Network Operations Center Shift Lead- TS/SCI

Clearance Level
Top Secret/SCI
Systems Administration
Washington, District of Columbia

REQ#: RQ87564

Travel Required: None
Public Trust: None
Requisition Type: Regular

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).  Responsibilities include resolution and customer support for all managed networks plus scheduled or active Video Teleconferences.  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 Description

Flexibility Requirement:

  • NOC is 24x7 shift work; to include weekends and holiday for all employees
    • Day Shift: 6am – 2:30pm
    • Swing Shift: 2pm – 10:30pm
    • Mid Shift: 10:30pm – 6am

Desired 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 Enterprise
  • Display a vision consistent with supporting Contract goals and objectives
  • Capable of developing plans and procedures
  • Ability to conduct trend analysis
  • Communicate effectively and professionally both written and verbally
  • Demonstrates flexibility
  • Understand and oversee daily network and unified communications operations without supervision
  • Knowledge of contractual obligations and services provided
  • Knowledge of company policies and procedures
  • Ability to create a team environment and improve / sustain employee morale
  • Self-starter: takes initiative to complete the mission with excellence and minimum supervision
  • Capable of multitasking and maintaining a professional demeanor under pressure
  • Technical Skills commensurate with CCNA and/or Network+ level technical knowledge
  • Video Teleconferencing (VTC) knowledge and experience
  • Understanding of Information Technology Infrastructure Library (ITIL) principles at a foundation level
  • Experience tracking and troubleshooting and reporting network incidents
  • Demonstrate collaborative efforts across multiple teams
  • Maintain 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 isolations
  • Ensure compliance with GDIT and NOC policies and procedures
  • Oversight of NOC queues and queue management process
  • Promptly escalate issues that affect service delivery and/or quality of service
  • Track, plan, and monitor scheduling and attendance
  • Enforce account management policy and compliance
  • Review and update SOP, guides, and procedures quarterly
  • Participate in the interviewing and staffing process
  • Provide regular training and technical guidance for team
  • Perform administrative functions to include Performance Management, Performance Appraisals, Employee Recognition, Onboarding / In-Processing, Resignation / Termination, and Training Requests IAW established policy and guidelines
  • Educate end users
  • Review email daily and regularly monitor and remain engaged in chat groups with team, ITOC, and management
  • Provide expertise and assistance to customers as needed
  • Conduct and maintain thorough documented and verbal pass down between shifts
  • Maintain cleanliness of work environment
  • Manage additional duties as assigned by management
  • Maintain current knowledge of relevant technology as assigned
  • Participate in special projects as required
  • Brief the customer on Operational issues

Key Competencies:

  • Interpersonal Skills
  • Effective Communication skills - verbal and written
  • Listening skills
  • Problem analysis and problem solving
  • Attention to detail and accuracy
  • Customer Service oriented
  • Adaptability
  • Ability to work independently within a Team Concept
  • Ability to multitask in a stressful environment

Education Requirement:

Bachelors 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+ CE

Certification Preferences:

IAT II Certification

Network +

CCNA (Highly Desired)

ITIL Foundations

Clearance Requirement:

Must have a TS/SCI Clearance and the ability to obtain required Polygraph

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.