Job Directory NOC Tier 1 Shift Lead

NOC Tier 1 Shift Lead
Springfield, VA

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About

Job Description

Description

Overview

Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves-to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers. a

Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways-not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.

Perspecta's talented and robust workforce-14,000 strong-stands ready to welcome you to the team. Let's make an impact together

Perspecta has an immediate need in our US Public Sector group for a Network Operations Tier 1 Shift Lead in Springfield, VA.

Current Opportunity

Perspecta is currently seeking highly motivated, career orient IT professionals with experience in, and a passion for, data network management and troubleshooting to support a highly visible government agency.

Supporting a Network Operations Center (NOC) operating on a 24/7/365 schedule, NOC staff personnel are assigned to specific shifts to ensure ongoing and consistent schedule coverage. The NOC Team collectively works to maintain Network stability ensuring that contract Performance Work Standards (PWS) are achieved, allowing our customer to meet its mission objectives.

Outages impacting this agency can have life and death implications and national press visibility. A commitment to the agencies mission is paramount. The working environment is dynamic, fast paced, often with conflicting priorities. The ability to adapt and adjust and proceed is key to success.

NOC Analyst Tier 1 Shift Lead Description

The NOC Tier 1 Analyst Shift Lead is responsible for monitoring network services and responding to events and alarms, supporting the incident management process, including defining the impact, resolving, and properly escalating incidents, through effectively leading and managing all Tier 1 resources assigned to a defined shift. The Tier 1 Analyst supports service requests for a highly critical and dynamic WAN/LAN/MAN.

* Guarantee Shift Lead coverage of the NOC by staying on shift until next Shift Lead arrives. If arrival time is excessively delayed, escalate to NOC Lead.
* Initiate shift turnover with the Duty Officer and Major Incident Management Services (MIMS) at the start of each shift.
* Assign shift assignments for upcoming shift (tasks such as email, ticket, phone, etc.).
* Check Remedy and Steelhead availability to ensure tools are online, refreshing and working.
* Perform day-to-day training, mentoring, and coaching using established SOPs to increase team member knowledge and improve overall team performance.
* Monitor and manage Remedy queue to ensure tickets (all queues) are assigned in coordination with Queue Manager.
* Log-in, monitor and manage the phone queue in AVAYA Call Manager system.
* Manage ticket and call statistics with the goal to reduce volume of tickets from the previous day and reduce dropped calls and Ring Only No Answer (RONA) (i.e. complete tickets before end of shift).
* Serve as first point of escalation for Tier 1 Technicians for information and resolution of issues (internal team focus).
* Serve as primary Tier 1 point of escalation for customers, Duty Officers, MIMS and other stakeholders (external focus).
* Ensure responsibilities are assigned to a Back-up Resource to cover planned or unplanned absences in coordination with the NOC Lead.
* Provide first line approval of team member time-off requests and ensure that a calendar invite goes to Shift Lead and NOC Lead.
* Support contract audit requirements and follow-up from audits as needed.
* Generate, review for accuracy, and send shift turnover report according to requirements.
* Ensures responsibilities are assigned to a Back-up Resource to cover planned or unplanned absences in coordination with the NOC Lead.

Qualifications

Education and Experience

* Bachelor Degree or equivalent experience.
* Minimum 3-5 Service Desk or NOC (NOC preferred).
* Some team lead or supervisory experience.

Basic Qualifications

* Associate or Bachelors in Computer related field.
* ITIL Fundamental certification.
* Cisco Certified Network Associate (CCNA).
* Security certifications (CISSP, Security+ as examples)

EEO Tagline: Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories

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