Spatial Front, Inc - TOC Tier II (Technical Operations Center)

Spatial Front, Inc. (SFI) , a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a TOC Tier II to join our team.

This program provides continuous (24/7/365) technical operations support for a federal agency’s enterprise IT environment.

It focuses on monitoring, securing, and optimizing network infrastructure, mission-critical applications, and connectivity services to ensure reliable, secure, and efficient operations.

• Perform advanced Configuration Management, Data Integrity verification, Troubleshooting, and Implementation on USCIS network infrastructure using various tools including: SolarWinds Orion, Splunk, New Relic, Cisco DNAC, and ServiceNow.
• Monitor WAN performance via VMware VELOCloud SD-WAN and coordinate escalations with Shift Supervisors, USCIS OIT, DHS SOC, and vendors to resolve incidents in accordance with SLA requirements.
• Process ServiceNow incident tickets, work orders, and change requests in compliance with the USCIS Configuration Change and Release Management (CCRM) process; conduct Network Mapping activities and maintain accurate documentation of USCIS topology, circuit inventories, and device configuration baselines.

• Receive, assess, and resolve Tier 2-level incident tickets and work orders in ServiceNow; perform detailed technical troubleshooting on USCIS network devices, including routers, switches, firewalls, and load balancers, to restore service within SLA requirements.
• Lead escalation coordination with Tier 3 engineers, Shift Supervisors, USCIS OIT, and external vendors during complex or critical network incidents; participate in technical bridge calls and document all remediation actions and outcomes in ServiceNow.