The Deputy Service Delivery Manager leads a team of data O&M (Operations & Maintenance) engineers who support data LAN/WAN services, with a particular focus on project engineering initiatives (Telecommunications Service Requests TSRs) as well as day-to-day O&M of the network. Engineering support includes planned service interruptions, planned equipment installations, and
infrastructure support for data services. Knowledge and plans O&M activities, system upgrades/enhancements, as well as ongoing projects and day-to-day moves, adds, changes (MACs) working closely with the TWD Service Delivery Manager, Project Management Office, and other TWD Team Leads. Willing to have Hands-on Diagnoses, troubleshoot, and resolve hardware and/or other network problems, and replace defective components associated with both data and voice infrastructures as necessary when needed.
Essential Functions /Position Responsibilities:
• Manages the TWD NOC, Network / Telcom Engineers and reports to the Service Delivery Manager.
• Leads Risk Management support
• Coaches and mentors, the team in industry best practices in information technology service delivery and the appropriate behaviors associated with building a high performing team.
• Promotes a collaborative team environment that fosters creativity, innovation, and high performance.
• Responsible for meeting established Performance Based Metrics, Operational Metrics, and customer satisfaction objectives.
• Monitors team performance in near real-time, performs empirical analysis of data and adjusts resources to dynamically meet demands.
• Works with Service Delivery Manager to identify training opportunities, policy and procedure development or enhancements, operations monitoring and controls and continuous process improvement, and sets appropriate goals for the staff and monitors
progress against the plan.
• Some local commuting within DMV may be needed
• Description of Team O&M Duties
• Takes ownership of major incidents to closure facilitating optimal system availability. Escalates and communicates as appropriate with internal and customer stakeholders and coordinates with other support organizations across the enterprise.
• Monitors daily activities of the production environment, including leading and participating in daily standups, to ensure timely and effective reporting, tracking, follow-up, and communications.
• Promptly responds to escalated tickets and/or issues, analyzes reported problems and performs thorough and accurate troubleshooting steps to promptly resolve issues.
• Responsible for identifying, coordinating, and implementing initiatives, projects and activities that create efficiencies and optimize technical processing. Evaluates risks and solutions before action to ensure plans are timely, realistic, and positive.
• Leads problem management process providing inputs to root cause analyses and suggests workarounds and/or solutions for recurring issues.
• Develop and maintain relationships with other support organizations including development and implementation teams.
• Accountable for change and configuration management for all voice and data assets.
• Hands-on Diagnoses, troubleshoots, resolve hardware and/or other network problems, and replace defective components associated with both data and voice infrastructures as necessary when needed.
• Conduct Route Cause Analysis (RCA) and After-action Review (AAR) following unplanned outages.
• Supports Move, Add, and Change requests for the data network to include day-to-day requests/orders and Projects.
• Provides network performance statistics and reports and recommends technical enhancements to the network.
• Interfaces with other IRM Support Teams on system/network infrastructure problems and advises management on technical improvements and/or solutions to identified problems and/or gaps.
• Identifies and recommends solutions, products, and services to support the enterprise's accomplishments of business goals or technical needs.
• Researches, evaluates, and stays current on emerging tools, techniques, and technologies.
• Contributes to systems infrastructure plans based on an understanding of the customer's organizational direction, technical context, and business needs.
• Contributes to the creation of new policies and procedures for Standard Operating Procedures (SOPs).
Competencies
• Must be willing and able to learn and retain information
• Must be able to work independently and in team environments
• Able to read design drawings and other project documents
• Good oral and written communication skills
May be requested and required to participate in Proposal Support functions due to expertise
Supervisory Responsibility
Yes required for this position
Work Environment
This job operatesin a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
Physical Demands
The preponderance of the work is performed in an office-type setting, with adequate lighting, heating/cooling, ventilation, and protection from the elements.
Position Type/Expected Hours of Work
This is a full-time position. Typical days and hours of work are Monday through Friday, 7:00a.m. to 4p.m. Evening and weekend hours required, as required by business need.
Travel
Travel is primarily local during the business day, although about 10% out of the area travel and overnight may be expected.
Experience
Must possess 3-5years of scheduling management
Education
• Bachelor’s Degree in business, technology, or management discipline and 7 years or more of related experience, or 10 years of related experience in lieu of degree
• Military electronic specialization schools, or trade school certification will also be considered.
Additional Eligibility Qualifications
• 5 years or more of core routing and switching experience
• 3-5 years of engineering team management experience
• Cisco CCNA and/or CCNP Certifications or equivalent Required
• Strong LAN/WAN/MAN design and migration experience with a focus on WAN services (Point-to-Point, DMVPN, METRO ETHERNET, VPLS, TLS, and MPLS)
• Strong routing, switching, troubleshooting, LAN/WAN protocols (Layer 2, RSTP, VLANS, Layer3, TCPIP, VLSM, BGP, OSPF, MacSec, DMVPN, IPSEC, etc.)
• Skills troubleshooting access-lists, IPv4 and IPv6 issues across varying routing protocols such as OSPF, BGP, EIGRP and Static Routing
• Works extensively with Cisco solutions and products
• Familiarity and working knowledge of telecommunication circuit types (e.g., P2P T1/T3, IP Ethernet)
• Understand and have the ability to implement Cisco router, switch, and ASA products
• Strong interpersonal, written, and oral skills. From time to time, candidate may be asked to present project/incident status to customer
• Ability to conduct research on networking products with various vendors to accommodate changing customer requirements
• Ability to work in a team-oriented collaborative environment while being highly motivated to take the lead on projects
• The ideal candidate will have a strong sense of commitment to perform on-call support functions as scheduled, providing timely responses to required system support after normal business hours
and on weekends. Additionally, the candidate should have an eye for detail, ability to multi-task, organize priorities, and work in a systematic style following Standard Operating Procedures (SOPs) and guides.
Drug Free Workplace
All Native Group is a Drug Free Workplace. It is our policy that all new hires must successfully complete a pre-employment drug screen as a condition of employment. In addition, all employees are subject to random drug screens throughout the term of their employment with All Native Group.
Security Clearance
Must be a U.S. citizen. Must possess or be able to obtain/maintain a SECRET and up to an Top SECRET security clearance
AAP/EEO Statement
All Native Group is an equal opportunity employer. All applicants are considered without regard to age, sex, race, national origin, religion, marital status or physical disability. However, preference may be extended to persons of Indian descent in accordance with applicable laws.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
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