Tier III Support & NOC Manager
Posted on Nov 5, 2020 by By Light Professional IT Services
The Tier III/Network Operations Center Manager is responsible for all aspects of Network Operations Center staff and operations to include hiring, work scheduling, performance management, rewards and recognition, training, and career development in support of the Cloud Based Internet Isolation (CBII) program. Leads the NOC Tier 1, 2 & 3 team ensuring network reliability, availability, compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of network components and long haul vendor services. Coordinate, monitor and track all Operation team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance, and resolution of customer issues. Ensures customer expectations are met when networks are upgraded, modified or decommissioned. Work closely with network engineering, operations personnel, Implementation and Program Management to ensure network reliability, customer satisfaction and support other functional teams to meet program objectives.
Tier III support will be responsible for the establishment of SME knowledge in all aspects of the CBII systems. This includes but not limited to applications, systems, networking, transport, NetOps, and operational documentation.
Will establish repeatable high-level processes that will enhance, where applicable, those Tier III support responsibilities. Such an example is the proscribed use of system debugs and other tools (software, hardware, feature sets) to determine expected and unexpected behaviors within the CBII environment.
Will integrate the utilization of vendor reach back (as required) to enhance the knowledgebase and product analysis in support of Tier III responsibilities.
Will use the ticketing and other system tools shared with Tiers I-III to provide Tier III level support.
Will provide 24x7x365 (Eastern Standard Time) on-call availability for Tier III issues. Support will include but not limited to 24x7x365 (Eastern Standard Time) access to the system, participation in off-hour troubleshooting efforts to perform onsite troubleshooting.
Will be reachable on a 24x7x365 (Eastern Standard Time) basis to provide Tier III engineering support with a one-hour call back.
Will also be responsible for the development, integration and Tier III support of Cyber Defense systems that are focused on identifying, thwarting and reporting any Cyber Attack or incident.
Ensure that NOC personnel are implementing effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and are returned to normal service levels.
Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles.
Work closely with network engineers, Program Management, Field Operation Personnel, and Implementation to ensure network integrity and reliability.
Select and mentor Shift Leads and participate in career development and coaching
Ensure timely response to customer inquiries for assistance, coordinate potentially impacting long haul vendor service maintenance or repairs with customer and program personnel and maintain peer level relationships with our customers.
Support the staffing, onboarding, training, development and performance management of the NOC staff.Lead team in Knowledge Management, coaching, IT Service Management improvements and customer status and reporting.
Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies, and processes
Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.
Ensure all technicians remain proficient; identify training for each skill set providing progress reports on operation team training and certifications.
Work with Tier 3 Technical Support to improve Tier 1 and 2 troubleshooting and repair procedures.
Responsible to implement and enhance cross-functional maintenance management policies, standards and procedures driving to ITIL v3 alignment and ISO 20000 certification.
Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.
Maintain Operational Awareness and keep Senior Management well informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues.
Bachelors Degree in IT or Equivalent Military education/experience
Minimum 8 years IT experience including five (5) years prior field technician, network operations center, broadcast center, military electronics or relevant experience
Extensive technical knowledge of Internet Protocol (IP), optical networking and network security technologies and protocols
Skilled utilizing Network Management tools preferably including Netcool and Remedy
Skilled utilizing ITSM ticketing products
Three (3) years managerial experience for teams of ten or more technical people
Ability to obtain DoD SECRET security clearance. Current security clearance preferred
ITIL v3, CCNP certifications are preferred
Customer Service Focused - the ability to deliver sustained high performance and high levels of customer satisfaction
Analytical thinker, Metrics Driven
Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external organizations
Strong problem-solving skills, critical thinking, excellent analytical ability
Team building, mentoring and coaching skills
Ability to communicate both verbally and in writing in a clear and concise manner
Work well under pressure with differing levels of Management
Ability to maintain confidential information and communications
Exposure to other network monitoring systems and IT Service Management
Proficient in Microsoft Office applications (Work, Excel, PowerPoint)
Bachelor's degree in technical engineering or IT related field; Military education and experience will be considered
8 years of experience managing a NOC and/or providing Senior Engineering level support in a large scale, complex, high performance network
DoD 8570-01-M IAT Level II or higher to include Security+, GSEC, SCNP, SSCP, or CISSP
Special Requirements/Security Clearance
Minimum SECRET Clearance required
Ability to type, communicate via telephone and sit for extended periods of time.
Apply for this job online
Refer this job to a friend
Share on your newsfeed
By Light provides a broad range of hardware, software, engineering, and IT integration services. Headquartered in Tysons, VA, we support defense, civilian, commercial, and health IT customers worldwide. We offer an excellent benefits package that includes: medical, dental, vision, life and disability insurance, paid time off, paid holidays, and 401(k) match.
An Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities