The Enterprise Monitoring Analyst supports the Customer by providing on-site technical expertise to monitor, review, and manage Enterprise services. This includes ensuring the exchange of situational awareness information, based on the correlation of alerts, network incidents, and maintenance ac vi es. Enterprise Analysts will monitor system alerts via configured dashboards filtered based on operational agreements and customer guidelines. The proactive nature of this position demands an experienced professional with operational experience in monitoring alerts and the performance of resources that support critical operations.

Work hours tobe assigned:
Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) Shift work - 12 hour shifts (6pm - 6am)

Position Responsibilities:
 Maintains system awareness, collaborating with the Integrated Service Center (ISC) Enterprise COMM NOC, external agencies/customers, and field units
 Provides Situational Awareness support to the Customer, to include updating reports, passing down documentation and master station logs, monitoring chat rooms, and communicating ongoing impacts to service operations
 Leverages Enterprise Management tools and analytics to correlate service impacts, service availability, service capability,
Service Level Agreements (SLA) conformance, and other service-related trends
 Proactively monitors dashboards providing awareness of high priority alerts impacting Mission/Business/Enterprise critical services
 Supports the Government with Situational Awareness local system events and correlates impacts to Enterprise Operations Squadron managed and monitored systems
 Provides operational coordination for network Event and Incident Management functions
 Prepares daily network availability briefings, charts, and reports for the Customer to provide to Government leadership
 Supports the Government by performing daily ad hoc tasking from the Customer
 Generates Situational Awareness notification via various messaging systems for distribution to customers
 Provides technical assistance, when requested, by the Customer in support of defined duties
 Provides, data collection, and other support to the A er Ac on Report process
 Integrates ITIL 4 best practices into existing documentation, provides process improvement recommendations, and assists in maintaining governance documentation
 Demonstrates an understanding of LAN/WAN network services, and Carrier Ethernet
 Responsible for collection of incident information through customer conversa on, and self-service support tools.
 Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
 Engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility by routing incidents, as necessary, to product line, application, or system support specialists.
 Executes against established Service Level Agreements (SLA).
 Alerts management to recurring problems and patterns of problems

Required Qualifications:
 An Active TS/SCI Clearance with Polygraph
 One (1) DoD 8140 IAT Level 1 (or higher certification) to start on Program 6etwork+, A+, CCNA-Security, CND, SSCP)
 5 years + experience maintaining IT infrastructure and services in the Ecosystem, or equivalent
 Working knowledge of ITIL 4 lexicon and framework
 Excellent written and verbal communications skills
 Excellent customer service skills
 Proficient writing skills
 Must be able to review technical documentation and summaries information for executive level review
 Working knowledge of network operations and IT services

Desired Qualifications:

 Proficient in word processing, spreadsheets, and desktop applications

 Strong communication and interpersonal skills

 Strong logic and analytical skills

 Strong customer service skills and experience

 Proven ability to multi-task and priori ze, with an attention to detail, in a fast-paced environment

 Basic knowledge of ServiceNow, Windows Desktops, and other IT Service Management (ITSM) Systems

 ITIL 4

Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: