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Complete Description:

The Network Operations Center takes full responsibility for proactively monitoring, analyzing, reporting out and resolving IT and network related issues before there's an impact to District Agencies. As a result, the Government is allowed to focus on core mission activities knowing that the District’s Production Operation Network is stable and robust to handle mission critical events.

Within the Network Operations Center, OCTO provides network monitoring and management services to every District Agency that is connected to DC-Net and OCTO Data Centers. OCTO combines powerful management tools and integrated applications with proven methodologies and processes to deliver high-quality services to increase network availability and optimize performance across the Network.  The various components that make up OCTO’s network monitoring and management service are listed below:

•          Fault Monitoring Service

•          Performance Monitoring Service

•          Network Monitoring Service

•          Information Technology Command Center

•                 Incident Management and documentation.

The contractor will report to the NOC Manager for assignment of duties and tasks.  In addition, ad-hoc requests may be assigned as required.  The Contractor will work with District Agencies to identify events that should be monitored and provide updates to the NMS team as necessary to successfully monitor events on a daily basis. The contractor shall respond to events and outages on those systems on a timely basis, contact designated individuals responsible for supporting those systems, escalate as necessary, and report on the progress of restoration.

The contractor shall perform Root Cause Analysis (RCA) and create Incident Reports that are clear and concise for executive level consumption.

The Critical Event Manager will function within the Information Technology Command Center (ITCC). 

The primary objective for this role is to:

•          Lead the efforts to restore a normal service operation as quickly as possible and to minimize the impact on government operations

•          Pay full attention to NOC alerts that are customer impacting and respond immediately by following established processes

•          During critical events manage customer expectations and clearly communicate incident updates on a timely interval

•          Detect and record incidents and prioritize based on impact and urgency

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•          Standardize global critical event notification, escalation, process and procedures

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•          Formulate concise, clear and accurate alerts and notifications to management

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•          Establish business owner for the Critical Event Management process

•          Establish critical event information criteria for new systems and applications

•          Establish post critical event standard reporting requirements

Resource must be self-starter, pays attention to details, and can work with little to no supervision. Resource must be responsive to email and phone inquiries at all times.

Skill

Experience in Enterprise Incident Management and Response Management

Experience standardizing global critical event notification, escalation, process and procedures

Experience writing technical memos and documents

Experience formulating concise, clear and accurate alerts and notifications to management

Experience creating critical event information criteria for new systems and applications

Experience posting critical event standard reporting requirements

Organizational and time management

Solid understanding of Business Process Management and able to proficiently utilize the tools associated with accomplishing assigned goals.

Understanding of Web applications, Servers, and Network infrastructure is a must.

This is a technical position. Candidate must be technical. Candidate must have hands on experience working with and on  network equipment, server, desktop, wireless and various software packages. Along with the technical skills the candidate must have excellent people and writing skills.    

Resource must be self-starter, pays attention to details, and can work with little to no supervision. Resource must be responsive to email and phone inquiries at all times.

Must be ITIL certified

PMP desired but not required.

COBIT desired but not required.

Behavior Characteristics:

Resource must be self-starter, pays attention to details, and can work with little to no supervision. Resource must be responsive to email and phone inquiries at all times.

Skills: