Network Operations Center Shift Lead - TS/SCI

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, SPLUNK, NA, NNMi, VC Wizard, Multipoint Control Unit (MCU), Telepresence Management System (TMS), CUCM and various other tools as required.

Shift 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

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 CCNP Collaboration

• 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 ITOC and NOC management pertaining to network faults and isolations

• Attend meetings and brief the customer on Operational statuses

• Ensure compliance with GDIT and NOC policies and procedures

• Oversight of NOC ticket 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

• 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

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

Requirements

• Bachelor’s degree and 5+ years of relevant experience, or AA/AS degree and 7+ years of relevant experience, or High School Diploma and 9+ years of relevant experience

• Active TS/SCI clearance and ability to obtain and maintain a CI polygraph.

• Security+CE or other IA Level II or higher certification required.

Certification Preferences:

• Network+

• CCNA (Highly Desired)

• CCNP Collaboration (Highly Desired)

• ITIL Foundations

GDIT is your place!

• 401K with company match

• Comprehensive health and wellness packages

• Internal mobility team dedicated to helping you own your career

• Professional growth opportunities including paid education and certifications

• Cutting-edge technology you can learn from

• Rest and recharge with paid vacation and holidays

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