Network Operations (NOSC) Infrastructure Deputy Tier 1 Manager

Job Category: Information Technology

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 Deputy Tier 1 Manager (NOSC) to join our Network Operations Security Center team on a contract supporting the enterprise network and infrastructure at the Department of Homeland Security (DHS). CACI is responsible for the continuous (24 x 7 x 365) network monitoring, analysis, restoration, troubleshooting, escalation, coordination, and reporting of all operational information concerning the DHS network infrastructure. The Tier I network operations teams are responsible for initial triage, classification, troubleshooting, resolution of incidents and completion of service requests for a large enterprise infrastructure. The network operations teams will address more complex issues prior to escalation and report on all operational information concerning the enterprise network infrastructure. The Deputy Tier 1 Manager will report to the Tier 1 Manager and work very closely with the Tier 1 Manager, 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:

Serve as NOSC Deputy Tier 1 Manager responsible for the NOSC Tier 1 Team. Responsibilities include:

• Assist in managing a team of NOSC Tier 1 network technicians/analysts responsible for incident management of network alerts/alarms for DHS Enterprise Network incidents including WAN and LAN connectivity, routers, firewalls, and security.

• Act as backup to the Tier 1 Manager.

• Daily interaction and stand-up with government customer regarding NOSC operations.

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

• Monitor/track performance and health of critical applications, enterprise network, and the relationships with other departmental networks and applications as per government direction.

• Continuously improve team’s ability to identify, analyze, and remediate, network and mission critical application incidents throughout DHS, to minimize incidents’ impact/avoid recurrence.

• Enable and conduct effective communications among all stakeholders.

• Create and maintain documentation of standard operating procedures and job aids.

• Meet all deliverables regularly including required reports, SLAs, metrics analysis, and other ad-hoc data calls.

• Lead in troubleshooting and resolution of complex issues and work with other teams to identify root cause and required remediation actions.

• Ensure proper monitoring of systems and requests are implemented for optimal uptime, customer service, and support to meet/exceed service level agreements (SLAs).

• Supervise team and manage human resources including scheduling and delegating duties and tasks within the team or across multiple teams.

• Responsible for employee actions including hiring, evaluations, performance management and development.

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

• Work closely with other support teams to ensure incident events are handled in a timely manner.

• Respond to after-hours escalations.

Required Qualifications:

• Ability to obtain DoD Security Clearance

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

• BA/BS + 5 years of applicable experience (Equivalencies include High School Diploma/GED + 11 Years, or Associate degree + 7 Years, or a Master’s degree + 2 Years)

• Previous experience managing/supervising a technical operations team in a network operations center or similar work environment.

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

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

• 1 year of hands-on experience with Automatic Call Distribution (ACD) systems and ServiceNow ITSM.

• Understanding of ITIL service delivery concepts

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

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

• At least one of the following certifications:

• Cisco Certified Network Associate (CCNA)

• Network+, or Security+ Certification

• ITIL Foundation certification (*not required to start but expected to attain in first six months)

Preferred Qualifications:

• Previous DHS or DoD experience

• The following certifications is highly desired:

• Project Management Professional (PMP)

• ITIL Foundation

• CompTIA Network+ CompTIA Security+ Cisco Certified Network Administrator (CCNA)

• AWS Cloud Practitioner

• Microsoft Azure Fundamentals

• Knowledgeable of Problem Management best practices and processes

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:

$64,400 - $135,100