Primary Responsibilities 

• Create and update tickets utilizing Service Now.
• Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools.
• Incident Correlation and Fault Analysis: 
  • Proactively analyze alarms
  • Provide detailed analyses leading to resolution of the alarm conditions, including filtering and correlating fault information
  • Identifying the fault condition and its impacts
  • Isolating root causes
  • Coordinating correction of fault situations regardless of the fault in the infrastructure.
• Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents.
• Incident Analysis (Fault Isolation): 
  • Support the fault isolation process
  •  Diagnoses and troubleshoot utilizing procedures to isolate where the fault occurs 
  • Identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities.
  • Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment 
• Support all customers to include providing global situational awareness support.
• Fault Correction:
  •  Correct/replace faulty network elements, coordinating with other service providers as necessary. 
• Verify that service has been restored upon resolution of all customer-initiated tickets.  
• Network/Service Restoration: 
  •  Restore networks and service to full operation 
  •  Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and customer negotiated SLAs. 
  • Identify failures that are attributable to a different causes and impacts
  • Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs). 
  • Reroute routine circuits within 24 hours of notification
  • Documenting reroute in the configuration management database (CMDB).
  • Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in ticket.                                  
• Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support
• Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined.
• Works directly with Shift lead and O&M leadership for guidance
• Incident Escalation:
          o    Fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II.
• Record, assess, track, and monitor incident tickets escalated to operational infrastructure.
• Demonstrate knowledge of training, standard operating procedures, and tools within O&M. 
• Evaluates and provides feedback for training, standard operating procedures, and tools.
• Assist in training Network controllers within O&M.
• Effectively communicates with the O&M team and the customer.
• Provide technical advice and insight to peers and customers to assist in resolution of complex issues.
• Demonstrate proficiency in several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.

Basic Qualifications 

• Must have DoD-8570 IAT Level 2 baseline certification (Security+ CE, or equivalent) at start date
• Ability to work in a 24/7 operation
• Experience with one or more of the following: alarm surveillance, fault management, LAN/WAN maintenance, performance management
• Advanced Knowledge in four or more of the following: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching
• General understanding of network topologies, both transport and IP
• Currently possess an active Secret security clearance and be able to obtain and maintain a Top-Secret security clearance.
• High school and 2-4 years of experience