AT&T Lead NOC Operator (Government) in Virginia
Candidate will be assigned Lead duties within
Network Operations Center responsible for monitoring current network status;
responsible for troubleshooting outages using variety of router, switch and
firewalls commands. Support incoming technical calls from multiple customers
and assist either through initial troubleshooting, creating trouble tickets,
reporting status of resolution, or elevating trouble tickets for Tier III
engineers support. Specific Lead duties include (but are not limited to):
Lead a 24x7x365 Network Operation Center’s (NOC) operations and personnel.
Assign the work load of shift personnel, as well as escalate resource constraints to management.
Oversee day-to-day NOC operations, escalations, ticketing and communications with all customers.
Further develop process and procedures within the NOC.
Update and maintain documentation associated with processes and procedures (run books).
Train, mentor and develop Tier 1 & 2 technicians.
Lead the troubleshooting of major issues with NOC monitoring tools.
Coordinate efforts to identify root cause and recommend solutions.
Provide leadership and coordination on projects assigned.
Perform process development including the development and measurement of SLA’s / KPI’s.
Ensure that systemic issues have appropriate resolution paths.
Identify and document root cause for priority issues.
Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution and customer issues.
Work alongside and ensure mentoring of NOC personnel is occurring to ensure all staff is acquiring the necessary skill sets to perform their job functions and meet contractual and individual goals.
Perform all other related duties as assigned
Subject to call 24 hours, 7 days a week
Ability, Creative Thinking. Behavioral Competences: Leading people, Persuading
& Influencing, Applying Expertise & Technology, Analyzing, Delivering
Results & Meeting Customer Expectations. Minimum
experience and education:
5+Years of lead or management experience in a Technical support, IT support or Call Center environment
Familiarity with Remedy call tracking /ticket management systems
Knowledge of IP Networking concepts
Required Clearance: Current SECRET Level Clearance (or above)
Practitioner Level (or above) certified a plus Degree
in Computer Science, Electrical Engineering, or equivalent Military experience
is an Affirmative Action/Equal Opportunity Employer and we are committed to
hiring a diverse and talented workforce. EOE/AA/M/F/D/V