NOSC Infrastructure Tier 1 Lead / Manager

Job Category: Project and Program Management

Time Type: Full time

Minimum Clearance Required to Start: None

Employee Type: Regular

Percentage of Travel Required: Up to 10%

Type of Travel: Local

CACI is seeking a Network Operations (NOSC) Infrastructure Tier 1 Lead / Manager to oversee four Tier 1 teams (Shifts) of a 24x7x365 Enterprise Operations Center and the overall NOSC (Network Operations Security Center) operations. The Tier I operations teams are responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a large enterprise infrastructure. The NOC will address more complex issues prior to escalation and report on all operational information concerning the enterprise network infrastructure. The Tier 1 Manager will work very closely with the Task Order PM, the other Team Leads, and staff across the task order to develop and implement improved processes and ensure daily operational success.

The work location for this position is the Nebraska Ave Complex (NAC) in Washington, DC, currently with telework authorized with a signed telework plan agreement. The candidate must live in the National Capital Region (NCR) commuting area (Washington DC, Maryland, Virginia area) and be able to commute to the NAC when required.

About the Role:

• In this role you will Manage the Tier 1 teams who provide technical services and support at the Tier I level, including WAN and LAN connectivity, routers, firewalls, and security

• Perform scheduling and management of leave request, ensuring appropriate coverage for each shift

• Conduct quarterly touch points, and annual salary planning for each subordinate

• Leverage technical background to ensure daily operations guide troubleshooting and incident management of technicians on the team as necessary

• Ensures policies, practices and procedures are understood and followed by staff across all shifts.

• Ensure Tier I staff are instructed and follow the Incident Management Processes

• Works independently with limited supervision

• May manage projects/processes, coaches, develops, and reviews the work of lower professionals

• Establish and maintain a good working relationship with NOC federal and contractor leadership

• Work with Tier 1 team to ensure awareness of any critical incidents causing a disruption to day-to-day and Enterprise-wide operations

• Work with Tier 1 shift leads to ensure maintenance of established return to service process library, including the development on new procedures as needed

• Act as escalation points for NOC operations

• Ability to be available afterhours if/when needed

• The NOSC Tier 1 Manager is also the designated deputy NOSC TO Lead

Required Qualifications:

• Ability to obtain Department of Homeland Security (DHS) Entry On Duty (EOD) - Active EOD preferred.

• Bachelor’s degree and 8+ years in a related field with supervisory or managerial experience (Equivalencies include High School Diploma/GED + 9 Years, or Associate degree + 7 Years, or a Master’s degree+ 3 Years, or PhD +1 year)

• Knowledge of network fundamentals and protocols such as Open Shortest Path First) Protocol (OSPF), Boarder Gateway Protocol (BGP), and Enhanced Interior Gateway Routing Protocol (EIGRP).

• Five + years of Networking and IT technical experience in WAN routing and switching.

• 5+ Years of IT technical experience in WAN routing and switching

• 1 Year hands on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM

• Experience leading multiple shift work teams with 15+ employees

• Working knowledge of ServiceNow; creating, updating, and closing tickets; and creating/pulling SMT reports.

• Basic knowledge of cloud fundamentals and experience with cloud system monitoring.

• Strong Microsoft Office experience, predominantly Teams, Excel, and PowerPoint

• Strong organization and communications skills and ability to work collaboratively with Senior Government Leaders

• Strong initiative to proactively establish and maintain relationships, setting up working groups to achieve outcomes, finding opportunities to innovate and add value, as well as providing new ideas for improvement.

• Team player with ability to work independently with little direction and management oversight.

Preferred Qualifications:

• ITIL Foundations, Network+, CCENT, Security+, and/or Azure Fundamentals Certifications

• Experience with DHS HSEN (Homeland Security Enterprise Network).

• Project Management Certified (CompTIA PM+, CAPM, PMP, etc..).

• Excellent interpersonal skills and able to relate effectively with program employees, government/client representatives, and internal organizational functional representatives.

• A collaborative, team-centric attitude and enthusiasm that encourages outreach and partnership.

• Ability to manage multiple projects and requirements simultaneously in a diverse and dynamic environment with short-notice and under high pressure in high visibility situations.

What We Can Offer You:

• We’ve been named a Best Place to Work by the Washington Post.

• Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.

• We offer competitive benefits and learning and development opportunities.

• We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.

• For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success.

Company Overview:

CACI 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, status as a protected veteran, or any other protected characteristic.

Pay Range : There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits. Learn more here (https://careers.caci.com/global/en/employee-benefits)

The proposed salary range for this position is:

$85,800 - $180,200