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EMW · 3 weeks ago

Technical Control Officer

Norfolk, VA

Full-time

Onsite

Mid, Senior Level

$60K/yr - $65K/yr

2+ years exp

EMW, Inc. is seeking a Technical Control Officer to provide detailed advice regarding their specialism to the organization's planning and operations. The role involves maintaining knowledge management systems, supporting incident management, and providing technical guidance on ICT services and infrastructure.

Cyber SecurityInformation and Communications Technology (ICT)IT Infrastructure

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provides detailed and specific advice regarding the application of their specialism to the organization's planning and operations

Actively maintains knowledge in one or more identifiable specialisms

Recognizes and identifies the boundaries of their own specialist knowledge

Where appropriate, collaborates with other specialists to ensure advice given is appropriate to the organization's needs

Maintains knowledge management systems and content to meet business needs

Supports others to enable them to complete knowledge management activities and form knowledge management habits

Supports changes to work practices to support capture and use of knowledge

Reports on the progress of knowledge management activities

Configures and develops knowledge management systems and standards

Analyses service and component availability, reliability, maintainability and serviceability

Contributes to the availability management process and its operation

Performs defined availability management tasks

Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels

Implements arrangements for disaster recovery and documents recovery procedures

Conducts testing of recovery procedures

Ensures that incidents are handled according to agreed procedures

Prioritizes and diagnoses incidents

Investigates causes of incidents and seeks resolution

Escalates unresolved incidents

Facilitates recovery, following resolution of incidents

Documents and closes resolved incidents

Contributes to testing and improving incident management procedures

Investigates problems in systems, processes and services

Assists with the implementation of agreed remedies and preventative measures

Acts as the routine contact point, receiving and handling requests for support

Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution

Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate

Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues

Contributes to creation of support documentation

Supports Service Operations Branch Head in managing SOB resources and activities to ensure the effective and efficient development and execution of service agreements for local budget, acquisition activities and asset management

Provides technical guidance to CSU with regards to CIS Infrastructure, Cyber Security, Core, FAS and COI services design and service provisioning

Provides technical advice to CSU on ICT services design and engineering for the projects and customer requests Act as the Technical lead of locally and centrally managed projects to ensure their implementation in coordination with the project team

Provides up-to-date High Level Designs and diagrams for the local ICT infrastructure showing system interconnections and interdependencies

Follow the ITIL Problem Management process, and contribute to Incident Management, Change Management and Continuous Service Improvement

Develop and maintain Disaster Response Plans (DRPs) for assigned systems. Test and execute these plans in accordance with the overarching CSU DRP

Support annual budget development and contribute to budget execution

Maintain close liaison with other technicians and engineers throughout the CSU, other CSUs, Functional and Business Areas to promote efficient operation of services

Deputize for higher grade staff, if required

Perform other duties as may be required

Qualification

NATO SECRET security clearanceICT systems implementationCyber security managementITIL processes knowledgeTechnical support experienceIncident handling experienceTechnical certificationsRisk assessment experienceProblem resolution experienceNetworking technologies knowledgeCloud computing knowledgeWLAN technologies knowledgeSystem administration knowledgeService level planningContinuous process improvementTraining experience

Required

The candidate must have a currently active NATO SECRET security clearance

A minimum requirement of a Bachelor's degree at a nationally recognized/certified University in a related discipline and 2 years post-related experience

At least 2 years practical experience of implementation and maintenance of ICT end systems within a large organization

Extensive experience configuring hardware and software

A strong understanding of ICT systems and the ability to work independently to solve problems

Practical experience troubleshooting technical issues and providing technical support to end-users

Management experience in a medium CIS service organization while involve in the planning of service levels, customer relations and KPIs

Managing the cyber security policies of assigned systems including implementation of system hardening and patch management

General knowledge of networking technologies, system administration, cyber security, IT architecture and system engineering, WLAN technologies and CIS mobility devices and Cloud Computing

Experience with incident handling, problem resolution, continuous process improvement

Experience conducting risk assessments

Experience in mid-level staff function in a national or international defence organization

Sound knowledge of ITIL processes and concepts

Technical Certifications (ITIL, CCNP, MCSE, CISSP)

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