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CACI International Inc · 1 month ago

Integrated Shift Supervisor - Day Shift

US CO Denver

Full-time

Onsite

Senior Level

$68K/yr - $142K/yr

5+ years exp

CACI International Inc is a company dedicated to ensuring the safety of our nation. The Integrated Shift Supervisor is responsible for directing on-shift staff and overseeing the operations of a multisource services environment, ensuring proper incident management and situational awareness for critical business functions.

Information TechnologyService IndustrySoftware

Comp. & Benefits

No H1B

Security Clearance Required

U.S. Citizen Only

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 or 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

Qualification

TS/SCI Clearance with PolygraphIT operations coordinationNetworking knowledgeSecurity+ certificationITIL 4 CertificationCustomer service skillsAnalytical skillsBasic knowledge of ServiceNowVMWare vSphere knowledgeProficient writing skillsCommunication skillsOrganizational skills

Required

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

Preferred

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

MCSA

Benefits

Healthcare

Wellness

Financial

Retirement

Family support

Continuing education

Time off benefits

Company

CACI International Inc

Glassdoor4.0

At CACI International Inc (NYSE: CACI), our 25,000 talented and dynamic employees are ever vigilant in delivering distinctive expertise and technology to meet our customers’ greatest challenges in national security.

Founded in 1962

Arlington, Virginia, USA

10001+ employees