NOC / SOC Operations Manager with Security Clearance

  • GDT,
  • Purcellville, VA
NOC, SOC, Operations, Manager
Full Time
Depends on Experience
Work from home not available Travel required to 10%.

Job Description

As a senior member of the NOC/SOC team, the Operations Manager shall promote a performance-based, personnel-centered environment allowing for professional and personal growth of all team members while delivering exceptional results to the customers.


They shall drive consistency across all operations, and be a conduit to provide value to the customer.

Essential Functions

Strategic:

  • Provide vision and direction for superior support and customer service
  • Provide strategy to implement the vision
  • Define processes that govern the implementation
  • Recommend new technologies to implement
  • Proactively measure and monitor our support level and customer satisfaction
  • Define/refine our end user support strategy
  • Identify and recommend opportunities to operate more efficiently and effectively
  • Research and evaluate hardware, software, 3rd party service providers and support requests, making appropriate recommendations as required

Tactical Day -to -Day responsibilities:

  • Tier 3 Microsoft UC Support (Service Desk)
  • Infrastructure Monitoring and Management (NOC)
  • Tier 1 Tier 3 Security Operations (SOC)
  • User access to UC network and applications
  • Escalation point for the customer, SOC, NOC, and internal team members
  • Patch Management (Network, Servers, Storage, Backup)

Tactical Daily / Weekly / Monthly responsibilities:

  • Monitor service desk volume and tickets
  • Communications on any major IT issues/alerts
  • Ensure appropriate training is provided to drive better support
  • Monitor the development and upkeep of the knowledge database repository
  • Quality control of support responses for end-user support and infrastructure management
  • Identify process improvement opportunities

Compliance:

  • User access (MACD Management)
  • Application, Network, and Systems Security (SOC Operations)
  • Asset Management (both UC hardware and software)
  • Work with AUC Security Manager and Army client to ensure applicable controls, compliance, and regulations pertaining to information security are identified and adhered to
  • Establish and manage key performance indicators (KPI)
  • Establish and manage service level agreements (SLA) and standard operating procedures (SOP)s
  • Manage and monitor new system rollouts
  • Ensure the appropriate change management procedures are adhered to

Management:

  • Provide direction and subject matter expertise to a NOC/SOC staff of up to 45 resources
  • Employee development assess employee performance and areas for improvement; coordinate remedial and/or supplemental training as necessary
  • Monitor and identify customer support trends

Technical understanding:

  • Managing projects and programs
  • NOC/SOC operations and management
  • Experience managing end-user support and infrastructure management
  • Ideally, the candidate should possess a knowledge of multiple technologies including but not limited to:
  • Microsoft platform/technologies
  • O365
  • Skype
  • Remedy
  • ITIL
  • Server/Storage/Backup Platforms
  • Telecom
  • Circuits
  • Phone
  • Access Points

Minimum Requirements

  • Bachelor s degree in IT or strong demonstrated experience and performance
  • Minimum of 8-10 years of combined experience in managing end-user support, infrastructure management, and/or technical security operations

Preferred Experience

  • Ability to motivate and energize employees while ensuring cross-functional cooperation and teamwork
  • Excellent people management skills, program management knowledge, and business and technology expertise
  • Strong leadership, communication, and presentation skills
  • Strategic and innovative thinker
  • Hands-on, entrepreneurial style - one who looks to become personally involved in all elements of their functional responsibility and looks for cost-effective solutions that will deliver lasting value to the customer
  • Ability to work with employees from throughout the team, customers and outside organizations in a professional manner
  • Ability to handle multiple deadlines and set priorities
  • Project management skills
  • Must be self-driven, self-motivated, results-oriented, customer service-oriented
  • Must be an effective team player
  • The candidate shall work on-site in the AT&T NOC/SOC located in Vienna, VA (relocating to Purcellville, VA 2Q19) or remotely as approved
  • Hold at least a US Secret Clearance
  • Meet IAM III Certification requirements

Posted By

Dallas, TX, 75247

Dice Id : 10328997
Position Id : 5884632
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