Tier II Network Operations Lead

Description

Job Description:

As the trusted IT and network provider for more than 3 million government users, Leidos brings the domain experience and mission understanding to transform complex systems into modernized networks. We leverage innovations in technology and the creativity of our people to bring outstanding value to our customers.  Leidos is the largest systems integrator and provider of IT services to the U.S. government, serving customers across all sectors. We bring decades of experience leading large-scale, secure government networks and mission-critical programs to bear. With recent new program wins for mission critical networks, our footprint in this market is growing, and so are opportunities to join our team. 

Leidos is seeking a Tier II Network Operations Lead to join our team on a highly visible cyber security single-award IDIQ vehicle that provides Network Operations Security Center (NOSC) support, cyber analysis, application development, and a 24x7x365 support staff. 

Department of Homeland Security (DHS), Network Operations Security Center (NOSC) is a U.S. Government program responsible to monitor, detect, analyze, mitigate, and respond to cyber threats and adversarial activity on the DHS Enterprise.   The DHS NOSC has primary responsibility for monitoring and responding to security events and incidents detected at the Trusted Internet Connection (TIC) and Policy Enforcement Points (PEP), and DHS Core network infrastructure. Direction and coordination are achieved through a shared DHS incident tracking system and other means of coordination and communication.

As part of the Network Operations Center (NOC), the Tier II team will be supporting the 24x7x365 operations of a critical network supplying telecommunications and connectivity services for a government customer. The NOC will be the focal point for delivery of services, monitoring and managing the status of the network, receiving support calls for connectivity issues, and performing incident management and service restoration activities using a suite of automation and management tools, and working with transport providers.

The Tier II Network Operations role is to provide Network Monitoring and Tier II support, fielding escalation phone calls or electronic service requests from internal or client stakeholders, log and update issues and requests into ticketing systems, and perform continued triage and/or troubleshooting, and mitigations of issues or requests.  They will respond to all issues or requests in an expedient manner, escalating following guidelines, and supporting customers in a fast-paced environment.   

As the program progresses, this multidisciplinary role will lead and direct efforts of the Tier II groups respectively working to deliver superior customer service, Network Monitoring, proactive mitigations, capacity monitoring, technical support, and manage all aspects of the Tier II functions. The Lead will manage a team of internal Tier II staff services to deliver exceptional support and communications to internal Network Operations teams, stakeholders, and clients. This will include daily responsibility of managing the identification, prioritization, and resolution of end user service requests, including the monitoring, tracking, and coordination of service tickets or maintenance releases in their respective queues. Directly responsible for reporting processes and standard operating procedures to support maximum productivity, service quality, compliance, and client satisfaction.

Frequently, the Tier II Lead will participate as the liaison with customers to ensure the solutions and support exceeds customer expectations. Issues, maintenance activities, and service requests will vary in scope, size, complexity, and involves potential prioritization shifts. The lead will also recognize opportunities to help team members improve their technical and customer service skills. In addition to the technical and business skills, this position also requires strong people skills and an individual who enjoys collaborating with internal and client stakeholders and the dynamic nature of such a leadership role. 

Location: This role will work out of the Ashburn, VA Customer site

Clearance: You must have the ability to obtain a DHS HQ EOD background investigation to support this role.

Primary Responsibilities:

• Understand and drive development and/or refinement of Tier II Network Operations best practices that will result in customer problem solving and provide the highest level of satisfaction with the fastest turnaround.

• Develop, revise and update procedures throughout the lifecycle.

• Oversight of the team providing resolution of support issues with a high degree of technical complexity, manage daily activities and sets performance goal accordingly.

• Oversight of Tier II support across the environment and escalate situations as appropriate to the correct organization.

• Ensure proper systems and team collaboration are in place to build and promote knowledge sharing.

• Serve as the initial contact for reporting system issues and providing updates to any known system issues.

• Oversight of support operations and maintain activities and administer networks including hardware, systems software, applications software, patching, updates, maintenance activities, and all configurations.

• Monitor issues escalated by Tier I support and investigate ways to identify these issues proactively.

• Sustain metrics and ensure we are meeting our customer service level agreements (SLA).

• Bring visibility of our customer base to the organization. Provide recommendations for process, as well as the network services through customer reporting and feedback.

• Proactively manage the team’s training, professional development, performance management and evaluation.

• Advise and participate in recruiting and onboarding activities for new staff

• Manages Tier II staff and their performance.

Requirements:

• Candidates must have 10 years of experience that can be a combination of work history and education. This equates to a master’s and 4 years, Bachelors and 6 years, Associates and 8 years. 

• Industry Certification(s): examples: CompTIA+, ITIL, JNCIA, JNCDA, JNCIS, JNCIP, CCNA, and CCNP or other technical, telecommunications, or technical support training programs.

• Experience managing a Tier I or Tier II team in a multi-tiered support environment with respect to customer and business needs, telecom or network environment preferred.

• Experience with a 24/7 call center system, ticketing systems such as ServiceNow or Remedy, and familiarity with various call center technologies and platforms.

• Capacity to handle challenging, and escalated situations with a calm demeanor and approach.

• Working knowledge of various telecommunication or network technologies and must have a strong understanding of the OSI model and configuration of routing or telecom protocols. (Such as EIGRP, OSPF, MPLS, BGP, LDP, DS0, DS1, MPLS, Ethernet, WAN, IP, BGP, BFD, Routers, Layer 2 switches, and CPE such as Media Gateways).

• Ability to lead and motivate teams, act as a liaison for business management, network engineering, vendors, and occasional to frequent customer escalations or re-prioritizations.

• Demonstrated experience in team/function performance data measurement both day to day as well long term

• Experience with process development and analysis

• Experience developing and implementing client service plans.

• Team / resource / department management or other relevant supervisory experience

• Ability to guide integration projects with partners, carriers and customers.

• Ability to change priorities in a fast paced or escalated environment.

Desired Qualifications:

• Customer Experience Mindset - the ability to exceed expectations and deliver consistent performance and high levels of customer satisfaction.

• Expertise with Network Equipment and Software Defined Networking (Routing, Switching), Load Balancing Experience and Knowledge, Experience with telecommunications troubleshooting (TDM/IP/Ethernet) and MPLS.

• Exposure and familiarity with Network Management, Performance, service desk, and Automation Platforms (examples: ServiceNow, Netscout, Splunk, Itential or similar )

Pay Range:

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is a Fortune 500® technology, engineering, and science solutions and services leader working to solve the world’s toughest challenges in the defense, intelligence, civil, and health markets. The company’s 47,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $14.4 billion for the fiscal year ended December 30, 2022.   For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

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Commitment to Diversity

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.