SOC Swing Shift Lead

Overview

Edgewater Federal Solutions is seeking a SOC Swing Shift Lead to support a major national laboratory. 

The Systems Operations Center (SOC) monitors several thousand classified and unclassified computing elements within an IT environment on a 24 x 7 x 365 basis, overseeing the computing and telecommunications enterprise as well as the central computing facility (CCF) for alarms or conditions that may require special attention to prevent adverse performance impacts. The SOC creates and communicates shift logs of significant events or occurrences from each previous shift to ensure effective knowledge transfer and accurate, timely reporting to external stakeholders. Additionally, the SOC manages and resolves tickets, answers calls through the automated-call-distribution system, and employs different tiers of operators, analysts, and developers who utilize an IT-service-management system alongside a suite of detection, monitoring, and security tools to identify, report, and analyze conditions across networks. SOC personnel perform basic configuration and troubleshooting across various systems and conduct network disconnect functions to ensure compliance with network policies. The SOC also provides CCF stewardship services, including hourly walkthroughs, after-hours emergency access, and serving as a relay operator to facilitate communication with appropriate support personnel.

Responsibilities

Shift: Swing shift 2:30pm - 11pm onsiteSOC requires coverage for 24/7 operations.

Responsibilities:

• Perform system monitoring, Event Management, and verify the integrity and availability of hardware, network, and server resources and systems.
• Maintain effective and efficient adherence to the Event Management Process.
• Review system and application logs and verify completion of scheduled jobs, including system backups
• Analyze network and server resource consumption and control user access.
• Answer incoming problem calls from customers and internal sites and resolve associated tickets.
• Ensure all required documentation is addressed appropriately and correctly
• Follow procedures, provide updates, ask questions, act, and follow up on missing, incomplete, or unresolved issues.
• Observe and control the status and performance of system components, servers, and network facilities.
• Complete hourly stewardship walkthroughs of data center.
• Assist in Major IT Incidents in both an information and administrator capacity.
• Provide after-hour support to the Corporate Computing Help Desk (CCHD).
• Own shift coverage, scheduling, and workload distribution.
• Conduct daily shift meetings for status and transparency to all Analysts.
• Monitor Analyst ticket queues daily.
• Ensure new Network Disconnect ticket communications and routing are conducted daily.
• Promote a culture of continuous learning and knowledge sharing.
• Drive innovation and build a culture of accountability and continuous improvement.
• Perform other duties as assigned.

Qualifications

• Associates in relevant discipline plus a minimum 3 years, or more, of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties
• Related experience may be substituted for relevant education and vice versa.
• Must have an Active U.S. Dept. of Energy Clearance
• U.S. Citizenship is required.

Required Skills:

• Must have a working knowledge of PC operations which include hardware, network settings, operating system, & MS Office applications.
• Work Shift work to cover 24/7 enviroment
• Ability to type 35 WPM

Desired:

• 6 months of customer help desk experience
• Experience in the current customer environment
• Associates Degree or bachelor’s degree in information technology, or related discipline.
• Experience with ServiceNow.
• Experience with KCS methodology.
• Any additional requirements determined by the Service Manager.
• Ability to type 50+ WPM

About Us: 

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.

Responsibilities

Shift: Swing shift 2:30pm - 11pm onsite
SOC requires coverage for 24/7 operations.
 
Responsibilities:
- Perform system monitoring, Event Management, and verify the integrity and availability of hardware, network, and server resources and systems.
- Maintain effective and efficient adherence to the Event Management Process.
- Review system and application logs and verify completion of scheduled jobs, including system backups
- Analyze network and server resource consumption and control user access.
- Answer incoming problem calls from customers and internal sites and resolve associated tickets.
- Ensure all required documentation is addressed appropriately and correctly
- Follow procedures, provide updates, ask questions, act, and follow up on missing, incomplete, or unresolved issues.
- Observe and control the status and performance of system components, servers, and network facilities.
- Complete hourly stewardship walkthroughs of data center.
- Assist in Major IT Incidents in both an information and administrator capacity.
- Provide after-hour support to the Corporate Computing Help Desk (CCHD).
- Own shift coverage, scheduling, and workload distribution.
- Conduct daily shift meetings for status and transparency to all Analysts.
- Monitor Analyst ticket queues daily.
- Ensure new Network Disconnect ticket communications and routing are conducted daily.
- Promote a culture of continuous learning and knowledge sharing.
- Drive innovation and build a culture of accountability and continuous improvement.
- Perform other duties as assigned.