What are the responsibilities and job description for the Network Operations Manager position at BTI?
Business Technology Integrators (BTI) is a Service-Disabled Veteran-Owned Small Business (SDVOSB) with more than 25 years of experience delivering innovative and reliable IT and engineering solutions to the Federal Government. BTI supports mission-critical programs across defense and civilian agencies, with core expertise in cybersecurity, program management, enterprise IT, and technical oversight services.
Position Overview
Business Technology Integrators (BTI) is seeking an experienced Network Operations Manager to provide direct, hands-on oversight of all day-to-day operational aspects of the network Maryland™ Network Operations Center (NOC). This individual will serve as the senior operational leader responsible for NOC performance, monitoring workflows, incident management, maintenance scheduling, and SLA compliance across a statewide enterprise network supporting approximately 700 Gbps of provisioned bandwidth across nearly 1,000 locations. This position is On-site in Crownsville MD
Key Responsibilities
- Oversee all NOC personnel performance across four rotating shifts providing 24x7x365 coverage
- Maintain complete monitoring coverage across all networkMaryland™ devices and network segments
- Govern all ServiceNow ITSM ticketing workflows across incident, problem, change, and request management
- Direct Priority 1 through Priority 4 incident response activities and ensure timely RCA delivery
- Manage all preventative and corrective maintenance schedules across networkMaryland™ infrastructure
- Monitor SLA and KPI compliance metrics continuously and drive corrective actions to resolution
Commitment Level: Full-time dedicated resource with 24x7x365 availability for escalations and Priority 1 incident response
Required Qualifications
- ✅ Bachelor's degree in Computer Science, Information Systems, or a related field — OR equivalent professional experience of five (5) or more years
- ✅ Minimum five (5) years of direct experience in network operations, monitoring, troubleshooting, and/or service provisioning
- ✅ Minimum two (2) years of experience in a managerial or supervisory role with direct responsibility for operations team performance and service delivery accountability
- ✅ Demonstrated experience leading 24x7x365 enterprise-class NOC operations within government or large enterprise network environments
- ✅ Strong ITIL foundation with practical, applied experience in incident management, problem management, service operations, and change management
- ✅ Technical background spanning network monitoring tools, routing and switching technologies, provisioning workflows, firewall operations, and service assurance methodologies
- Must be able to obtain and maintain a Maryland CJIS Clearance
Preferred Qualifications
- 🌟 ITIL Foundation or Practitioner certification
- 🌟 Direct experience with SolarWinds network monitoring and ServiceNow ITSM platforms
- 🌟 Experience managing NOC shift operations across multiple rotating shifts
- 🌟 Familiarity with Palo Alto firewall operations and Everbridge mass notification workflows
- 🌟 Experience supporting statewide government network operations environments