NOC Team Lead (SCA)

Responsibilities

Peraton is seeking a NOC Team Leade. The Global Network Operations Center (GNOC) Communications Cell Team Lead is responsible for the management and control of a team that directly engages with DHA Leadership and Military Treatment Facility stakeholders. The lead role is responsible for developing and designing solutions to address leadership and stakeholder issues and vision for the future. The role is expected to identify and pursue initiatives to expand the team’s responsibilities and influence in the environment. The lead will leverage the capabilities within the team to meet mission requirements while actively exploring areas for improvement.

The lead role is expected to be an independent problem solver, operating off intent and minimal guidance provided by the customer. The role needs to leverage previous experience and gained knowledge to actively identify issues, hurdles, and improvement initiatives to light. The role is also expected to leverage the team to take those identified items and bring complete solutions back to leadership for implementation. The role directs and guides the team in execution of current and future tasking.

Additionally, the lead is expected to manage coverage for 24x7 operations, coordinate and lead training on tasks, provide quality checks on workflows, and develop executive briefings of team activities and data for leadership. The lead is expected to have a working knowledge of ITSM, reporting, analytical methodology, various monitoring tools, Microsoft suite of tools and specifically Excel and PowerPoint, knowledge base structure, templates, process development, and medCOI infrastructure. The role should continue to grow in these areas and become an expert for the team to rely on as a consistent source of truth for all aspects of the team’s tasks. The lead role reports directly to the GNOC supervisor and facilitates the operational and administrative needs of the business and customer.

Responsibilities :

• Accountable for providing information to our key enterprise leaders and stakeholders.
• Establish staffing, scheduling and training plans for the team
• Responsible for creating and managing delivery against a Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
• Provide primary coordination interface to GNOB Leadership
• Work across operational silos to drive consistent tracking of major service interruptions
• Coordinate with other Infrastructure & Operations (I&O) support teams
• Coordinate with DHA Deployment initiatives to understand requirements and expectations on I&O services
• Interface with DHA Leadership as necessary to communicate service interruption status
• Interface with external DHA Mission Partners to improve communication
• Lead the team daily tasks and continual improvement initiatives
• Provide support to the GNOC Operations Supervisor and Manager as required
• Facilitate the communications process for all major service interruptions ensuring comprehensive and proactive communications strategies to appropriately inform leadership.
• Promote and educate DHA IT resolution teams both internal and external of Communication Cell services and tool steps related to outage reporting.
• Provide customer requirements, including reports and briefings, in the absence of GNOC leadership.

Qualifications

Requirements :

• BS 2-4 Years, MS 0-2 or HS 8-10
• Able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
• Familiar with Service Desk support methodology.
• Must be able to work in a fast pace & stressful environment.
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• Have or able to obtain requisite DoD 8570 certifications
• ITILv4 Foundations Certification (Preferred)

Skills :

• Requires in-depth conceptual and practical knowledge in own job discipline and basic knowledge of related job disciplines
• Experience leading service delivery support teams
• Experience developing various data analytics and operational performance reports.
• Experience creating and delivering executive summary and after action reports.
• Technically competent
• Solve complex problems using ingenuity, creativity, and critical thinking
• Work independently with minimal guidance
• Lead projects or project steps
• A resource for colleagues
• Knowledge of best practices and impacts to other groups
• Latitude in determining technical objectives of tasks
• Develop solutions to broad problems with specialized theories and knowledge
• Explain complex, difficult, or sensitive information and concepts
• Interact with senior customer personnel on significant technical matters
• Coordinate activities across organizational lines
• Must have a solid knowledge of standard network architecture and design.
• Experienced in and capable of effectively using a broad range of network monitoring techniques and tools.
• Experience training various groups within job duties.
• Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
• Experience managing personnel issues, concerns, and administratively.
• Excellent verbal and written skills
• Proven experience with ServiceNow ITSM
• Knowledge of ITILv4 processes and experience with the ITSM solution
• Proven problem coordination and root cause determination skills

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.