Reports to the Senior Manager of the GDIT Command Center and implements all requirements set forward to ensure all supported programs expectations are met to include GDIT requirements within set timelines.
Manage the overall day-to-day operations by ensuring events and/or incidents are detected and responded to in adherence to established process and procedures; SLAs and SLOs are met.
Manages the staff on the GDIT Command Center NOC team by ensuring all tasks are met and staff training is completed within the scheduled deadlines.
Accountable for achieving goals of the NOC
Serve as an incident manager for the NOC.
Lead the NOC team in a fast-paced environment, while exercising composure, professionalism and teamwork during incidents. Support and oversee incident response activities as the most senior escalation point on the NOC team.
Supports customer services delivery by producing reports, troubleshooting, preparing and presenting briefings, etc. as required or necessary.
Research and report on NOC improvements (services, toolsets, etc.)
In addition to the above responsibilities, the NOC manager will support all roles of the NOC including backfilling when needed. The NOC manager may need to perform duties designated under all roles in the NOC as needed to support ongoing operations.
Qualifications and Skills
Ability to handle escalated incidents, work closely with customers, have excellent communications skills
Extensive experience with a variety of monitoring tools, major incident response actions.
Excellent written and oral communications skills, excellent interpersonal skills and the ability to interface with all levels of employees.
Develop or recommend analytic approaches or solutions to problems and situations for which information is incomplete or for which no precedent exists.
Prepare and present briefings
Lead a team of up to 20 employees by developing them to deliver a quality product to our customers. This requires coaching, training and providing critical feedback when merited.
Ensures all deadlines for the team or met for management and our customers.
Education and Experience
Required - Bachelor’s (BA/BS), or 5 plus years of related experience
Preferred – Minimum of 5 plus years related experience providing support to an enterprise operations center (or NOC), monitoring and managing systems and network using advanced technologies and tools.
Preferred – Minimum of 3 years’ experience utilizing monitoring tools or related services to monitor alerting devices.
Preferred – Minimum of 2 years’ experience using an ITSM tool for ticketing solutions such as ServiceNow, Remedy, HP Service Manager or related tool.
Preferred – Excellent customer service skills, written and oral communications skills, reading comprehension, interpersonal skills and the ability to interface with all levels of employees.
Preferred – Excellent abilities in decision making, troubleshooting problems, critical thinking and meeting timelines.
Preferred – A+ certification
Preferred – Cloud Foundations certification w/Azure, AWS or Google
Preferred – MS Office Business products (Excel, Outlook, PowerPoint, SharePoint, Word)
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.