Authorized Service Interruption Manager

Responsibilities

• Responsible for the overall management of the US BICES-X Authorized Services interruption (ASI) process throughout each Area of Operations.
• Responsible for the successful socialization of all proposed/scheduled ASI's with key, pertinent stakeholders and customers.
• Responsible for quality assurance monitoring, prioritizing and managing ASI Requests and service notifications as appropriate.
• Responsible for maintaining up-to-date web-based SharePoint calendar with all ASI status.
• Responsible for processing, de-conflicting, and tracking component ASI requests impacting US BICES.
• Responsible for working with ASI requestors in gathering accurate information to clearly assign appropriate scope of impact to stakeholders and users.
• Responsible for documenting ASI requests and managing tickets utilizing ServiceNow.
• Responsible for the development and maintenance of standard operating procedure (SOP) documentation, policies, and standards for effective ASI management.
• Works closely with network operations personnel to monitor behavior that predicts or demonstrates service interruptions associated with outages, degradations, and hazardous conditions.
• Responsible for monitoring and collecting all pertinent information associated with all approved and unapproved circuit and/or service outages throughout the lifecycle of the outage to apply any learned impacts to future requests.
• Supports continual process improvement of information collection and dissemination methods to facilitate detailed customer briefings and presentations.
• Ensure all circuits that provide primary, secondary and/or tertiary links are well documented and accessible within the Network Operations and Security Center (NOSC). Assists the NOSC with updating incident response categorization and impacts based on circuit data.
• Continuity of Information Technology Operations (CITO) plan and execution.
• Provide weekly activity report (WAR) and subsequent monthly report inputs to the NOSC.
• Perform all other tasks and duties as assigned by the Network Operations Security Center Lead, and Battle Captains
• Responsible for training assigned standby ASI personnel on all processes.
• **24/7 Position. Shift work is required, to include holidays and weekends. **
• Required Qualifications:
• 5 years of experience required.
• BA/BS degree. The equivalent combination of education, technical training, or work/military experience may be substituted.
• Must possess an active Secret clearance and eligible for TS/SCI
• Working knowledge of Microsoft products like SharePoint, Outlook, Word, Excel, and Power Point.
• Strong interpersonal and presentation skills for interacting with team members and customers.
• Ability to understand technical concepts and terminology and develop effective messaging to technical and non-technical audiences.
• Demonstrated strong analytical and problem-solving skills in making the appropriate technical decisions.
• Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast-paced environment.
• Excellent organizational and follow-up skills with strong attention to detail
• Ability to work in a team environment.

Requirements

• Information Technology (IT), Network Operations, Standard Operating Procedure (SOP) Certifications:
• None Experience:
• 5 + years of related experience US Citizenship Required:
• Yes
• Job Description:
• Network Troubleshooting and Incident Response experience
• Experience with Authorized Service Interruption (ASI) requests and tracking ASI's from initial requests to completion.
• Operations or Service Desk management experience
• ITILv4 Certified
• Service Now - navigating ServiceNow to manage tickets and tasks; familiarity with ticket life cycle; creating knowledge articles, dashboards and reports.
• SolarWinds Certified Professional (SCP) Certification
• Microsoft software products experience
• The likely salary range for this position is $85,093 - $97,750. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside

Benefits

Additional Information

Type of Requisition: Regular Clearance Level Must Currently Possess: Secret Clearance Level Must Be Able to Obtain: Top Secret/SCI Public Trust/Other Required: None Job Family: IT Infrastructure and Operations Job Qualifications:

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