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.
REQUIRED SHIFT - Tuesday-Saturday 2pm-10pm or Wednesday-Saturday between 12pm-12am
Required Skills
Education: 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.
Experience:
Three (3) years of related experience
Demonstrated experience scheduling and supervising staff in a 24x7 operational environment.
Technical Skills:
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).
Professional Skills:
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.
Additional Requirements:
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
Active TS/SCI security clearance with a polygraph is required
Numbers & Facts
Location
Columbia, Maryland
Skills
Business Processesunmatched
Coachingunmatched
Communication Skillsunmatched
Customer Relationsunmatched
Customer Service Operationsunmatched
Desktop Administrationunmatched
Engineeringunmatched
Establish Prioritiesunmatched
HP OpenViewunmatched
IT Service Management (ITSM)unmatched
Identify Issuesunmatched
Incident Managementunmatched
Incident Responseunmatched
Interpersonal Skillsunmatched
Leadershipunmatched
Mentoringunmatched
Network Architecture/Engineeringunmatched
Network Supportunmatched
On Callunmatched
Operational Strategyunmatched
Operations Managementunmatched
People Managementunmatched
Performance Reviewsunmatched
Presentation/Verbal Skillsunmatched
Problem Solving Skillsunmatched
Process Developmentunmatched
Process Improvementunmatched
Remedyunmatched
Reporting Skillsunmatched
Resource Utilizationunmatched
Security Clearanceunmatched
Sensitive Compartmented Information (SCI)unmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Splunkunmatched
Staff Developmentunmatched
Team Playerunmatched
Time Managementunmatched
Top Secret Clearanceunmatched
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