CACI International Tier I Network/Enterprise Operations Center Manager in National Harbor, Maryland
CACI is looking for a Tier I Network/Enterprise Operations Center Manager to provide daily management and oversight to a team of technicians providing Tier I support for a 24x7x365 Enterprise Operations Center. She/he will be responsible for providing knowledgeable consulting, technical guidance, and leadership to Tier I staff - in taking remedial action to correct any/all network outages, latencies and issues pertaining to the network performance.
Duties and Responsibilities:
In coordination with the overall EOC Manager, oversee 24x7x365 Tier I operations, including the supervision, motivation and development of a team of 20+ technicians
Manage staff schedules to ensure coverage for ongoing operations and surge events while meeting all contractual SLAs
Provide guidance to Tier I staff and Shift Leads in capturing, documenting, and taking appropriate action on each incident.
Provide information and status updates to DHS OneNet leadership on priority incidents.
Develop and maintain Tier I training plan
Monitor inbound calls to ensure optimal coverage. Adjust staff schedule as needed to ensure optimal coverage and minimize call waiting time.
Identify performance improvement opportunities and implement action as needed. Escalate issues that will have a negative impact to operations as needed.
Oversee and implement Quality Assurance activities to ensure high level of quality. Develop and maintain prescribed procedures to be followed routinely in the form of standard operating procedures. Assist with the updating of processes. Ensure adequate process improvements are continuous and standard operations are adhered to by Tier I staff.
Develop, maintain and implement a proactive capacity planning model to support business decisions.
Serve as the primary interface between Component NOCs/Service Providers and Tier I.
Act as escalation points for NOC operations
Ability to be on call
DHS EOD Eligible (Active EOD preferred)
Typically requires a bachelor’s degree or equivalent, and at least eight years of related experience in enterprise IT operations.
Experience shall include at least 5 years of technical experience in WAN networks similar in size scope and complexity to DHS OneNet (more than 1,000 sites throughout the continental US, OCONUS and international locations with 10,000+ users)
Experience must include at least 2 years of experience managing teams in a 24x7x365 shift environment.
Knowledge of network protocols such as OSPF, BGP, and EIGRP. Experience with Cisco command line interface and configuration
Hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM
Experience in implementation of ITIL service delivery best practices
Experience working with wireless technologies, Virtual Private Networks (VPN), Intrusion Prevention Systems (IPS), WAN Accelerators and associated technologies
Working knowledge of ServiceNow; creating, updating and closing tickets
Relevant technical certification(s) (e.g. Network+, CCNA, Security+)
PMP, ITIL v3 Foundations, CCNP
Experience with DHS OneNet
US-National Harbor-MD-MARYLAND SUBURBAN
CACI employs a diverse range of talent to create an environment that fuels innovation and fosters continuous improvement and success. At CACI, you will have the opportunity to make an immediate impact by providing information solutions and services in support of national security missions and government transformation for Intelligence, Defense, and Federal Civilian customers. CACI is proud to provide dynamic careers for employees worldwide. CACI is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities.