Integrated Shift Supervisory Day Shift

The Shift Supervisor is responsible for directing on-shift staff performing oversight and coordination of a multisource services environment. He/She supports our COMM Network Operations Center. The Shift Supervisor ensures monitoring tracking proper severity Level of incidents and the escalation of incidents affecting critical business functions are managed and that situational awareness of any anomalies are relayed to appropriate leadership. The proactive nature of this position demands an experienced manager with operational experience with the ability to direct the performance of
resources that support critical operations.

Work hours to be assigned:
Panama (2 on 2 off 3 on 2 off 2 on 3 off) Shift work - 12 hour shifts 0600-1800

Position Responsibilities:
Monitors and tracks service impacting changes in the Enterprise infrastructure
Works with Service Operations team staff during the installation upgrade or decommissioning of infrastructure equipment or software to monitor and track potential impact to the Enterprise
Monitors and analyzes critical incident alerts regarding outages or degradation in services affecting the Enterprise using monitoring tools
Assists with the development and maintenance of standard operation monitoring procedures
Assists with Major Incident Severity Level calls (standing up conference calls identifying appropriate service line resources and documenting a timeline of events)
Monitors planned and unplanned service impacting changes
Assists with the preparation of Outage and Resolution Notifications for Severity Level Incidents Advisory Notifications Planned Outage Notifications and updates to those outages
Assists with SharePoint Outage Tracker entries and updates
Assists with setting up conference bridges in support of Severity Level 1s and 2s and engaging appropriate resources
Archives Daily Operations Report and Shift Change Log (Day Shift)
Performs trend analysis incident problem review and recommendations and reports incident/service status via defined reporting forms as requested
Checks on the status of Critical Site Tickets and drives them to closer if possible
Checks on the status of Prolonged/Multiple Transfers of Tickets and drives them to closer if possible
Provides Situational Awareness support to the Customer to include updating reports passing down documentation and master station logs monitoring chat rooms and communicating ongoing impacts to service operations Leverages Enterprise Management tools and analytics to correlate service impacts service availability service capability Service Level Agreements (SLA) conformance and other service-related trends
Proactively monitors high priority incident tickets impacting VIPs and Mission/Business/Enterprise critical services Supports the Government with Situational Awareness of world national or local events (e.g. natural disasters civil unrest low intensity conflicts acts of terrorism) and correlates impacts to Enterprise Operations Squadron managed and monitored systems
Provides operational coordination for network Event and Incident Management functions
Prepares daily network availability briefings charts and reports for the Customer to provide to Government leadership
Supports the Government by performing daily ad hoc taskings from the Customer
Generates Situational Awareness notification via various messaging systems for distribution to customers
Provides technical assistance when requested by the Customer in support of defined duties
Provides coordination data collection and other support to the After-Action Report process
Integrates ITIL v3 best practices into existing documentation provides process improvement recommendations and assists in maintaining governance documentation

Demonstrates an understanding of network services and Carrier Ethernet

Responsible for collection of incident information through customer conversation and self-service support tools.

Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.

Conducts initial assessment triage research and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components. Communicates promptly on progress.

Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents as necessary to product line application or system support specialists.

Executes against established Service Level Agreements (SLA).

Documents resolutions and updates self-help and staff knowledge bases.

Alerts management to recurring problems and patterns of problems.

Required Qualifications:

An Active TS/SCI Clearance with Polygraph Minimum 5 years of recent and relevant experience successfully coordinating/directing IT operations performing under documented 24x7x365 operational performance requirements

Technical background and strong IT skills/knowledge in networking

Proficient writing skills

Experience drafting presentations and executive level reports

Must be able to review technical documentation and summaries information for executive level review

Required Certifications

Security or any DoD 8140 IAT certification

Any ITIL 4 Certification

Desired Qualifications:

Proficient in word processing spreadsheets and desktop applications

Strong communication and interpersonal skills

Strong logic and analytical skills

Strong customer service skills and experience

Excellent oral and written communication skills

Proven ability to multi-task and prioritize with an attention to detail in a fast-paced environment

Excellent organizational skills

Basic knowledge of ServiceNow Windows Desktops and other IT Service Management (ITSM) Systems ITIL Service Operations or ITIL Service Operations Analysis Cisco CCNP Cisco CCNA AWS Associate or better VMWare vSpere or MCS

What You Can Expect:

A culture of integrity.

At CACI we place character and innovation at the center of everything we do. As a valued team member youll be part of a high-performing group dedicated to our customers missions and driven by a higher purpose to ensure the safety of our nation.

An environment of trust.

CACI values the unique contributions that every employee brings to our company and our customers - every day. Youll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.

A focus on continuous growth.

Together we will advance our nations most critical missions build on our lengthy track record of business success and find opportunities to break new ground in your career and in our legacy.

Pay Range:

There are a host of factors that can influence final salary including but not limited to geographic location Federal Government contract labor categories and contract wage rates relevant prior work experience specific skills and competencies education and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI you will receive comprehensive benefits such as; healthcare wellness financial retirement family support continuing education and time off benefits.

The proposed salary range for this position is: