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Complete Description:

 The Network Operations Center Engineer position is located in the District of Columbia Government Network Operations Center (DCNOC) department of the Office of the Chief Technology Officer (OCTO). This position will report to the DCNOC Director/Manager or designee for assignment of duties and tasks. The purpose of the position is to provide technical operational support, administration and monitoring services to assigned District government agencies.

The services provided by DCNOC, more generally OCTO, allows District Agencies to focus on core mission activities knowing that the District’s network services are stable, highly scalable and robust to meet their current and future capacity and performance demands.

In order to provide proactive monitoring of the Districts' enterprise infrastructure, the District requires skilled IT personnel. This technical resource position plays a key role in maintaining the continued Enterprise Network Operational Center support for mission critical district services hosted within the OCTO datacenters.  As the enterprise infrastructure grows and many of its systems, such as Internet, e-mail, and mission critical applications for health and public safety that require 365x24x7 accessibility and 99.999% availability, it becomes extremely critical that these systems are proactively monitored and managed. The Network Operations Center Engineer position will serve as support and escalation for all infrastructure issues/incidents.

The individual will be required to work on the days of the week designated by the Director, Manager or designee. The individual will be required to work a total of 80 hours over a two week period. Shift schedules can be rotated or changed to meet the operational needs of the department, and to also ensure adequate coverage. The individual shall respond to and fix problems during his/her assigned shift, and will be required to work on any holiday including Thanksgiving Day, Christmas Day, and New Year’s Day. The individual will be expected to be able to work extended hours on an emergency preparedness situation that may occur on their shift.

Primarily OCTO's enterprise monitoring tools will be used to perform this role and work collaboratively with other District Agencies to identify events that should be monitored, and forward these requests for updates to the NOC-NMS team as necessary on a daily basis. The individual shall respond to events and outages on those systems, contact designated individuals responsible for supporting those systems, escalate as necessary, and report on the progress of restoration.  She/he shall perform Root Cause Analysis (RCA) for all related incidents when requested by OCTO, and perform periodic (hourly, per shift, daily) functional and performance testing of existing production systems as required. Must verify that all tests are recorded in an operations log, follow existing standard operating procedures (SOPs) to perform tests and modify the SOP as required to support new tests as well as to terminated tests for systems that  are no longer in production.  Provide day-to-day operation, maintenance and system administration of OCTO infrastructure devices and appliances. This includes but is not limited to Routers and Switches, and includes security devices also a wide variety of network devices.

In this role, the Network Operations Center Engineer shall accurately report all network infrastructure, server, and security and web problems within ten (10) minutes, and strive to resolve reported issues and provide customer feedback within thirty (30) minutes. Periodic updates (email, telephone call, etc.) should be provided to the customers for issues that require resolution over an extended period. The EE is also responsible for handling Priority 1 and 2 issues that must be escalated in a short timeframe on the day of the event. Priority 3 and 4 is received in the queue or during the next business day (or as agreed upon Service Level Agreement dictates).

This position also requires that the Network Operations Center Engineer perform capacity management of the network to include the installation, configuration, testing, maintenance and de-installation of network infrastructure hardware and software as necessary to support increased or decreased network requirements. Shall be responsible for deploying server hardware and appliances into production. This includes, but is not limited to receipt, initial inventory, set up, testing, and deployment of resources. In performing these services, the individual shall adhere to policies and procedures as established by/with OCTO.

Since this position requires a wide range of technical skills relating to WAN, Email, Server and Internet/web systems, this is not a junior-level position.  Anything less than a fully qualified engineer will result in a delay to respond to incidents and a reduced capability to perform many of the troubleshooting and maintenance tasks that will be required.

Provides network monitoring and management services to every District Agency that is connected to the network. OCTO combines powerful management tools and integrated applications with proven methodologies and processes to deliver high-quality services that are designed to increase network availability and optimize performance across the Network. 

In order to proactively monitor and manage the entire Network, the District requires skilled NOC Operators to augment District staff.  This technical resource plays a key role in maintaining smooth operations within the NOC environment.  This position will serve as the “eyes and ears” of the NOC during non-business hours, and is responsible for performing daily, weekly, monthly, and quarterly maintenance procedures as defined in the NOC Operational Guides.  In addition, ad-hoc requests will be sent by any of the District Agencies or the designated OCTO official for troubleshooting a problem.

The individual shall perform performance management on network infrastructure devices at the OCTO as needed. Such analysis may include, but is not limited to: measurement of current traffic on existing production networks; network traffic load balancing and segmentation; determination of maximum device load for segments and servers; isolation of systems that degrade NETWORK performance; and evaluation of performance management software packages.

The individual shall perform configuration management of network infrastructure devices operated by Network Operations Center. This includes updating Visio drawings of the network, fiber optic schematics/databases, IP addresses and DNS name space databases. It also includes maintaining baseline hardware and software configurations for all network infrastructure devices and network and office automation servers.

The individual shall be responsible for upgrading network infrastructure hardware/software/firmware as directed by the NOC Team Lead or designee. The Individual shall produce an Installation Plan for all upgrades. Upgrades approved by OCTO shall be installed by the NOC.  OCTO shall provide hardware and software used in the upgrade.

Monitors, evaluates, and maintains systems and procedures to safeguard internal information systems and databases from unauthorized users.  Works with other IT Staff to ensure applications both are accessible and secure using state of the art technologies.  Creates and updates documentation and procedures for a variety of duties and systems.

The candidate will be a member of cross-function team of engineers and programs encompassing Facilities, Physical Security, Network Management (LAN, WAN) and Server/Open Systems. The Technical Support Technician troubleshoots hardware, network issues and serves as the focal point for remote hands and facilities management at the District of Columbia data centers.

In addition to providing technical LAN support and administration to assigned District government agencies, expertise is required in one of the following business areas: LAN/WAN Technical Services and Data Center identifies network bottlenecks, and analyzes and diagnoses networking problems and recommend Operations.  This candidate will monitor systems integration individuals and maintenance. Monitors network performance and corrective measures.

Remains abreast of developments in local area networks and related technologies and the extent to which these developments may benefit the District government.

Skills: