Senior Watch Officer (SWO) - 3475

Metro Systems is seeking a Senior Watch Officer candidate for one of our top clients in the Pensacola, FL. area. Candidates must already possess an active Top Secret Security Clearance and be willing to work “On-Call” to be considered.


Responsibilities

  • Serve as the NOC Lead Watch Officer by providing supervision, operational oversight, mentorship, and training of all company Watch Officers supporting the contract.
  • Responsible for daily coordination with the government management team and COR. 
  • Responsible for managing and scheduling of work hours/shifts ensuring appropriate Watch support to meet all the customer’s requirements and all Watch Officers are performing their duties in a timely and professional manner at all times.
  • Monitors unclassified and classified network(s)/subsystem(s)/operational dashboards; identifies problems, ensures task/ticket assignments are worked and/or escalated. Monitors, service provider communications, trends, and activities to maintain centralized situational awareness of the overall health of services
  • Monitoring the status of the site and facility related alarms and events; escalates priority incidents to appropriate personnel in a timely efficient manner. Answers and responds to customer calls, walk-ins, and emails displaying professionalism and customer service always.
  • Ensures ticket queues, maintenance calendars, and event/shift logs are actively maintained.
  • Performs Tier I activities e.g., account creations.
  • Delegates day-to-day NOC activities fairly and methodically to encourage shift efficiency.
  • Notifies the chain of command of ongoing incidents, issues, or problems; first stop for escalated customer grievances.

Basic Qualifications

  • Bachelor's degree in Computer Science or related field and 2+ years’ experience, or equivalent combination of education and experience.
  • Availability for shift work in a 24/7/365 operational environment.  Potential for schedule adjustments on short notice.
  • Utilizes and enforces the use of SOPs and TTPs for all repeatable and mission essential NOC duties and activities.
  • Experience working with Altiris; HP Openview is desirable
  • Initiates recall actions for all personnel in the event of an emergency or government directed request.
  • Preparing initial situation reports; conducting operational reporting of alarms; managing weekly notification rules and call lists; providing shift pass down to relief.
  • Assisting with information sharing within programs such as logging, tracking, and entering Requests for Information and alarms into appropriate databases.
  • Answering urgent request for information regarding data within the system, distributing products and maintaining a Watch log of actions.
  • Coordinates potential malicious and cyber-related activities with security function to facilitate security situational awareness in accordance with agreed upon protocols
  • Coordinates service degradations/outages with Service Provider Liaisons, administrative teams and government liaisons
  • Gathers facts on service issues and generates situational reports pertaining to service issues
  • Assists company Watch Officer in prioritizing and managing major incidents, outages, and emergency changes including ensuring that required follow-up actions and "after-action " reports are completed
  • Assists the government in anticipating, identifying, tracking, analyzing, and resolving service degradations in the enterprise service operations environment
  • Designated Federal Emergency Response Official (FERO) required to provide on-site support during severe weather, protest, acts of terrorism or lack of funding.

 

MSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.