The Systems Operation Center (SOC) at a major National Laboratory provides 24x7x365 monitoring of IT resources to quickly detect and respond to issues, minimizing downtime and impact on operations and projects. It monitors thousands of classified and unclassified computing elements, using a suite of Monitoring Tools to analyze conditions and detect issues such as application outages, router interface loss, slow web response times, and server resource thresholds. The SOC team initiates quick responses to events, minimizing potential damage or loss of service while keeping customers informed. 

• Swing Shift Lead (2:30 p.m.-11:00 p.m.) 

• Develop and maintain team schedules, adjusting for holidays, absences, and workload fluctuations. 

• Represent the SOC during Major IT outages; responsible for communicating during meetings and responding to emails regarding the incidents.  

• Serve as the go-to person for team-related issues, troubleshooting and resolving concerns promptly. 

• Monitor team performance, provide guidance, and hold team members accountable to daily goals 

• Communicate updates, instructions, and performance feedback clearly to the team. 

• Ensure adherence to company policies and procedures, addressing any infractions with management as needed. 

• Collaborate with management to address staffing needs, operational improvements, and resource planning. 

• Support team members in meeting deadlines and provide assistance as necessary to ensure smooth shift operations. 

• Coordinate new hire training  
  • Core TEDS trainings, timesheet expectations for ETS and corporate employer, monitoring tools, phone set up, etc.  

• Maintain email distribution lists. 

• Maintain a clean and organized SOC to ensure a safe, efficient, and professional work environment. 

• Perform other duties as assigned.  

Ability to perform duties of a SOC I & II Analyst. 

• Perform system monitoring and verify the integrity and availability of hardware, network, and server resources and systems. 

• Maintain effective and efficient adherence to the Event Management Process. 

• Review system and application logs and verify completion of scheduled jobs, including system backups. 

• Analyze network and server resource consumption and control user access. 

• Answer incoming problem calls from customers and internal sites and resolve associated tickets. 

• Write incident reports and document events. 

• Follow procedures, provide updates, ask questions, take action, and follow up on missing, incomplete, or unresolved issues. 

• Observe and control the status and performance of system components, servers, and network facilities. 

• Complete hourly stewardship walkthroughs of data center. 

• Provide after-hour support to the Corporate Computing Help Desk (CCHD). 

• Perform other duties as assigned. 

• Enhance existing processes and procedures. 

• Act as a team liaison between IT partners. 

• Attend and participate in technical meetings with IT partners. 

• Represent the Systems Operations Center during Major IT Incidents (MITI). 

• Must have a high school diploma and at least 3 years of relevant experience
• Must have at least 1 year of experience working as a SOC Analyst 
• Must be clearable at the DOE Q or Top Secret (TS) level. 
• Must be a U.S. Citizen

Required Skills:

• Proficient with MS Word, Excel, Outlook, and PowerPoint. 
• Experience with ServiceNow or a similar ticketing system. 
• Strong Leadership skills 
• Strong verbal and written communication skills. 
• Self-starter 
• Strong advance problem solving skills. 

Desired Skills:

• Network Troubleshooting skills 

WHY WORK AT ENCANTADO TECHNICAL SOLUTIONS? 

Encantado is powered by our people. We believe that together, through teamwork, communication, and dedicated service, we can accomplish more than we could individually. If a culture of collaboration and growth is important to you, you’ll feel at home at Encantado. We offer clear opportunities for advancement and comprehensive benefit packages to help our employees, and their families stay healthy and feel secure. 

ABOUT US: 

Encantado Technical Solutions (ETS) is an unpopulated joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors KeyLogic and Amentum. As ETS is unpopulated, employees will work for one of the four companies listed above. 

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.