NOSC Tier 1 Technical Team Lead

Want to work for a fun, fast-paced company that wants to make a difference in this crazy world?

Sev1Tech is seeking an experienced Network Operations and Security Center (NOSC) Tier 1 Technical Lead to work at the government site. Work will be executed in the National Capital Region (Washington D.C.), in Stennis, MS; Chandler, AZ; and other locations in the U.S and occasionally OCONUS

In this role, the Tier 1 Technical Team Lead will play a leading role on a large, mission-enabling nation-wide team providing network infrastructure, platform, system, application, and cybersecurity services for a federal customer.  The contract will encompass a wide range of tasks including but not limited to: PMO functions; Monitoring and Analysis as well as Incident Response functions that include cybersecurity; Network Infrastructure Tier 3; and Field Engineering Technical Services. 

We’re looking for a Tier 1 Technical Lead to provide daily management and oversight to a team of technicians providing support for a 24x7x365 Network Operations Security Center (NOSC).  The team will maintain constant monitoring of network, security, system, and cloud resources to detect and respond to alerts; detect outages and service degradation events; and initiate response to detected events and to reported events. Tier 1 pursues network, security, system, and cloud incident responses and closes incidents that can be resolved, escalating incidents that cannot be resolved within that time window to Tier 2.

Responsibilities include though not limited to:

• Provide direction, guidance, and oversight for NOSC Tier 1 support services that include Monitoring; Analysis; Technical troubleshooting and problem-solving; Triage and Escalation to Tier 2 staff as needed; Tracking; Reporting; and Closing service requests
• Ensure first-line investigation and diagnosis of all incidents, logging all details
• Manage technical services and support at the Tier I level, including WAN and LAN connectivity, routers, firewalls, and other network devices and tools; and support for remote access platforms such as VPN, Terminal Services, and Citrix
• Assign unresolved incidents to higher Tier support or internet service providers to coordinate restoration of service and obtain the necessary information for recording and tracking the outage or degradation of service
• Inform customers of their incident’s status at agreed intervals and continuously update incidents as needed
• Notify Govt Leads and other stakeholders of high impact/priority failures using the appropriate escalation procedures
• Supervise all Tier I contract personnel engaged in the operation and support of users
• Provide senior level technical direction and engineering knowledge for all Tier I customer support activities
• Provide, maintain, and over time enhance Tier 1 processes and SOPs
• Ensure timely, high-quality Tier 1 work products including but not limited to:
  • Retrievable Customized On-Line Reports
  • Incident Tracking Workflow and Reporting
  • Incident Investigation and Case Analysis
  • External Entities Points of Contact List
  • M&A Comprehensive Reports on Findings and Recommendations
  • Daily Status Reports
  • Post Incident Analysis Report
  • Security Event Notifications
  • NOSC SOPs
  • NOSC Operational Daily Status Report and Conference Call
  • NOSC Operational Weekly Activity Report
  • NOSC Operational Ad Hoc Reports
• Ensure 24x7x365 staffing as well as surge needs
• Mentor Tier 1 staff
• Apprise senior program managers of progress and risks

• Bachelor's degree in Computer Science, Information Technology, Cyber Security or equivalent education required

• 5+ years of IT technical experience in WAN routing and switching in a large, geographically dispersed enterprise environment
• Minimum of 4 years of supervisory experience including direct supervision of employees
• Experience supporting IT operations for ITIL®- aligned (or equivalent) service desk operations
• Minimum 5 years of incident management work in an enterprise IT operations environment

• Clearance Requirement: Public Trust clearance or higher; Public Trust clearance with Dept of Homeland Security (DHS) or Customs & Border Protection preferred

• CCNA certification; Network Plus certification; Security+ CE certification; and ITIL certification
• DHS experience 

Founded in 2010, Sev1Tech provides IT, engineering, and program management solutions delivery. Sev1Tech focuses on providing program and IT support services to critical missions across Federal and Commercial Clients. Our Mission is to Build better companies. Enable better government. Protect our nation. Build better humans across the country.

Join the Sev1Tech family where you can achieve great accomplishments while fostering a satisfying and rewarding career progression. Please apply directly through the website at: https://www.sev1tech.com/careers/current-openings/#/ #joinSev1tech

For any additional questions or to submit any referrals, please contact: michelle.sexton@sev1tech.com

Sev1Tech is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.