Noc Team Lead

NOC Team Lead
Job Category: Information Technology
Time Type: Full time
Minimum Clearance Required to Start: TS/SCI
Employee Type: Regular
Percentage of Travel Required: Up to 10%
Type of Travel: Continental US
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The NOC Supervisor will be a key member of the CACI team providing support for Defense Information Systems Agency (DISA) in Fort Meade, Maryland. This position will work with enterprise IT supervisors and government leadership to establish service delivery excellence toward being a world class service organization.
As a member of the CACI IT services management team, this individual will collaborate to set standards and ensure the delivery of services to clients for a 24 x 7 x 365, Network Operations Center that provides remote level I and level II technical support to users worldwide.
The NOC Supervisor is responsible for the daily monitoring and administration of the NOC and associated personnel. This includes Tier 1 support, client service order ticketing from voicemail, email, monitored services platform, technician daily / monthly reporting.
ESSENTIAL DUTIES & RESPONSIBILITIES

• Management responsibilities:
  • Supervises and provides technical guidance for 24/7 technical staff.
  • Makes hiring, firing, and review recommendations to management.
  • Contributes to employee performance appraisal process.
  • Develops training plans for NOC staff and facilitates cross-training and peer mentoring.
  • Participates in the development of policies, standards, and procedures for the NOC.
  • Ensures approved policies, standards and procedures are followed in the NOC.
  • Operates as any lower-level NOC Technician; responsible for assuming the workload and shift requirements for personnel if required.

• Operational responsibilities:
  • Manage scheduling for Network Operations personnel.
  • Oversees and monitors the performance of assigned computing systems through subordinates; ensures systems are managed to client SLA requirements.
  • Manages and communicates incidents impacting SLAs.
  • Responds to and coordinates recovery of assigned computing systems in the event of an unexpected outage.
  • Maintains, develops, and improves reporting capabilities in the NOC; makes regular reports to management on compliance with SLA objectives.
  • Performs routine and emergency administration of hosted systems and sub-systems in accordance with standard procedures and processes.
  • Develops and deploys communication and escalation plans designed to improve the efficiency and effectiveness of incident management.
  • Provides written plans and requirements to enhance existing or develop new products and service offerings based on industry trends and Client needs.
  • Leads, contributes to, and provides technical QA for outage postmortem analysis.
  • Leads and participates in technical troubleshooting calls.
  • Provides technical QA and review of documentation provided to the NOC and IT Operations to ensure accuracy and ongoing applicability.
  • Ensures the quality and ongoing capability of delivery of remote hands and eyes services across multiple geographies.

• Client management responsibilities:
  • Manages client operational calls and runs critical incident calls.
  • Contributes to production of scheduled management reports.
  • Handles escalations and client requests for information.

KNOWLEDGE, SKILLS & ABILITIES

• A good understanding of the principles of service support as defined in the ITIL framework.
• Working knowledge of enterprise ticketing systems.
• Knowledge of Managed Services products within the IT field.
• Knowledge of Datacenter and collocation products and services.
• Possess strong problem solving, conflict resolution and critical thinking skills.
• Possess strong written and verbal communication skills.
• Outstanding customer service skills.
• Excellent interpersonal skills.
• Excellent telephone manner.
• Ability to work well under pressure.
• Flexible and adaptable to meet the team's needs.
• Process driven individual capable of managing and scaling team responsible for consistent, high quality service delivery to enterprise client base.
• Must have the ability to work independently and be an effective contributor to a diversified team.
• Sense of ownership and accountability.

EDUCATION & EXPERIENCE

• BA/BS degree preferred with 5-10 years of related experience or minimum of 9 years equivalent work experience without a degree.
• Experience in managed services or data center services as a provider.
• A baseline technical aptitude in the following:
  • Help Desk Windows experience.
  • IP Networking
• Familiarity with technologies associated with top call reasons including Active Directory, MS Office suite, Outlook, Windows operating systems, VPN, basic network troubleshooting, and remote access.
• Familiarity with HDI and ITIL best practices.

Additional REQUIREMENTS

• TS/SCI clearance is required.
• CompTIA Security CE+ certification is required.
• Provide 24 x 7 support as needed.
• Must be willing to work outside normal business hours, including weekends, late nights, holidays and on-call support.
• Must be able to respond to emergency situations at the data center.
• Must be comfortable working in a highly critical, fast paced environment shifting priorities.

What We Can Offer You:

• We've been named a Best Place to Work by the Washington Post.
• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
• We offer competitive benefits and learning and development opportunities.
• We are mission-oriented and ever vigilant in aligning our solutions with the nation's highest priorities.
• For over 60 years, the principles of CACI's unique, character-based culture have been the driving force behind our success.

Company Overview:
CACI is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Pay Range: There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here
The proposed salary range for this position is:
$94,400 - $198,300