Basic Qualification:

• U.S. Citizen; eligible for U.S. Secret Security Clearance.
• 10 years’ experience providing network and systems operations support within an enterprise IT infrastructure environment.
• Experience implementing or supporting SLAs (Ticket Open, Customer Satisfaction, and Root Cause Analysis (RCA).
• Experience working with government senior level and/or executive level leadership.
• Experience creating and documenting IT processes.
• Experience working within the ITIL Framework with formal Service Management including incident management, change management, asset management, configuration management (CMDB), and knowledge management.
• Strong verbal and written communication skills and the ability to clearly articulate understanding of Problem, Incident, Change and Event Management processes.
• Working knowledge of MS-Office products for Windows including Word, Excel, Visio and SharePoint.
• Ability to work outside of normal business hours.

Preferred Qualification:

• Active Secret Security Clearance.
• ITIL V4 Foundation Certified
• Understanding of IT Service Management Tools and Service Level Agreements

Key Responsibilities:

• Managing contractor and subcontractor staff, ensuring staff development, and working with key government leadership team and stakeholder organizations to ensure continuity of operations.
•  Managing and responding to customer issues, concerns, and comments, and proactively escalating and alerting the Government to performance issues.
• Organizing, directing, and managing all support functions applicable to the network infrastructure for multiple, complex, and inter-related project tasks.
•  Reviewing task plans and deliverable items and managing a work consistent with applicable Service Level Agreements (SLAs).
• Ensuring all staff personnel receive adequate guidance and direction for performing their daily tasks.
•  Developing/presents briefings, preparing correspondence, and submitting operational status reports as required.
• Providing full range of network infrastructure management services, including implementation, technology integration, guidance for both scheduled and unscheduled maintenance, and working with the customer to develop and document network infrastructure policies and procedures.
• Overseeing and leading network monitoring, optimization and administration of LAN, MAN, WAN, VPN, Wireless LAN (WLAN), Video Teleconference (VTC), and Telephone/Telecommunications/Voice Over IP (VOIP).
• Collaborating with engineering and other support teams to provide Disaster Recovery/Continuity of Operations (COOP) coordination.
• Planning, developing, and implementing standard operating procedures to support the ongoing transition to IPv6.
• Performing Incident and Problem Management support consistent with ITIL v3/v4 and industry best practices to prevent incidents or situations from occurring, and if they do occur, prevent them from occurring repeatedly.

• Driving efficiency and effectiveness of the incident and problem management processes and procedures.
• Evaluating and performing performance and capacity management to ensure optimal operations of the network.
• Preparing and trend reports for use in the incident, major incident, and problem management processes to determine service goals, expected outcomes, and measurable results.

*Contingent on Contract Award*