Enterprise Operations Center Specialist - Senior

SAIC • Washington, DC • 10h ago

Description

SAIC is seeking an Enterprise Operations Specialist to support our government role.

This position is in Washington, DC at the Department of Transportation (DOT) Headquarters' Building.

The EOC operates 24 hours per day, 7 days per week including all Federal Holidays and will utilize appropriate monitoring tools and follow standard incident management processes. Event & Availability Monitoring: Lead and supervise proactive, real-time monitoring of enterprise infrastructure and services using automated monitoring/alerting platforms. Triage and validate events from automated tools and external providers (e.g., AT&T), perform directed checks of critical systems, and drive corrective actions per SOPs and runbooks.

Top Qualifications, Skills, Experience or Certifications:

Early analysis and command-level validation - perform initial technical triage, determine event severity, and coordinate with POCs to confirm impact and scope.

Advanced troubleshooting & diagnostics - execute network and system diagnostics (ping, traceroute, packet captures, router/switch log/interface analysis, host/service health checks); interpret telemetry and correlate multi-source logs to identify root causes or escalation requirements.

Escalate & coordinate resolution - own escalation path: contact and liaise with DOT Tier III teams, assign and manage ITTSM tickets in ServiceNow (create, route, and track), and open/manage tickets with outside vendors (e.g., AT&T). Ensure SLA-driven escalation and follow-through.

Incident Command & communications - initiate and anchor the Critical Incident Management process and Incident Response Bridge; act as Incident Commander or Operations Lead as required, coordinate cross-functional responders, take and distribute bridge notes, and update outage communications in real time.

Technical leadership & decision-making - make authoritative operational decisions during incidents, delegate technical tasks, and direct remediation or containment actions while maintaining chain-of-command communications with senior stakeholders.

RCA ownership & knowledge capture - lead or coordinate Root Cause Analysis (RCA) production: gather forensic data, assign sequential RCA IDs, document findings/actions, identify actionable remediation items, and migrate validated content into the knowledge management repository and SOPs.

Hands-on support & physical data center operations - provide on-site technical support for ExecHelp and Tier III teams during off-hours; perform authorized hands-on interventions at the Data Center, escort un-badged personnel as required, and execute hardware/system-level recoveries.\

Process & documentation stewardship - create, update, and enforce SOPs, playbooks, escalation matrices, contact lists, and IMC process documentation; maintain remote site POC and topology data.

Reporting & metrics - generate and distribute operational reports (daily/weekly), executive incident summaries, COE Morning summary report, and KPI dashboards tracking MTTR, MTTD, incident frequency, and SLA compliance.

Mentorship & continuous improvement - mentor junior EOC analysts, lead shift handoffs, drive post-incident reviews, and sponsor automation/prioritization efforts to reduce noise and improve mean-time-to-resolution.

Performs day-to-day activities required to monitor systems for events or alerts. Coordinates and manages the resolutions of events and alerts. Monitors and identifies problem areas and coordinates resolutions. Applies advanced technical concepts, processes, practices, and procedures on complex technical assignments and leads others in these activities.

Qualifications

Job Role Specific Requirements:

Must have a minimum of 5 years of related experience providing leadership and technical support to an enterprise operation center, monitoring and managing enterprise systems and networks using advanced technologies and tools.

TYPICAL EDUCATION AND EXPERIENCE: AA Degree in related discipline and three (3) years related experience; Or, High School and five (5) years related experience with relevant certification.

Demonstrated experience serving in an incident command, leading cross-functional technical teams, and producing RCAs and executive-level communications.

US Citizen or alien who has been lawfully admitted for permanent residence or employment. Ability to attain a Public Trust clearance.

Preferred Skills

Familiarity with ServiceNow and other enterprise ITSM/monitoring platforms

Strong networking knowledge: routing, switching, VPNs.

ITIL-based incident and change management experience

Experience managing vendor escalations and maintaining SLAs

Proven ability to lead critical incident response and drive post-incident remediation

Certifications a plus: ITIL Foundation, CompTIA Network+/Security+, CCNA/CCNP, SANS/GIAC or equivalent

Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.

REQNUMBER: 2613935

SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability

SAIC

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