Campus Pride Jobs

Knowledge Management, Inc. (KMI) has the leadership and experience to deliver innovative technology, logistics and management solutions to meet real mission requirements. KMI is a Minority Business Enterprise (MBE) and Small Disadvantage Business (SDB) that specializes in Logistics, Warehouse Services, Distance Learning/Training, Enterprise Solutions, Financial Management Support, Program Management, Intelligence Analysis and Threat Assessment, and Data Analytics/Operations Research. Since 1998, our solutions and services have helped our clients improve performance, drive cost and operational effectives, and map technology needs for tomorrow's requirements.

Title:Enterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC)

Assignment Location(s):Hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.

Estimated Contract Duration:Multi-year contract

Start date:ASAPRequired clearance:Secret

Education:BS degree and 5 years' experience or MS degree and 3 years' experience or high school diploma/equivalent and 9 years' experience.

Work Schedule: Wednesday - Sunday, 2:30PM - 11:00PM as well as occasional On-Call.

Salary:Please provide your salary requirement

Knowledge Management, Inc. is seeking anEnterprise Operation Center (EOC) Critical Incident Lifecycle Coordinator (CILC)to join our team of qualified and diverse individuals. The CILC will be part of the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Consular Affairs (CA). CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

The CILC will manage critical incidents, troubleshoot bridges, monitor, and work with a complex, 24x7x365 enterprise operations center including coordinating with other operations teams responsible for tracking and resolving CA/CST's most critical incidents. The CILC will also be responsible for working closely with CAEIO contractors, DOS leadership, and business stakeholders to collaborate on critical incident lifecycle processes and standard operating procedure, monitor performance and provide solutions to related business processes.

Responsibilities

• Coordinate operational activities with the on-duty EOC staff to initiate critical incident management processes found through enterprise monitoring alerts and track maintenance activities.
• Stand up critical incident bridges when needed, make sure required technical resources respond to incidents and attend the critical incident calls, and communicate incident status to stakeholders.
• Ensure the EOC meets critical incident Service Level Agreements (SLA) with respect to escalation and resolution.
• Identify areas to streamline or improve critical incident handling with respect to escalation and communication.
• Communicate the operational state of the enterprise systems to teams within CAEIO and external stakeholders, including the customer.
• Hand off operational status between shifts to incoming leads to include critical incidents, open bridges for incidents, maintenance windows, monitoring anomalies, or any other open problems.
• Monitor multiple systems and applications using monitoring tools to ensure the availability of systems and applications in the Consular Affairs Consular Systems Technology (CACST) environment.
• Provide a summary of troubleshooting that occurs during a critical event to stakeholders which include federal management.
• Leverage strong written and verbal communication skills to prepare and present technical documentation to audiences with different levels of technical knowledge.

Location:This position is hybrid with remote work and up to two days per week in the office in Sterling, VA or Washington, DC.

Core Work Schedule:Wednesday - Sunday, 2:30PM - 11: 0PM as well as occasional On-Call.

QUALIFICATIONS

Required Qualifications

• U.S. citizenship required and an activeSECRETGovernment Security Clearance.
• Minimum five years of experience in an enterprise operations center and two years managing/ leading enterprise operations center staff, or in a coordination role with the skills applicable to a complex, worldwide network.
• Strong customer communication skills, with the ability to communicate clearly with customers and technical personnel in mission-critical situations.
• Minimum of five years of demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives.

Desired Qualifications

ITIL certification.

ServiceNow expertise.

Education and Experience:BS degree and 5 years' experience or MS degree and 3 years' experience or high school diploma/equivalent and 9 years' experience.

Equal Employment Opportunity Statement. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

E-Verify Statement. Knowledge Management, Inc. participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, KMI is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

Pay Transparency Non-Discrimination Provision.Knowledge Management, Inc. will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Disability Statement. Knowledge Management aims to be a supportive workplace in all aspects of diversity, including accommodating those with additional needs. If you have a disability and need reasonable accommodation or assistance at any point in the application or onboarding process, please email us atmarie@knowledgemanagement.com.

For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.

https://knowledgemanagement.isolvedhire.com/jobs/1157153-368815.html