Network Operations Center Shift Lead- TS/SCI

General Dynamics Information Technology
Washington, DC
Jun 04, 2021
Jun 13, 2021
Full Time
Type of Requisition:RegularClearance Level Must Currently Possess:Top Secret/SCIClearance Level Must Be Able to Obtain:Top Secret SCI + PolygraphSuitability:PolygraphPublic Trust/Other Required:NoneJob Family:Systems AdministrationJob Description:GDIT is currently seeking a talented Shift Lead with an active TS/SCI clearance to provide monitoring, and advanced support for customers globally. The successful candidate will be responsible for providing multiple services in the realm of Unified Communications and Network Operations to include monitoring, identification and troubleshooting of issues within the Enterprise, supporting a 24x7 NOC (Network Operations Center). A' Responsibilities include resolution and customer support for all managed networks plus scheduled or active Video Teleconferences. A' Candidate will become familiar with the use of Putty, SMC, GEM, HPNA, HPNNMi, VC Wizard, Multipoint Control Unit (MCU), Telepresence Management System (TMS) and various other tools as required.Job DescriptionFlexibility Requirement:NOC is 24x7 shift work; to include weekends and holiday for all employeesDay Shift: 6am A cents € " 2:30pmSwing Shift: 2pm A cents € " 10:30pmMid Shift: 10:30pm A cents € " 6amDesired Skill Level Requirements:Lead a team of technicians with various skill sets that provides operations, maintenance and service support of voice, video, and/or data communications networks across the EnterpriseDisplay a vision consistent with supporting Contract goals and objectivesCapable of developing plans and proceduresAbility to conduct trend analysisCommunicate effectively and professionally both written and verballyDemonstrates flexibilityUnderstand and oversee daily network and unified communications operations without supervisionKnowledge of contractual obligations and services providedKnowledge of company policies and proceduresAbility to create a team environment and improve / sustain employee moraleSelf-starter: takes initiative to complete the mission with excellence and minimum supervisionCapable of multitasking and maintaining a professional demeanor under pressureTechnical Skills commensurate with CCNA and/or Network+ level technical knowledgeVideo Teleconferencing (VTC) knowledge and experienceUnderstanding of Information Technology Infrastructure Library (ITIL) principles at a foundation levelExperience tracking and troubleshooting and reporting network incidentsDemonstrate collaborative efforts across multiple teamsMaintain the reputation of the NOC by demonstrating customer service skills and support.General Duties:Monitor Enterprise WAN infrastructure and report to Battle Captains and NOC management pertaining to network faults and isolationsEnsure compliance with GDIT and NOC policies and proceduresOversight of NOC queues and queue management processPromptly escalate issues that affect service delivery and/or quality of serviceTrack, plan, and monitor scheduling and attendanceEnforce account management policy and complianceReview and update SOP, guides, and procedures quarterlyParticipate in the interviewing and staffing processProvide regular training and technical guidance for teamPerform administrative functions to include Performance Management, Performance Appraisals, Employee Recognition, Onboarding / In-Processing, Resignation / Termination, and Training Requests IAW established policy and guidelinesEducate end usersReview email daily and regularly monitor and remain engaged in chat groups with team, ITOC, and managementProvide expertise and assistance to customers as neededConduct and maintain thorough documented and verbal pass down between shiftsMaintain cleanliness of work environmentManage additional duties as assigned by managementMaintain current knowledge of relevant technology as assignedParticipate in special projects as requiredBrief the customer on Operational issuesKey Competencies:Interpersonal SkillsEffective Communication skills - verbal and writtenListening skillsProblem analysis and problem solvingAttention to detail and accuracyCustomer Service orientedAdaptabilityAbility to work independently within a Team ConceptAbility to multitask in a stressful environmentEducation Requirement:Bachelor's Degree in Computer Science or a related technical discipline; or the equivalent combination of education; technical certifications or training; 5-8 years of directly related work experience.Certification Requirement:Security+ CECertification Preferences:IAT II CertificationNetwork +CCNA (Highly Desired)ITIL FoundationsClearance Requirement:Must have a TS/SCI Clearance and the ability to obtain required PolygraphScheduled Weekly Hours:40Travel Required:NoneTelecommuting Options:Telecommuting Not AllowedWork Location:USA DC WashingtonAdditional Work Locations:We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.