IT Operations Shift Lead

Program Overview

Peraton provides the customer with enterprise infrastructure support to plan, engineer, implement, enhance, maintain and operate the global consular affairs IT environment.

About The Role

Peraton is seeking an IT Operations Shift Lead to join our team of qualified and diverse individuals on our Department of State (DOS) Bureau of Diplomatic Technology (DT) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications services globally.

The IT Operations Shift Lead manages the CA/CST CAEIO Enterprise Operations Center (EOC) Team, working closely with CAEIO contractors, DOS leadership, and business stakeholders to monitor faults and performance and security service delivery. This role oversees a complex 24x7x365 enterprise operations center and leads the team responsible for coordinating, tracking, and resolving incidents across the enterprise.

Responsibilities

• Coordinate operational activities with the on-duty EOC staff, including critical incident management, enterprise and security alert monitoring, server builds, and other maintenance activities.
• Communicate operational state of the enterprise systems to various teams within CAEIO and external stakeholders, including the customer.
• Hand off operational status between shifts to incoming leads, covering critical incidents; open bridges for incidents, maintenance windows, monitoring anomalies, and other issues.
• Work with CST support teams to develop and maintain proactive monitoring solutions that assess the availability, performance, capacity, and the environment’s overall health.
• Lead a cross-functional, 24/7 operations team supporting a complex, mission critical production network, including Critical Incident Management, troubleshooting, reporting, and escalation.
• Monitor multiple systems and applications using monitoring tools, such as Zabbix, Grafana, Splunk, AppDynamics, Oracle Analytics Publisher (OAS), Splunk, AppDynamics, and Aria vROPS, to ensure availability of systems and applications across environments.
• Coordinate projects assigned to the EOC, ensuring the program meets deadlines. Provide updates for the customer as required.
• Prepare High/Critical ticket report, three times a week, in support of the Daily Status Report (DSR) held by CST Director and Deputy Director.
• Ensure trouble tickets are updated in a timely manner and within the parameters of multiple SLAs by coordinating with internal and external support teams.
• Draft and verify Knowledgebase articles that help technicians respond to recurring issues.
• Maintain user and administrator accounts using Active Directory and Office 365.
• Perform network analysis by tracking network traffic and device failures for passport agencies, contractor sites, and overseas sites.
• Install and troubleshoot Internet Information Services (IIS) on virtual machines.
• Coordinate with sites to support shutdown and start-up of physical and virtual systems for scheduled maintenances.
• Create Standard Operation Procedures for tasks that team members perform.

Core Work Schedule: 10:00 PM ET - 8:00 AM ET (flexible), Thursday - Sunday.

Location: Must be local to the Washington, DC area. This position is currently hybrid with remote work and up to 2 days per week in the Peraton office in Sterling, VA, and/or customer site in Washington, DC. The number of days in office is subject to change based on program or government requirements.

Qualifications

Required Qualifications

• U.S. citizenship and an active SECRET Government Security Clearance.
• Proficiency in designing, installing, configuring, maintaining, and operating tools, such as Oracle Enterprise Manager (OEM) Splunk, AppDynamics, VMWare VRealize, Grafana, and Zabbix .
• Ability to communicate clearly with customers and technical personnel.
• Ability to manage multiple and changing priorities.
• A minimum of five years’ experience in an enterprise operations center and two years’ experience managing/leading enterprise operations center staff with skills applicable to a complex, worldwide network.
• A minimum of five years’ experience triaging and prioritizing critical incidents to directly align with mission objectives.
• A minimum of three years’ experience developing and maintaining an enterprise monitoring solution that enables proactive alerting to technical teams as well as integrated dashboards that will provide views into the status of the operational environment to monitor against established thresholds and provide alerting and reporting to enable proactive management.
• Ability to establish thresholds for alerting and to coordinate with technical teams to route alerts appropriately.
• A minimum of three years’ experience collecting and analyzing metrics across a distributed, complex IT enterprise.
• Ability to develop integrated dashboard views for various stakeholder groups.
• Experience reporting against and managing Service Level Agreements (SLAs).
• Excellent written, verbal and interpersonal skills.
• Basic understanding of SharePoint sites and user permission rights.

Preferred Qualifications

• Possesses a CompTIA Security+ certification
• ServiceNow expertise

Education and Experience Requirements: Minimum 12 years with High School diploma; Minimum 10 years with AS; Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD.

SCA / Union / Intern Rate or Range

Details

Target Salary Range: $112,000 - $179,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

Benefits Statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at

Application Duration Statement: The application period for the job is estimated to be 30 days from the job posting date. However, this timeline may be shortened or extended depending on business needs and the availability of qualified candidates.

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.