NetOps Enterprise Operations Manager Shift 5 West

Description

This Information Technology and Agile Services opportunity provides a challenging role on a high-visibility DoD program through engineering and operations support to the Navy Marine Corps Intranet (NMCI), the largest information technology (IT) network in the world. Leidos is seeking an on-site Enterprise Operations Manager - West (Shift 5) for the Service Management, Integration, and Transport (SMIT) contract. For this program, the Leidos team will deliver the core backbone of the Navy-Marine Corps Intranet, including cybersecurity services, network operations, service desk, and data transport. Ultimately, Leidos will support the Navy in unifying its shore-based networks and data management to improve capability and service while also saving significant dollars by focusing efforts under one enterprise network.

The candidate will be responsible for Network Operations (NetOps) Network Operations Center (NOC) Current Operations (CO) leadership operating from the Pearl Harbor NOC Site and providing on-site NIPRNet and SIPRNet support at Pearl Harbor NOC Facility in direct collaboration with the PRLH Network Operations Site Lead and NOC Lead (operates out of the Leidos SMIT NMCI NOC Facility Meridian ID), NMCI Director, Transport Services and NMCI Director, Network Operations. The candidate will provide on-site leadership of West (Shift 5) and oversight of the SMIT NMCI PRHL NOC West Current Operations Team responsible for monitoring and reporting on incidents and events impacting the infrastructure and network. This includes directing staff on appropriate incident, event and troubleshooting activities, working with teams in a matrix organization and communicating directly with Leidos Leadership, PEO-Digital and NNWC customers with focus on COMPACFLT, USINDOPACOM, and NCTAMS PAC. Must be capable to respond appropriately to alerts and events from triage through resolution, including escalations, where appropriate. Document daily shift activities in appropriate reporting and ticketing tools and ensure proper pass down of any outstanding issues. Provide incident notification to Government representatives.

SMIT NMCI capabilities team properly follow NOC processes, procedures, work instructions and knowledge articles. The candidate will also ensure all capabilities with the SMIT NMCI enterprise are operated 24x7x365, including providing on site-leadership and meeting support with COMPACFLT, INDOPACOM, and NCTAMS PAC customers at Pearl Harbor, HI and the surrounding area.

Primary Responsibilities

• Provide on-site Current Operations leadership support to the SMIT NMCI Network Operations West location in Pearl Harbor, HI and collaborating closely with the other EOMs, NOC Lead in Meridian ID and PRLH NetOps Site Lead.
• Responsible to recommend situational awareness improvements and modernization of the SMIT NMCI Norfolk NOC, Meridian NOC with emphasis on achieving Network Operations Service Level Requirements (SLRs).
• Lead and manage IT capabilities teams across the SMIT NMCI Network Operations (NetOps) area of responsibility, including leadership and oversight to ~10-20 personnel.
• Responsible to communicate and coordinate across Network Operations Center (NOC), Current Operations (CO), Command Center (CC) and Battle Watch (BW) Liaison in NIPRNet and SIPRNet environments in Norfolk VA; Suffolk VA; Meridian ID and Pearl Harbor HI.
• Provide leadership and support to Critical Situation Managers (CSMs), Watch Officers (WOs), Command Center Watch Technicians (CCWTs), Government Directed Actions (GDAs), Tier 2 Information Technology (IT) Subject Matter Experts (SMEs) and Battle Watch Liaisons.
• Maintain SMIT NMCI Enterprise situational awareness by attending the Battle Watch Daily Touchpoint, the NMCI Daily Operations Brief and the NMCI Daily Operations call aligned to the NOC West time zone(s).
• Provide active participation and expertise supporting the NNWC N3 Ops Sync, the NNWC N6 Service Operations bi-weekly meeting, NNWC SECDEVOPS, NNWC RAP meetings and other COMPACLT, USINDOPACOM, and NCTAMS PAC customer meetings as applicable.
• Develop, review and maintain policies, procedures, work instructions and knowledge articles to ensure compliance with customer requirements and Industry, Leidos, Navy and DoD best practices.
• Support other Enterprise Operations activities as assigned to ensure overall operations success.

Basic Qualifications

• Bachelor of Science Degree in Computer Science or IT Disciplines and 8-12 years of prior relevant experience or Master of Science Degree with 6-10 years of prior relevant experience
• Must have experience in large DoD Enterprise Operations (EO) capabilities; must have experience leading ~5 IT professionals across multiple EO locations in a large and diverse geographical area.
• Must be able to work independently to assess and assign simple to highly complex actions.
• Ability to assess and assign Information Technology (IT) tasks to the various IT capabilities teams, including effectively communicating between the Government and Leidos Teams.
• Understanding of key ITIL processes with emphasis in Incident, Problem and Change Management with understanding of Request Fulfillment, Configuration and Release and Deployment Management
• Strong written and verbal communication skills to collaborate with customer representatives, domain experts, and other stakeholders.
• Ability to work well with people from many different disciplines with varying degrees of experience.
• Understanding of Managed Services contracts in Government Owned Contractor Operated (GOCO) and Contractor Supported (GOGO-CS) environments.
• Must be a U.S. Citizen with a Secret clearance. Able to meet IAT requirements.
• Able to work difficult troubleshooting problems, sometimes up to 24 hours at a time.
• Occasional Travel will be required.

Optional Qualifications

• Understanding of Defense Information Systems Agency (DISA) IT Support capabilities
• Extensive knowledge in Information Technology, Communications Systems, Network Transport Infrastructure, Network Operations Center, and Service Desk Management.
• Experience with Navy Process Reference Model (NPRM)
• Experience with Navy and USMC Enterprise ITSM Framework processes
• ITIL 4 Foundation certification(s)

Impact:

• Works to achieve day-to-day objectives with significant impact on the operations teams.
• Works independently on larger, moderately complex projects/operational tasks as assigned.
• May assist other technical staff with high visibility and challenging tasks and assignments.
• Aid in the completion of complex and time-sensitive operational issues and projects as directed.

Complexity:

• Addresses complex technical issues/problems using internal best practice, collaboration with colleagues and leveraging experience using industry tactics and techniques.
• Responds to senior level customer and internal queries in a timely and accurate way, via phone, email, chat or direct one-on-one conversations.

Communication:

• Communicates with colleagues across multiple technology areas (government customers, technology leaders, project managers, other technical resources, etc.).
• Explains complex processes, practices, and procedures to others within the organization.

Leadership & Talent Management:

• Ability to obtain clarification from Government leaders and customers and provide the clarification to the various Leidos capabilities teams to ensure specific tasks can be accomplished on time.
• Able to engage with and lead a technical and operationally diverse staff across a 24x7x365 complex Information Technology Enterprise

Knowledge:

• Requires working knowledge of and ability to apply standards, principles, theories, concepts, and techniques of technical operations domain.
• Requires knowledge across geographically diverse operations centers with emphasis on operations and cybersecurity domains in both unclassified and classified environments.

NGEN

For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.

The Leidos pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.