ManTech is seeking an Operations Support Center (OSC) Shift OperatorL3 to support a critical Federal program for our Colorado Springs office/Annapolis Junction Office.
The Operations Support Center (OSC) Shift Operator -Level 3 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
Manually uploading and processing higher level critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
Creation, analysis, escalation and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and multi-system/service outages
Provide advanced technical support on mission critical systems during maintenance actives and outages, including decision to implement failover functions when needed
Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools with the ability to make critical decisions based in information provided by the tool
Third level phone and email call triage requiring the ability to understand and respond to customer requirements
Incident and service request ticket analysis and tracking, including decisions to escalate issues as needed
Verify system application execution to ensure mission critical applications are operating as expected
Advanced troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks
Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
Onsite facilities checks verifying the integrity of the mission systems
Create, consolidate and post daily shift logs
Perform system optimization and troubleshooting functions, such as synchronization checks, record deletions, replaying messages and other data control functions
Facilitate and lead emergency action procedures for the team
The Shift Lead is the point of contact for issues that are impacting the operations of the OSC. The Shift Lead will escalate to the on-duty GWO, contractor OSC Deputy Managers and/or OSC Section Chief, as appropriate
The Shift Lead will maintain normal operations of the OSC, including daily activities such as walkthroughs, runbook updates, routine email and monitoring (SolarWinds, Tivoli, Netcool, Orion, XYMon, etc.)
The Shift Lead will support government GWO's with responsibilities as it pertains to lesser impacting issues to include (but not limited to) service disruptions outside the scope of DHS (i.e. internal
service disruptions on the AO end)
The Shift Lead will support all maintenance activity bridge calls, unless a higher precedence issue is taking place
The Shift Lead will recommend changes to SOPs and provide documentation to OSC management who will coordinate changes with the GWOs
The Shift Lead will ensure all shift turnover reporting is complete and conduct shift change in accordance with the shift change over SOP
Shift Leads will participate in GWO shift turnovers (to include an event summary) with the incoming GWO and Shift Lead, and signoff upon completion (both the receiving and sending GWO)
The Shift Lead will ensure all runbook updates have been completed
Upon approval from O&M leads and Section Chiefs, Contractor Shift Leads are allowed to clear Netcool Alerts
The Shift Lead will maintain status of SEV1 and SEV2 emails and times for required updates including contacting O&M lead in a timely manner
The Shift Lead is responsible for the tasking of all personnel on their shift. Any personnel issue will be escalated to the contractor OSC Deputy Manager or OSC
The Shift Lead is responsible to ensure proper coverage for their shifts and notify contractor management of any coverage issues
The Shift Lead is responsible to ensure all personnel on their shifts receive the appropriate training. Any issues with training will be escalated to the contractor OSC Deputy Manager or OSC Manager
The Shift Lead is responsible to ensure operators complete all data loads in a timely fashion
The Shift Lead will identify, monitor and follow-up on any OSC equipment issues that impact mission availability
The Shift Lead will be capable of creating and briefing the SMO Daily Operations Briefing
The Shift Lead will be capable of creating and briefing the TIM Weekly Customer Meeting
Create and edit Standard Operations Procedures and other supporting documentation reflecting the current operationalenvironment
Qualifications Requires Bachelor's degree (in Computer Science or related field) or equivalent, and five to seven years of related experience in computer hardware, software, networking systems, and in the set-up, configuration, use, and trouble shooting of computer systems. Degrees See Qualifications Years of Experience See Qualifications Position Type Full-Time Shift Rotating Overview 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.
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