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.