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