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Dedicated Service Manager

Job Type: Direct Hire

Job ID: 11006

Dedicated Service Manager, Woodlawn, MD

Our client is seeking a Dedicated Service Manager with prior SSA experience for a direct hire opportunity in Woodlawn, MD.  

 

Job Description

Dedicated Service Manager for the Network Operations Center (NOC) is a key position with responsibilities for day- to-day operations of the Network Operations Center (NOC). This oversight includes but is not limited to Personnel, Incident, Change, Service Level, and Problem Management. The DSM will be required to request, direct and escalate internally with engineers and technicians in the resolution of issues or problems, as they are encountered. Additionally, the DSM must be comfortable escalating with the customer and parallel contractors. Responsible for weekly and monthly performance reporting and SLA compliance. On call, to provide 24X7 X365 support for escalations, as required.

Responsibilities

Oversees all required resources such as engineering, manpower, production, computer time, facilities and the like are available for the program.      Manage day-to-day activity of NOC employees to ensure proper service delivery in the critical business areas of Incident, Change, Service Level, and Problem Management. Coaches and mentors all subordinates on the execution of processes and procedures. Provides oversight and communication of all outage recovery efforts. Manages personnel to ensure trouble tickets are accurate, provide reports, and ensure proper escalation occurs. Acts as an escalation point for critical recovery decisions. Provides oversight for the execution of all change activities. Approves all operational and emergency changes. Authorizes deviations from standard processes and procedures to mitigate issues. Performs proper reporting and classification of incident and change tickets. Analyzes performance and recovery time as it pertains to Incident Management. Accounts for all Service Level Agreements and Key Performance Indicators associated with service availability, performance, and response. Validates proper documentation is available in the ticking systems for compliancy purposes. Engages and escalates to necessary personnel to address chronic issues identified by the Problem Management team. Validates continued progression to problem resolution occurs. Acts as the primary interface to the NOC customers and maintains a strong communication bridge between the customer and other contractors.

Will be located on customer site from 7AM to 4PM Eastern Time on Government business days and will be on call all other hours and days.

Directs engineers and technicians in the resolution of issues or problems as they are encountered.

Requirements

  • Requires prior experience supporting the Social Security Administration (SSA) with a strong operational background.
  • Must be a strong customer advocate, and ready to respond when needed.
  • Experience with LAN/WAN/BAN/MAN Network, MPLS Networks, Trouble Ticketing Reporting tools (Remedy).
  • Have extensive NOC support experience.
  • IT management and project management experience.
  • Microsoft Office, Microsoft Visio, Microsoft Project, PowerPoint, Windows 2000, and Microsoft Excel experience.
  • Understanding of Red Hat, Unix, HP-UX, Sun, Solaris, LAN/WAN, T-1, SNMP, Cisco Works, Tivoli Net View, Cisco Routers and switches.
  • Solid oral and written communication skills.
  • Problem solver.
  • Performs all functional tasks independently.
  • Oversees the efforts of less senior staff and/or be responsible for all staff assigned to a specific job.
  • Ability to travel as required.
  • Bachelor’s Degree or equivalent work experience.

Desired

  • PMP and ITIL certifications

Please Note

  • Only those individuals selected for an interview will be contacted.
  • No calls, inquiries, or Third Party Vendors please.
  • We are an equal opportunity employer (Unable to sponsor H1B Visas).

Since 1988, The ACI Group, a Baltimore-based IT staffing firm, has been committed to hiring the industry’s leading professionals, and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.



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