Candidate will answer Tier 2 calls/emails/etc. and utilizes automated incident tracking system to record, track, and resolve or escalate work orders. Maintains situational awareness of the servers monitoring IT infrastructure activities and events. Assists in incident response, system failure diagnoses, reporting, and briefing activities. Implements ITIL Event Management processes. Provide server virtualization, automated provisioning and server optimization activities.
Receiving all IT and communications related reports from higher, lower, and peer echelons in accordance with applicable SOP and KM plans; collating the information and presenting it to COR as required. Composing all required IT and communications related reports to be sent to higher, lower, and peer echelons in accordance with applicable SOP and KM plans; sending the reports to the COR for approval. Preparing required daily IT and communications briefings in accordance with applicable SOP and KM plans. Monitoring required chat rooms and other collaborative tools in accordance with applicable SOP and KM plans. ITIL®-aligned (or equivalent) Operations Services, to include: Ability to work within the confines of a set time schedule or overtime. Having the ability to utilize automated incident tracking systems to record service calls and respond to service calls elevated to the Operations Desk. Contractor personnel shall enter all service call actions into the Government-provided tracking system. Maintaining situational awareness (SA) of the network by monitoring the operational activities and events in the IT infrastructure, to include monitoring security software and appliances. Contractor personnel shall inform their team lead of any IT infrastructure discrepancies within 10 minutes of detection. Responding to events with appropriate action to maintain operations while ensuring the security, confidentiality, integrity, and availability of the network. Availability of core network services (authentication, messaging, collaboration, data storage) shall exceed 99%, calculated quarterly using the formula [time available] / [total time] – [authorized downtime]. Diagnosing and resolving IT operations failures.