General Dynamics Information Technology Network Que NOC Manager - TS/SCI required in Washington, District Of Columbia

Job Description

The NOC is currently seeking a Network Queue Manager whose primary task would be to monitor ticket queue, assign tickets to resources as per their skill set and basic network knowledge and troubleshooting. Their primary goal is to meet the SLA targets for all tickets based on agreed upon SLAs within assigned services (Network/VoIP/VTC/Crypto). Below are the responsibilities of the Network Queue Manager:

  • Comprehend required team SLAs, assuming the responsibility to ensure tickets do not breach.

  • Monitor the queues and assign the tickets before impacting Response time SLA.

  • Monitor crypto queue for expiration dates and contact sites to resolve crypto rekeying within assigned dates.

  • Push key material remotely to site within expiration guidelines.

  • Assist in the analysis and administration of voice, video, and/or data networks

  • Basic network troubleshooting techniques and experience

  • Basic knowledge of operating systems and applications as they pertain to the network environment.

  • Basic knowledge of CISCO and Juniper routers and switches along with VTC network hardware.

  • Basic Knowledge withadministrating and troubleshooting KG-175A and KG-175D encryptors (to include 10G encryptors).

  • Assign tickets within appropriate Service Support Team according based on skills set.

  • Follow up with service support specialist in an effort to prevent SLA breach.

  • Assign tickets which are out of scope to appropriate Service Teams within the enterprise.

  • Shift Handover to Next Queue Manager.

  • Daily Summary report on all Major incidents.

  • Manage repeated incidents, to include Parent association and cancelation of duplicate tickets.

  • Manage bouncing tickets and escalate to TL/Shift lead when unable to resolve.

  • Maintain network security and ensure compliance with security policies and procedures.

  • The below are the knowledge or skills which a Queue Manager should possess in order to deliver their job.

  • SLA Metrics

  • Process knowledge for all services (Network/VoIP/VTC/Crypto)

  • Basic knowledge of all services (Network/VoIP/VTC/Crypto)

  • Support Scope

  • Inter team Service POC

  • Escalation Matrix & Entire team contacts

  • Incident Categorization

  • Entire team Skill set Matrix

  • Current Shift Roster & Oncall Resource

  • Technology specific SME for Tech assistance

  • Inter Team Support Scope & Queue Name

  • Application Owners Contact & Queue Name

  • Generating the reports from Ticketing Tool (Service Now)

Must have a TS/SCI Clearance and the ability to obtain Poly.

Education

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Certifications:

Must have an IAT II Certification

Qualifications

1-3 years of directly related experience supporting network operations.

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT 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, or veteran status, or any other protected class.

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Job ID2018-44072

Number of Positions1

Job FunctionInformation Technology

Security Clearance LevelTop Secret/SCI

Full/Part TimeFull Time