Location: Scott AFB, IL
Security Clearance: Secret
Job Type: Full-Time

Target Salary Range*: $48,100 - $86,950

*This represents the potential salary range for this position depending on education level, years of experience and/or certifications in addition to other position specific requirements which may impact salary

Responsible for assisting with the following duties:

• Create and update tickets utilizing Service Now.
• 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. o 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. o Identify failures that are attributable to a different causes and impacts o Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs). o Reroute routine circuits within 24 hours of notification o Documenting reroute in the configuration management database (CMDB). o 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.

Basic Qualifications:

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date.
• High school and 2-4 years of experience
• 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.
• Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.