Operations Center Specialist Jobs

Operations Center Specialist

The Strategic National Stockpile (SNS) at Leidos currently has an opening for an Operations Center Specialist in Atlanta, GA. This is an exciting opportunity to provide quality control support to assist in operating and maintaining the SNS national stockpiled inventory. In this mission, we assist in ensuring the SNS inventory is ready for deployment, providing the ability to respond 24 x 7 in an emergency. The candidate will provide call logging; mailbox monitoring and notifications; public news/media monitoring and summaries; operate center applications/devices per procedures; written or recorded authorization is required prior to initiating any alerts per escalation protocol when authorized by designated Government officials. This position is full-time onsite in Atlanta, Georgia. Remote work is not available.

Primary Responsibilities

• Provide call centers and operations support to assist the Government in maintaining communications between SNS, supported Centers, Institutes and Offices (CIOs), external agencies, health officials, and the public, as well as coordination support with other SNS Operations Center functions (e.g., public response hotline, clinician information line).
• Review and document incoming communications and prepare draft reports and notification emails for Government review and approval.
• Track and log incoming calls, faxes, and emails to the OPS CTR REPORT mailbox using established logs and the SNS call log system.
• Monitor designated electronic mailboxes and notify appropriate Government personnel of items requiring follow-up action.
• Monitor publicly available news broadcasts and media sources and provide summaries of relevant developments to designated Government personnel.
• Operate the OPS application systems and remote monitoring devices in accordance with established procedures and Government direction, including initiating alert and notification processes when authorized by designated Government officials.
• Route operational communications to appropriate Government personnel in accordance with established escalation protocols.
• Provide information to callers regarding publicly available SNS programs and services and refer inquiries to appropriate Government personnel in accordance with established procedures.

Basic Qualifications

• Bachelor's Degree and 2 years of the below experience required, High School Diploma and 6 years of experience is considered in lieu of degree.
• Experience similar to 911 operator or switchboard operator supporting a 24/7 operations center or mission-critical environment
• Experience handling high volume incoming calls, service request, incident reports, or customer inquiries.
• Experience documenting, tracking, and escalating customer issues, incidents, or service requests.
• Proficiency using Microsoft Office.
• Ability to consistently work some weekends on a rotating schedule. Day or night shifts are available.
• Required to be on-call 24 hour/7 days a week. Must be able to respond to mission alerts within 15 minutes with a recall of 90 minutes to report to designated location. Must carry a cell phone at all times.
• Ability to lift up to 50 lbs.

Preferred Qualifications

• Experience with incident management, emergency response coordination, or operational reporting.
• Experience preparing incident logs, status reports, operational summaries, and shift handoff documentation with strong presentation skills.