Lead Operations Support Center Level 3 (95736BR)

  • ManTech International
  • USA, MARYLAND, Annapolis Junction
  • 02/26/2018

Job Description

USA, MARYLAND, Annapolis Junction Full-Time Security Clearance: Secret ManTech is seeking an OSC Shift Operator Level 3 to support a large and important program critical to our nations safety. -The Operations Support Center (OSC) Shift Operator – Shift Lead performs activities related to IT Service Desk Support and systems monitoring. This position is staffed and supported by rotating shifts to cover a 24x7x365 work schedule. This position will routinely perform activities associated with IT customer support and systems monitoring, including but not limited to: -Proficient in all OSC Shift Operator L1 & L2 functions -Monitoring, reporting and documenting the health and status of the production system -Perform system optimization functions, such as WLS Sync check & NARA Delete Sweeper -Perform functions associated with TVS pipeline control -Perform functions associated with MA adjudication checks -Perform functions associated with replaying failed MQ messages -Facilitate and lead emergency action procedures for the team -Incident and service request ticket creation, updating and closure -Facilitate bridge calls for outages and maintenance windows -Create and send AWS alerts as needed -Participate in maintenance activities as needed -Creation of and transmission of daily and ad hoc reports -Conduct system redirect functions -Monitor data flow in Orion -Perform data loads for derogatory and watch list populations -Participate in Severity 1 & 2 outages to assist Tier 2 support -Update daily shift logs -Meeting Service Level Agreements (SLA’s) -Assist with editing of Standard Operations Procedures and other supporting documentation -In addition, the NOC Administrator/Helpdesk Support Specialist – Shift Lead will be responsible for the following on their shift: -Direct activities of shift staff to ensure all mission tasks are being completed in a timely manner -Manage the schedule and coverage for their shift and provide updates to the OSC scheduler -Ensure consistent and constant communication within the team and the on-duty GWOs 03-04 years w/High School Diploma See Qualifications / -Knowledgeable with Remedy Incident Management -Knowledgeable with Linux and Windows Account Management -Knowledgeable with SolarWinds and Tivoli monitoring -Prior experience in customer service or call center environment -Experience initiating and escalating incident tickets and/or problem reporting -Proficient with PC functions such as file search, network drive mapping, and directory structuring, cutting, copying & pasting activities. -Ability to communicate and coordinate with various customers and stakeholders on a variety of issues -Ability to assist with maintaining documentation reflecting the current operational environment -Team player with strong interpersonal skills -Strong oral and written communication skills -Strong technical knowledge in troubleshooting Windows workstation and custom application problems -Ability to work on individual tasks, as well as team-oriented tasks. -Ability to prioritize competing priorities. ManTech International Corporation is comprised of approximately 7,300 talented employees who use advanced technology to help government and industry meet some of their greatest challenges around the world. We adhere to the simple, no-nonsense values on which ManTech was founded more than four decades ago, aligning squarely with the mission objectives of our customers. As our customer base continues to expand and diversify, we continue to diversify our workforce and solutions. Nearly half our employees have a military background, and approximately 70 percent hold a government security clearance. As a leading provider of innovative technology services and solutions for the nation's defense, security, health, space, and intelligence communities; we hold nearly 1,100 active contracts with more than 50 different government agencies. JBManTech ICJBMeta