The Shift Supervisor is responsible for directing on-shift staff, performing oversight and coordination of a multisource services environment. He/She supports our COMM Network Operations Center. The Shift Supervisor ensures monitoring, tracking, proper severity Level of incidents, and the escalation of incidents affecting critical business functions are managed and that situational awareness of any anomalies is relayed to appropriate leadership. The proactive nature of this position demands an experienced manager with operational experience with the ability to direct the performance of resources that support critical operations.
Work hours will be permanently assigned based on operational requirements:
Work hours to be assigned:
Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12-hour shifts 1600-0400 or 0400-1600
Position Responsibilities:
Monitors and tracks service-impacting changes in the Enterprise infrastructure
Works with Service Operations team staff during the installation, upgrade, or decommissioning of infrastructure equipment or software to monitor and track potential impact on the Enterprise
Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the Enterprise using monitoring tools
Assists with the development and maintenance of standard operation monitoring procedures
Assists with Major Incident Severity Level calls (standing up conference calls, identifying appropriate service line resources, and documenting a timeline of events)
Monitors planned and unplanned service-impacting changes
Assists with the preparation of Outage and Resolution Notifications for Severity Level Incidents, Advisory Notifications, Planned Outage Notifications, and updates to those outages
Assists with SharePoint Outage Tracker entries and updates
Assists with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
Archives Daily Operations Report and Shift Change Log (Day Shift)
Performs trend analysis, incident problem review and recommendations, and reports incident/service status via defined reporting forms, as requested
Checks on the status of Critical Site Tickets and drives them closer, if possible
Checks on the status of Prolonged/Multiple Transfers of Tickets and drives them closer, if possible
Provides Situational Awareness support to the Customer, including updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations
Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability, Service Level Agreements (SLA) conformance, and other service-related trends
Proactively monitors high-priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services
Supports the Government with Situational Awareness of world, national, or local events (e.g., natural disasters, civil unrest, low-intensity conflicts, acts or terrorism) and correlates impacts to Enterprise Operations Squadron managed and monitored systems
Provides operational coordination for network Event and Incident Management functions
Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership
Supports the Government by performing daily ad hoc taskings from the Customer
Generates Situational Awareness notifications via various messaging systems for distribution to customers
Provides technical assistance, when requested, by the Customer in support of defined duties
Provides coordination, data collection, and other support to the After Action Report process
Integrates ITIL v3 best practices into existing documentation provides process improvement recommendations and assists in maintaining governance documentation
Demonstrates an understanding of network services, and Carrier Ethernet
Responsible for collection of incident information through customer conversation, and self-service support tools.
Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress.
Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
Executes against established Service Level Agreements (SLA).
Documents resolutions and updates self-help and staff knowledge bases.
Alerts management to recurring problems and patterns of problems.
Required Qualifications:
An Active TS/SCI Clearance with Polygraph
Minimum 5 years of recent and relevant experience successfully coordinating/directing IT operations, performing under-documented 24x7x365 operational performance requirements
Technical background and strong IT skills/knowledge in networking
Proficient writing skills
Experience drafting presentations and executive-level reports
Must be able to review technical documentation and summary information for executive-level review
Required Certifications
Security+ or any DoD 8140 IAT certification
Any ITIL 4 Certification
Desired Qualifications:
Proficient in word processing, spreadsheets, and desktop applications
Strong communication and interpersonal skills
Strong logic and analytical skills
Strong customer service skills and experience
Excellent oral and written communication skills
Proven ability to multi-task and prioritize, with attention to detail, in a fast-paced environment
Excellent organizational skills
Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems ITIL Service Operations or ITIL Service Operations Analysis, Cisco CCNP, Cisco CCNA, AWS Associate or better, VMWare vSpere, or MCSA
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.
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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:
$64,400 - $135,100CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected characteristic.