Posted today
Intel Agency (NSA, CIA, FBI, etc)
Unspecified
IT - Support
Columbia, MD (On/Off-Site)
- Operational Oversight:
Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
- Process Implementation & Improvement:
Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation.
- Incident Management Leadership:
Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
- Staff Development & Performance:
Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team.
- Reporting & Communication:
Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
- Scheduling:
Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
- Collaboration:
Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.
Requirements:
- Bachelor’s degree in engineering from an accredited college or university is desired
- Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
- Three (3) years of related experience
- Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
- Strong troubleshooting abilities in both networking and desktop support.
- Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
- Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
- Exceptional time management, communication, interpersonal, and presentation skills.
- Proven ability to communicate professionally with all levels of personnel and stakeholders.
- Strong leadership skills with a track record of developing high-performing teams.
- Ability to work in a fast-paced, mission-critical environment with shifting priorities.
- Availability to provide on-call support or work non-standard hours as needed
Three Shifts Needed:
Sun – Monday 2pm – 10p
Tues – Wed 3pm – 8pm
Tuesday – Saturday 3pm to 11pm
Supervise 24x7 operations center staff, ensuring effective identification, prioritization, and resolution of operational issues to meet or exceed service level agreements (SLAs) and customer objectives.
- Process Implementation & Improvement:
Implement moderately complex core business processes and actively participate in process improvement initiatives to enhance customer service and operational efficiency. Identify significant process matters or enhancements and drive their successful implementation.
- Incident Management Leadership:
Lead incident response during critical outages, coordinating resources, driving rapid resolution, and ensuring timely, clear notification to management and customer points of contact (POCs).
- Staff Development & Performance:
Evaluate employees’ performance, provide coaching and mentoring for professional growth, and address performance issues. Make informed recommendations for personnel actions as needed to build a high-performing team.
- Reporting & Communication:
Prepare and deliver daily reports on incidents, changes, problem tickets, and SLA status. Develop summary reports on major incidents occurring during shifts, ensuring management and stakeholders are well-informed.
- Scheduling:
Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment.
- Collaboration:
Communicate professionally and effectively with all levels of personnel, from frontline technicians to senior management, fostering a collaborative and responsive operations culture.
Requirements:
- Bachelor’s degree in engineering from an accredited college or university is desired
- Four (4) additional years of relevant network engineering experience may be substituted for a Bachelor’s degree.
- Three (3) years of related experience
- Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
- Strong troubleshooting abilities in both networking and desktop support.
- Experience with enterprise management monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
- Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent (required).
- Exceptional time management, communication, interpersonal, and presentation skills.
- Proven ability to communicate professionally with all levels of personnel and stakeholders.
- Strong leadership skills with a track record of developing high-performing teams.
- Ability to work in a fast-paced, mission-critical environment with shifting priorities.
- Availability to provide on-call support or work non-standard hours as needed
Three Shifts Needed:
Sun – Monday 2pm – 10p
Tues – Wed 3pm – 8pm
Tuesday – Saturday 3pm to 11pm
group id: 10110693a
