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Operations Manager Jun 9, 2020
Stafford, VA  

Operations Managers

This position’s primary role is to manage the day-to-day operations of a shift
team(s) at the Network Operations Center (NOC). This oversight includes but is
not limited to Personnel, Incident, Change, Service Level, and Problem
Management. The position is fully responsible for talent and personnel
management of the assigned employees. Authorizes deviations from standard
processes and procedures in order to mitigate and overcome outages to meet
service level agreements. Manages proper documentation of Incident and Change
management records. Acts as the liaison to the Advance Support Team to arrange
support for specific areas such as VPN, Networking, or IDS/IPS. Manages activities
of no less than 4 employees. Provides operational guidance to the Network
Associates, Advance Support Team, and Network Technicians. Ensures employees
properly execute processes and procedures. Ensures subordinates receive
accurate updated technical information. Participates in various working groups and
boards related to process improvement and change authorization. Key customer
interface with respect to NOC Services. Ensures compliance with contractual and
Navy/Marine Corps guidelines pertaining to operations. Serves as backup to the
NOC Manager as required.


Manage day-to-day activity of employees to ensure proper service delivery in the
critical business areas of Incident, Change, Service Level, and Problem
Management. Coach and mentor all subordinates on the execution of processes
and procedures. Ensure accurate time keeping of employees. Approve timesheets,
paid time off, holidays, and over time. Responsible for employees’ development,
including evaluations, promotions, transfers, hiring, and salary recommendations.
Work directly with Human Resources to resolve employee personnel issues.
Provide oversight of all outage recovery efforts. Manage personnel to ensure
trouble tickets are accurate, provide reports, and ensure proper escalation occurs.
Act as an escalation point for critical recovery decisions. Provide oversight for the
execution of all change activities. Approve all operational and emergency changes.
Authorize deviations from standard processes and procedures to mitigate issues.

Ensure proper reporting and classification of incident and change tickets. Analyze
performance and recovery time as it pertains to Incident Management. Account for
all Service Level Agreements and Key Performance Indicators associated with
service availability, performance, and response. Ensure proper documentation is
available in the ticking systems for compliancy purposes. Engage necessary
personnel to address chronic issues identified by the Problem Management team.
Ensure continued progression to problem resolution occurs. When required, act as
a voting member of the Change Authorization Board and a member of the Process
Review Board working groups. Act as the primary interface to the Network
Operations Center customers and maintain a strong communication bridge
between business partners. When required, serve as backup to the Network
Operations Center Manager.

Job Requirements

• Bachelor’s degree in business, computer science or related experience.
• Cisco Certification CCNA preferred, CCNP a plus.
• CISSP or CASP Required

• 8+ years experience with LAN/WAN/BAN/MAN Network required.
• 2+ years of directly managing a team that included human resource related
• 2+ years experience in Network Operations Center Support. Previous helpdesk
experience helpful.
• 2 years experience in IT management, project management experience a plus.

• Previous military experience desirable. Navy / Marine Corps, a plus.
• Working knowledge of Microsoft Office, Microsoft Visio, Microsoft Project,
PowerPoint, and Windows 2000. Microsoft Excel experience required.
• General understanding of Unix, HP-UX, Sun, Solaris, LAN/WAN, T-1, SNMP, Cisco
Works, Tivoli NetView, Cisco Routers/Switches, ATM/Sonet, and TCP/IP.
• Strong understanding and experience with Trouble Ticketing Reporting tools,
Remedy preferred.
• Excellent communications, writing and editing skills needed to transfer
information to individuals both internally and externally.
• Process oriented person that has a positive attitude and is highly motivated.
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