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Knowledge Management, Inc. (KMI) is a Small Business (SDB) providing Information Technology, Cyber Security, Data Analytics and Professional services to the Federal markets. Since 1998, our solutions and services have improved our clients performance and operational effectiveness, while reducing costs and mapping technology needs for tomorrow's requirements.
Title: Critical Incident Lifecycle Coordinator - EOC Locations: Arlington, VA; Washington, DC; Sterling, VA OR Remote Required Clearance: Active Secret Work Status: US Citizen Contract duration: Base year + 6 (1 - year options) Experience/Education: BS degree and 8-10 years' experience or MS degree and 6-8 years' experience or high school diploma/equivalent and 12 years' experience Shift/Hours: 1st Shift, Thursday - Sunday (4 x 10) Knowledge Management, Inc. (KMI) is seeking an Enterprise Operation Center (EOC) critical incident lifecycle coordinator (CILC) to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). This initiative is intended to provide IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally. The EOC CILC w ill manage critical incidents and troubleshooting bridges within the CA/CST CAEIO EOC Team. The CILC will be responsible for working closely with CAEIO contractors, DOS leadership and business stakeholders to resolve critical incidents and monitor performance, faults and security service delivery and solutions to automating IT enterprise monitoring services and related business processes. The EOC CILC shall be responsible for managing critical and high incidents, monitoring and working with a complex, 24x7x365 enterprise operations center including coordinating an operations team responsible for tracking and resolving CA/CST's most critical incidents. Day to Day Work Responsibilities:- Coordinate operational activities with the on-duty EOC staff to include: critical incident management, incident management, enterprise monitoring, security alert monitoring, server builds, and other maintenance activities.
- Stand up critical incident bridges when needed, make sure required technical resources respond to incidents and attend the critical incident calls, and communicate incident status to stakeholders
- Ensure critical and high incident SLA's for escalation and resolution are met.
- Identify areas to streamline or improve critical incident handling with respect to escalation and communication.
- Communicating operational state of the enterprise systems between various teams within CAEIO, and external stakeholders to include the customer.
- Hand off operational status between shifts to incoming leads to include: critical and high incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems
- Monitor multiple systems and applications using monitoring tools to insure availability of systems and applications in the Consular Affairs Consular Systems Technology (CACST) environment.
- Coordinate projects assigned to the Enterprise Operations Center to assist the program reach deadlines. Provide efficient updates to the customer as required.
- Prepare High/Critical ticket report, three times a week, in support of the Daily Status Report (DSR) held by CST Director and Deputy Director.
- Coordinate with other support teams (internal and external) and respective staff members to ensure that trouble tickets are being updated in a timely manner and within the parameters of SLAs.
- Create Standard Operation Procedures for tasks that are utilized by new and existing staff members.
- A minimum of five years of experience in an enterprise operations center and two years managing/ leading enterprise operations center staff or in a coordination role with the skills applicable to a complex, worldwide network.
- Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in high-stress situations.
- A minimum of five years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives. A minimum of three years of experience with the collection and analysis of metrics across a distributed, complex IT enterprise. Ability to develop integrated dashboard views for various stakeholder groups. Experience reporting against and managing to Service Level Agreements (SLAs).
- Excellent written, verbal, and interpersonal skills
- Possesses an ITIL foundations certification
- Possesses a COMPTIA Security+ certification
- ServiceNow expertise