Watch Officer

Job Description

Overview

The Watch Officer (WO) performs duties as a shift supervisor and shall be the senior NOC person in the absence of the Chief Watch Officer. The Watch Officer shall supervise the operation of the automation systems comprising the NOC. The Watch Officer shall perform and oversee high-level network performance and fault management under the technical guidance and direction of the RCC-SWA, for networks and network segments to include individual circuits and network components. Must possess technical expertise in both systems architecture and network design. Watch officers may be called on to participate in and lead design and implementation projects as required.

The WO manages, monitors, and maintains situational awareness of all networks and systems under the responsibility of the NOC and will be responsible for resolving issues, tracking, and reporting progress through complete resolution. The candidate will also be responsible for providing operational support to users within the AOR for managing, monitoring and maintaining situational awareness of the networks and systems under NOC responsibility. The Network Controller analyzes and troubleshoots networks, to include network security policies and procedures, network performance tuning and trending analysis and opens trouble tickets. The Network Controller generates reports and updates trouble tickets as required.

This position offers company-paid housing and transportation, a completion bonus and tuition reimbursement program!

You must satisfy all host country requirements to legally work in the host country in order to be qualified for this position.

Responsibilities

• Manages, monitors and maintains situational awareness of all network and system entities under the responsibility of the NOC.
• Single point of contact for all communications needs and perform Enterprise services as required.
• Attends and or conducts regular meetings to keep all parties apprised of network and communications/data systems changes, improvements, and project progression as required.
• Schedules and prioritizes individual workload, and provides status of tasking to the NOC Chief Watch Officer as is required.
• Focal point for reporting all incidents (disruptions or potential disruptions in service availability or quality) and user POC for Service Requests (routine requests for services).
• Provides overview and implementation of all NTOs as distributed to the various levels and ensures accuracy of all data prior to submission for completion.
• Facilitates problem resolution by monitoring and reviewing tickets, gathering information on outages, and updating service tickets throughout the resolution process in order to provide the customer with feedback and/or resolution information as needed.
• Works closely with all entities to ensure tickets are updated accurately and with the current information.
• Provides technical and operational support to functional users by managing, monitoring, and maintaining situational awareness of networks and systems under the responsibility of the NOC.
• Provides initial response to outage, degradation, or other events affecting systems and networks under the responsibility of the RNOSC, in assigning trouble tickets to the appropriate section.
• Takes guidance and direction from NOC Chief/Watch Officer if service request is beyond scope of the NOC.
• Responsible for ownership of Incident (Remedy) tickets from start until resolution and confirmation and closure of ticket once escalated to the TNOSC while keeping the customer informed of progress.
• Assists in preparing and presenting networks and systems outage reports for the NOC to various agencies.
• Assists in monitoring and tracking all networks and systems under the responsibility of the NOC and assist in completing outage trend analysis reports.
• Assists in providing operational status reporting to the RCC-SWA relating to network operations.
• Enforces IA in accordance with AR 25-2 and shall provide initial triage on suspicious activities and evaluate them in accordance with policies and procedures.
• Processes and tracks authorized service interruptions (ASI) for subordinate facilities for routine maintenance and other scheduled service interruptions.
• Conducts systematic audits on all information provided by the sites to include but not limited to database backups, network diagrams, and end of lifecycle data.
• Additional requirements may vary depending upon location.
• Working environment will be 90% indoor, 10% outdoor.
• Perform additional duties as assigned.