Enterprise Operations Center Manager

Peraton is seeking an Enterprise Operations Center Manager to perform the following: 

• Manage the day-to-day activities of a USCG NOC/EOC operations team responsible for maintaining a hybrid cloud/network, including preventative maintenance, fault isolation, connectivity, network performance, and timely outage resolution.
• Lead an Enterprise Network Operations Center operating on a 24/7/365 schedule.
• Manage diverse teams that provide technical assistance to DHS and DoD systems, services, and users. 
• Implement policies and procedures regarding identifying, receiving, documenting, distributing, and correcting problems. 
• Ensure issue/problem resolution processes are in place to meet Service Level Agreements.
• Establish objectives and direct staff activities to improve technical support practices in the areas of quality, knowledge-centered support, and resolution timeframes.
• Coordinate customer service activities with other internal functions. 
• Manage personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Participate in change management and root cause analysis to support the ITSM team.
• Define alarm conditions, escalation processes, and procedures to support Operations and the ITSM team. 
• Document day-to-day processes and procedures based on ITSM framework; ensure EOC team adopts established ITSM processes and procedures.
• Establish a Concept of Operations (CONOPS) that defines communications and high-level processes for the NOC Services, Service Operation, and Continual Service Improvement Lifecycle stages.
• Define reports and dashboard information that will demonstrate the operational performance and success of the NaaS environment.
• Interface with service desk, field operations, engineering team, equipment vendors, and service providers.
• Manage the distribution of patches and software releases.
• Drive trend analysis of incidents to prevent future incidents from happening.
• Perform problem identification, recording, investigation, and diagnosis.
• Communicate with the Operations Director and government POCs. 
• Work in collaboration with Program Management Office and stakeholders to drive consistency of the project scheduling approach to facilitate accuracy in project reporting.
• Direct and support resources for the performance of project assignments and activities. 
• Ensure adherence to quality standards and reviews project deliverables. 
• Manage the integration of NOC vendor tasks and track and review vendor deliverables. 
• Provide management services, including general administrative oversight, time accounting, financial tracking, cost projection, inventory management, personnel evaluation, and support.
• Prepare and approve Standard Operating Procedures and other technical documentation. 
• Provide service desk and NOC services for government classified networks.

Basic Qualifications:

• 10 years of work experience.  Bachelor's Degree preferred
• Leadership experience in a Hybrid Cloud Environment.
• Experience working with diverse distributed teams– on-prem and virtual.
• Must be proficient with all Microsoft 0365 applications, services, and tools.
• ITIL V4 Foundation certification.
• Problem-solving and project management experience.
• Exceptional written and oral communications skills, including executive-level presentations.
• Experience supporting large IT projects leveraging Agile methodology.
• Experience with IT Service Management tools and continuous service improvement.
• Goal-oriented with a deep understanding of team building.
• Proficient presentation skills for presentations to technical and non-technical audiences; must be able to translate technical terms and concepts to non-technical entities.
• Experience in integrating and engaging teams and Engineers from multiple organizations/companies.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must have an active Secret clearance or ability to obtain.

Preferred Qualifications: 

• Understanding of USCG program, USCG/DOD networks, and risk management practices 
• Experience with SAFe methodology
• Experience with Agile methodology
• PMP Certification

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.