Space Development Agency (SDA) NOC Technician

United States·Scott AFBmid

Customer SupportNOC Technician

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Quick Summary

Key Responsibilities

Create and update tickets. Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.

Requirements Summary

C3EL is seeking a cleared professional to support our mission at Scott AFB in Illinois. This Network Technician will support the Space Development Agency (SDA),

Technical Tools

Customer SupportNOC Technician

Responsibilities

~3 min read

→Create and update tickets.
→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 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.
- →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.
- →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 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 in several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Requirements

~1 min read

U.S. Citizenship.
An active, in-scope US Government issued Secret clearance.
2-5 yrs of relevant technical experience.
Current DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent).
Demonstrated experience in network monitoring, troubleshooting, and service restoration.
Experience with one or more of the following: alarm surveillance, fault management, LAN maintenance, performance management.
Proficiency in one or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, GVS, ATM, Promina, CISCO, MSPP, Optical Switching.
General understanding of network and transport topologies, including IP and DWDM environments.
Ability to work in a 24/7 operational environment, including rotating shifts.

Requirements

~1 min read

Experience in a Tech Control Facility (TCF) or Cyber Transport environment.
Background in circuit actions and coordination with telecom vendors.
Familiarity with IP architecture and network design principles.
Experience working in a Telco Network Operations Center (NOC), including inside and outside plant operations.
Proficiency with Microsoft Office Suite applications, including Outlook, Excel, Word, Access, PowerPoint, and Teams.
Additional certifications are a plus, including:
- CCNA (Cisco Certified Network Associate);
- JNCIA-Junos (Juniper Networks Certified Associate);
- F5 Networks Certified Technical Specialist;
- ITILv4 (Information Technology Infrastructure Library, Version 4).