Network Control Center Manager manages the daily activities of a network service function to ensure efficient, reliable, and secure operations that meet users' needs. Directs testing, configuration changes, or upgrades to network hardware or software. Being a Network Control Center Manager oversees monitoring of the network traffic and performance to identify and troubleshoot any issues. Leads incident response and implements standard incident management processes, including root cause analysis (RCA) of any issues to identify and deploy corrective actions. Additionally, Network Control Center Manager develops capacity planning forecasts and strategies. Manages relations with vendors and service providers and monitors performance quality to ensure required service levels are delivered. Requires a bachelor's degree. Typically reports to a director. The Network Control Center Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Network Control Center Manager typically requires 5 years experience in the related area as an individual contributor. 1-3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Our customer, Defense Information Systems Agency (DISA), provides, operates, and assures command and control of the Defense Information System Network (DISN) services to the warfighter, national leaders and other mission and coalition partners across the Department of Defense (DoD) and national security organizations. Our Network Operations Center (NOC) team provides 24x7 global DoD Information Network (DoDIN) operations and incident management support.
Education and Experience:
High school and 1-3 years of experience.
DoD Secret clearance Secret clearance prior to start date
Security certification or equivalent DoD 8570 IAT II certification within 60 days of start date
1-3 years customer service or call center experience
ITIL Foundations certification
Prior Military experience or experience working as a contractor in a Government environment is preferred.
Responsibilities:
This position is responsible for monitoring the entire lifecycle of trouble tickets.
Demonstrates working knowledge of high visibility customer ticket.
Analyze status of tickets and verify next action is clear and concise.
Monitor ticket queue to ensure contract performance goals are met.
Design reports to track and identify trends within the ticketing system.
Utilize report data to identify and correct non-compliant tickets.
Review and validate tickets are following published processes to include templates, notifications, and updating timelines.
Coordinate and assign daily workload to technicians for resolution of incidents.
Complete synopsis of incidents to government when requested.
Provide pass down of high interest incidents to oncoming Network Operations Center Support Analysts.
Consolidate list of scheduled maintenances and provide to technicians on shift.
Collaborate with leads in all functional areas to restore services to customers.
Provide situational awareness updates to both customer and contract leadership for all high visibility issues and tickets.
Be available to the customer to answer any informational requests.
Support Field Service Engineers in accordance with published work instructions and standard operating procedures.
Technical Knowledge
General understanding of Network Terminologies.
Strong written and verbal communication skills.
General understanding of network topologies, both transport and IP.
Experience with MS Office suite, i.e. Outlook, Excel, Word, Access, PowerPoint
Clearance/Citizenship:
Secret
Must be US Citizen
Travel Requirements:
This position will involve less than 10% travel
Location: O’ Fallon, IL (Scott Air Force Base)
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