Mission-Critical Outage Support Specialist

NexGen Data Systems is seeking a Mission-Critical Outage Support Specialist to provide rapid 24x7x365 response, technical coordination, root-cause support, and status reporting for critical outages affecting DLA enterprise infrastructure applications and services.

The specialist will participate in outage war rooms, coordinate technical response teams, track restoration activities, provide timely status to Government representatives and the Information Technology Operations Center, and complete all required outage reports and trackers.

Roles & Responsibilities:

• Provide on-call support for mission-critical outages on a 24x7x365 basis.
• Respond rapidly when notified of an Info Spot or other high-priority mission outage.
• Identify the affected application, infrastructure, users, locations, dependencies, and mission impact.
• Perform initial triage and coordinate with application, systems, network, SecureView, cloud, cybersecurity, vendor, and Government personnel.
• Participate in or host DLA outage war lines as required.
• Maintain a chronological outage timeline documenting symptoms, actions, decisions, escalations, restoration steps, and communications.
• Provide regular progress updates to Government representatives and the Information Technology Operations Center.
• Participate in the 0700 Daily Scrum and brief current outage status, restoration progress, remaining risks, and planned actions.
• Complete required DLA ITOC Info Spot Reports, Data Center Services questionnaires, outage trackers, and related documentation.
• Support technical root-cause analysis and identify contributing conditions, failed controls, process gaps, or recurring problems.
• Document corrective actions and recommendations to prevent recurrence.
• Ensure all associated ServiceNow records are current and include complete outage documentation.
• Support post-event reviews and lessons-learned activities.
• Transfer outage procedures, historical reports, escalation contacts, and response playbooks during transition-out.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Desired/Required Skills:

• Place of Performance: Off-site position with mandatory 24x7x365 on-call availability.
• Clearance Required: Active Department of Defense Secret clearance required.
• Investigation / Position Sensitivity: Critical Sensitive / IT-I position requiring a favorable Tier 5 investigation.
• Required Computing Environment Qualification: Must maintain applicable DLA-approved certifications and DoD 8140 qualifications.
• Privileged Access Qualification: Must maintain IAT Level II or IAT Level III and applicable CE Administrator qualifications when privileged system access is assigned.
• Required Experience: Minimum six years of progressive information technology or information processing experience.
• Specialized Experience: At least three years supporting hardware, software, applications, infrastructure, or enterprise service operations.
• Hands-On Experience: At least two years diagnosing and resolving technical problems in enterprise environments.
• Required Outage Experience: Experience supporting major incidents, priority-one outages, operational war rooms, service restoration, and root-cause analysis.
• Required Communication Skills: Ability to communicate clearly and calmly with technical teams and Government leadership during high-pressure incidents.
• Required Documentation Skills: Experience maintaining outage timelines, situation reports, action logs, incident reports, and corrective-action documentation.
• Desired Skills: ServiceNow Major Incident Management, ITIL incident/problem management, Windows, Linux, networking, application support, and enterprise monitoring tools.

About the Company:

NexGen Data Systems is an emerging technologies focused company providing expert systems and network engineering solutions to the Department of Defense. NexGen Data Systems promotes a culture of knowledge and career advancement through continued learning, keeping our team current on the latest advances in systems and networking, and enabling our team to provide the best available solutions to our clients.

Benefits:

• Company covers 100% of premiums for the employee’s medical, dental, and vision insurance and subsidizes premiums for spouse and dependents.
• Company provides short and long term disability plans.
• 401(k) match up to 10% of the employee’s salary contributions to 401(K) plan.
• Comprehensive training and development program.
• 11 paid holidays and paid time off (PTO) accrual level starts at 15 days annually.

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

NOTE: US Citizens and those authorized to work in the US are encouraged to apply. In order to be qualified for this position, you must be able to obtain and maintain a United States Department of Defense (DoD) security clearance. We are unable to sponsor Visas at this time. NexGen Data Systems provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.