Description
Description
The primary responsibility of this position is to provide comprehensive remote and on-site support for Cloud-Based Command and Control (CBC2) systems to AD/ANG users. Key duties include creating, servicing, and maintaining CBC2 accounts, managing Authorized Service Interruptions (ASI) and Emergency Outage notifications, and ensuring seamless user access and account management. This position requires CONUS, OCONUS and international location travel to assist Field Service Representatives (FSR) with system installations, hardware repairs, troubleshooting, and ongoing maintenance. Additionally, the candidate will collaborate with system integrators and capability providers to enhance operational effectiveness, support user training and adoption of CBC2 systems. The ideal candidate will possess strong technical troubleshooting skills, familiarity with ABMS/CBC2 operations, and experience using ServiceNow, Remedy, JIRA, or similar ticketing systems. A minimum of 10+ years of related experience, Security + certification, and the ability to obtain TS/SCI clearance are required.
This position aligns with the United States Air Force's Advanced Battle Management System (ABMS) and the Joint All Domain Command and Control (JADC2) vision.
Key Responsibilities:
· Remote Support: Provide direct support for CBC2 access to AD/ANG users by creating, servicing and maintaining CBC2 Accounts. Support general user access and account management.
o Lifecycle Account management: Provide comprehensive remote support for CBC2 access to AD/ANG on-site users. This includes managing the lifecycle of CBC2 accounts, such as account creation, regular maintenance, and servicing to ensure seamless user experiences. Facilitate efficient user access by managing account administration tasks such as unlocking accounts, updating credentials, and troubleshooting login issues.
o Outage Resolution: Serve as a critical point of contact and coordinator for Authorized Service Interruptions (ASIs) and Emergency Outage notifications including closely collaborating with the on-site Field Service Representative (FSR) to promptly identify, communicate, and resolve system issues, minimizing downtime and ensuring operational continuity.
o Trouble Shooting: Actively monitor and resolve general user access challenges, ensuring compliance with security protocols and system standards. Manage and maintain Active Directory services to ensure secure and streamlined account management across systems.
o Cloud-based data transport: Troubleshoot and support the operation of Snowball devices, diagnosing issues and performing necessary maintenance to ensure data transfer and system compatibility. Oversee and manage AWS environments, maintaining compliance with security standards and operational requirements.
o Incident Management: Assist the primary FSR in identifying and addressing incidents, logging trouble tickets in JIRA, and acting as a secondary point of contact for local units when needed.
o Liaison Role: Collaborate with system integrators (SI), capability providers (CP), and functional stakeholders, aiding the FSR in ensuring seamless communication and operational effectiveness.
o Escalation Management: Aid in triaging reported system issues, failures and application malfunctions, while escalating advanced issues to Tier 2/3 support when necessary.
· On-Site Support: Travel to various locations to assist the primary FSR in delivering Cloud-Based Command and Control (CBC2) capabilities and services to customers, both within the continental United States (CONUS) and outside the continental United States (OCONUS), including but not limited to Alaska, Hawaii, and U.S. territories.
o Operational Assistance: Provide additional manpower and expertise to the FSR by supporting, site installations, hardware repairs, system updates, troubleshooting, and ongoing system maintenance.
o Training and Adoption: Support the FSR in training local teams during CBC2 system installations and updates, employing "train-the-trainer" protocols to enhance user adoption.
o Hardware and Component Setup: Help procure, install, test, and verify the functionality of hardware or system components needed to support CBC2 systems, such as configuring software applications and troubleshooting network connections.
Qualifications
Required Qualifications:
- Bachelors and 9+ years of experience, Master's and 7+. Experience may be substituted in lieu of degree.
- Willingness to travel frequently to various sectors, including remote and OCONUS locations.
- Strong technical troubleshooting and communication skills.
- Minimum 10+ years of related experience.
- Ability to obtain TS/SCI.
- Must be a U.S. Citizen.
- Security + certification (Minimum).
- Ability to work independently.
- Experience using ServiceNow, Remedy, JIRA or similar ticketing system.
· Experience managing standing up and troubleshooting Windows Server Operating Systems in virtual and physical environments.
· Experience working with Microsoft Active Directory and associated services.
· Up to 25% travel to support site installations, training, and Field Service Representative augmentation.
· Ability to support short notice travel requests
Preferred Qualifications:
· Familiarity with AWS Cloud Infrastructure
· Familiarity with Kubernetes, and containerization
· Familiarity with DEVSECOPS
· Knowledge of Agile methodology
· Experience in Network Administration
· Experience with Hardware and Software Inventory management
· Familiarity with ABMS/CBC2 Portal operations.
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
SAIC accepts applications on an ongoing basis and there is no deadline.
Covid Policy: SAIC does not require COVID-19 vaccinations or boosters. Customer site vaccination requirements must be followed when work is performed at a customer site.
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