Integrated Shift Supervisor (Information Technology)

About the role

CACI is hiring an Integrated Shift Supervisor for its COMM Network Operations Center (NOC) in Springfield. The supervisor directs on-shift personnel and coordinates a multi-source service environment, making sure incidents are monitored, tracked, prioritized and escalated by severity level, and keeping leadership informed of major incidents and service impacts. The schedule is Panama (2 on, 2 off, 3 on, 2 off, 2 on, 3 off) with 12-hour shifts from 0600 to 1800.

Key responsibilities

• Monitor and track service-impacting changes in the Enterprise infrastructure and work with Service Operations during installations, upgrades and decommissions.
• Analyze critical incident alerts on outages and service degradations, and help prepare outage, resolution and advisory notifications.
• Support Major Incident Severity Level calls, establish conference bridges, identify resources and document event timelines.
• Maintain situational awareness: update reports, logs and master station records, monitor chat rooms, and report on world, national and local events that could affect operations.
• Prepare daily network availability briefings, charts and reports for Government leadership, and handle ad hoc taskings.
• Track and close Critical Site Tickets and long-standing tickets, and route escalated incidents to the right specialists.
• Provide technical assistance, collect incident information, and support the After-Action Report process.
• Integrate ITIL v3 best practices into documentation, recommend process improvements and maintain governance docs.

Required profile

• Active TS/SCI clearance with polygraph.
• At least five years of recent, relevant experience coordinating and directing IT operations in a 24x7x365 environment.
• Experience preparing presentations and executive-level reports, and reviewing technical documentation for executives.
• Strong written communication skills and ability to multitask in a fast-paced environment.

Required skills

• Working knowledge of networking technologies and network services and Carrier Ethernet.
• Security+ or another DoD 8140 IAT-compliant certification.
• Any ITIL 4 certification.
• Desired: proficiency with word processing and spreadsheets, and working knowledge of ServiceNow, Windows desktops and other ITSM platforms.
• Desired: certifications such as ITIL Service Operations, Cisco CCNA/CCNP, AWS Associate, VMware vSphere or Microsoft MCS.

What we offer

• Proposed pay range of $70,800 to $148,600, depending on location, experience and skills.
• Healthcare, wellness, financial, retirement, family support, continuing education and time-off benefits.
• A flexible time-off benefit and access to learning resources.