Job ID: 2613935

Location: Washington, DC, US

Date Posted: 2026-06-23

Category: Information Technology

Subcategory: Technical Support

Schedule: Full-Time

Shift: Day Job

Travel: No

Minimum Clearance Required: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Remote Work: ORA_ON_SITE

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.