a broad understanding of other related specialty areas.

• Provide advanced level technical support of the DISN customer.

• Independently works on projects or assignments for future operations within O&M and impacting the DISN

• Resolve multi-layer complex issues that cross several NOC or domain within O&M

• Demonstrate extensive proficiency in specialized functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Basic Qualifications • Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.

• High school and 2-4 years of experience.

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.

• Ability to work in a 24/7 operation.

• Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.

• Advanced Knowledge in four 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.

GSMO

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