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NetOps Lead (5040)

New Orleans, LA 70114

Posted: 07/18/2019 Employment Type: Contract Job Category: Network Manager Job Number: 5040

Morton is seeking a NetOps Lead in New Orleans, LA.

Description:
  • Coordinate status of tickets with  action organizations (local and enterprise), until the RqF/Incident ticket has been resolved and closed within the BMC ticketing system.
  • Monitor  ticketing and support systems and escalate Incidents to the appropriate organizations, including MCNOSC, RNOSC’ s, Regional Service Desks, or B/P/S.
  • Perform responsibilities under the Service Desk Operations Support Services.
  • Coordinate status of tickets with  action organizations (local and enterprise), until the RqF/Incident ticket has been resolved and closed within the BMC ticketing system.
  • Monitor the  ticketing and support systems and escalate Incidents to the appropriate organizations.
  • Possess Demonstrate a high level of social skills through strong written and verbal communications skills.
  • Assist in the development and continual updating of system  documentation, including all policies and procedures.
  • Train, mentor, and assist the Service Desk staff in operational procedures and troubleshooting techniques, utilizing Government-provided materials.
  • Maintain the  Watch log with continual, accurate, and relevant updated log entries. Notify the  Watch officer, when a Commander Critical Information Requirement (CCIR) threshold is breached.
  • Conduct routine reviews of all “ pending” tickets, verifying that they fall within the allowable time thresholds for each of the various priority levels.
  • Perform occasional reviews of working entries made, to ensure entries have value and are well-documented.
  • Monitor to verify that tickets that are marked as resolved have been followed up properly with the requester, prior to being placed in a closed status.
  • Review closed tickets for detailed resolution entries. Execute the  ITSM processes directly related to  activities, following the E-Incident Management Process Guide and the  Service Desk Operations policy.
  • Shift work and holiday support may be required.
  • Note: Resources in this section will have fully-adjudicated Secret clearance or equivalent. 

Qualifications:
  •  
  • Four to nine (4-9) years experience with Hardware (HW) or Software (SW) Asset Management.
  • Responsible for ensuring the internal processes related to Information Technology (IT) Service Management and Delivery are applied and used across the enterprise to ensure timely resolution of incidents and drive high availability.
  • This role will leverage processes, utilizing Information Technology Infrastructure Library (ITIL) best practices, to ensure the IT organization designs, deploys and sustains high quality, highly available solutions that align with business and IT strategic objectives.
  • The primary areas of responsibility will be the areas of Incident, Problem, Change and Availability Management. 

    This role will also ensure that IT has the appropriate level of process definition, rigor, and reporting to deliver the highest level of availability, quality, value, flexibility and visibility to the organization. Information Technology Infrastructure Library (ITIL) version 3 Foundation 

 
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