MDA NOC Technician III

Primary Responsibilities

• Create and update tickets utilizing Service Now. •Monitor network events and element management failures in real-time on a 24x7x365 basis across multiple monitoring tools. •Incident Correlation and Fault Analysis: o Proactively analyze alarms o Provide detailed analyses leading to resolution of the alarm conditions, including filtering and correlating fault information o Identifying the fault condition and its impacts o Isolating root causes o Coordinating correction of fault situations regardless of the fault in the infrastructure. •Notify necessary points of contacts based on essential or heightened awareness networks, circuits or location incidents. •Incident Analysis (Fault Isolation): o Support the fault isolation process o Diagnoses and troubleshoot utilizing procedures to isolate where the fault occurs o Identify failed network element(s) i.e. systems, hardware, software, circuits, or facilities. o Activities include: testing, fault troubleshooting, fault localization, fault logging and assignment •Support all customers to include providing global situational awareness support. •Fault Correction: o Correct/replace faulty network elements, coordinating with other service providers as necessary. •Verify that service has been restored upon resolution of all customer-initiated tickets. •Network/Service Restoration: o Restore networks and service to full operation o Coordinate with other service providers as necessary to track service restoration and meet the DISN SLA and customer negotiated SLAs. o Identify failures that are attributable to a different causes and impacts o Conduct reroute and normalization of services and circuits due to outages, degradation, or Authorized Service Interruptions (ASIs). o Reroute routine circuits within 24 hours of notification o Documenting reroute in the configuration management database (CMDB). o Provide updates on outages from technicians and/or government incident tickets until a resolution or path to resolution is identified and documented in ticket. •Provide 24/7/365 sustainment support for outages, degradation of services and Tier 1/Tier 2 support •Provide timely situational awareness to leadership and the impacted community within discovery and ticket creation using approved communication methods as outlined. •Works directly with Shift lead and O&M leadership for guidance •Incident Escalation: o Fault escalation, customer coordination and communications, and ticket system updates and status reporting utilizing procedures between Tier I and Tier II. •Record, assess, track, and monitor incident tickets escalated to operational infrastructure. •Demonstrate knowledge of training, standard operating procedures, and tools within O&M. •Evaluates and provides feedback for training, standard operating procedures, and tools. •Assist in training Network controllers within O&M. •Effectively communicates with the O&M team and the customer. •Provide technical advice and insight to peers and customers to assist in resolution of complex issues. •Demonstrate proficiency in several functions within the DISN: routers, switches, crypto devices, routing, DSN/DRSN, Video Services, Promina, CISCO, Juniper, MSPP, DWDM, Optical Switching, etc.