Network Operations Center, Supervisor

Company: Criterion Systems, Inc.
Location: North Las Vegas
Posted on: June 25, 2022

Job Description:

Overview:
At Criterion Systems, we developed a different kind of business-a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. By accepting a position with Criterion Systems, you will join a group of professionals with a collaborative mindset where we share ideas and foster professional development to accomplish our goals. In addition to our great culture, we also offer competitive compensation and benefit packages, company-sponsored team building events, and advancement opportunities. To find out more about how Criterion can help you take your career to the next level please visit our website: www.criterion-sys.com. -Criterion Systems is seeking a Network Operations Center Supervisor to support a government customer in Las Vegas, Nevada. -The candidate will be part of the Cybersecurity Engineering team working in an operational environment. The position requires the ability to lead a team of dedicated, technical professionals and manage customer driven technical projects in an operational capacity. - Communication with customers/stakeholders via email and phone regarding service outages and support requests is required. The candidate will also support enterprise IT operations and call center teams by monitoring network hardware and applications, and execute engineering tasks to resolve issues. Applicant must be a positive, flexible, self-starter requiring minimal supervision, and able to excel in a fast-paced environment. Communication skills are critical with the ability to verbalize and provide documentation to both technical and non-technical audiences. Applicants must be detail-oriented and have the ability to multi-task effectively. - This position may require shift work based on 24x7x365 operations.

Responsibilities:
Reports to Network Operations/Engineering Manager and Deputy Network Operations ManagerSupervise the activities and performance of personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with IT systems and services. Draft and deliver annual performance evaluations for team of NOC Analysts; deliver improvement plans when necessary.Oversee the development, implementation, and administration of NOC staff training procedures and policies.Provides strategic management and objectives for the NOC team.Approve, reject, edit bi-weekly timesheets of team of NOC AnalystsApprove, reject, facilitate Personal Time Off (PTO) and work schedules/shifts for NOC AnalystsTracking and documenting daily work tasks and issues, and communicating them with the rest of the teamEnsure that all phases of support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.Create and manage escalation procedures and ensures service levels are maintained.Document, track, and monitor problems to ensure resolution in a timely manner.Assess need for any system reconfigurations (minor or significant) based on request and maintenance trends, and make recommendations.Oversee development and dissemination of Standard Operational Procedures (SOP), help sheets, usage guides, and FAQ lists for end users.Support the current reporting of enterprise metrics for network and cybersecurity operations.Maintain enterprise customer point of contact information.Provide initial remote troubleshooting, analysis, and triage of reported events.Act as both an external and internal-facing point of contact to facilitate handling of problem reports and escalate technical issues and communicate network statusSupport software and hardware issues and ensure stable system performance.Support maintenance and monitoring of the system/server infrastructure to include patching, system upgrade, backup, and configuration.Conduct problem management process (root cause analysis) attempt to determine the real or underlying cause of an incident in order to prevent future recurrences.Tracking and documenting daily work tasks and issues and communicating them with the rest of the team.Receive and document subscriber site cybersecurity incident reports, and communicate to appropriate parties.Assist in account management for internal users and external subscriber organizations.Perform certification and professional development training to remain current on technologies and to improve skill sets and efficiency.Update management on operational and staffing issues.

Qualifications:
Must be DoE "Q" or DoD "TS" cleared.US Citizenship (dual citizenship not permitted)Bachelor's degree or four years of work experience to be used in lieu of a degreePartner with staff to develop and implement career/skills enrichment strategies.Ability to plan training roadmaps for analysts.Minimum 5 years of operational and maintenance experience in IT.Minimum 7 years in a leadership role.Experience in fast pace, dynamic environment.Enterprise experience.Experience with ticketing software such as Remedy or ServiceNow or similar.Detail oriented, self starter.Excellent verbal and written communication skills.Criterion Systems, Inc. is committed to equal employment opportunity and non-discrimination at all levels of our organization. We believe in treating all applicants and employees fairly and make employment decisions without regard to any individual's protected status: race, ethnicity, color, national origin, ancestry, religion, creed, sex/gender, gender identity/gender expression, sexual orientation, physical and mental disability, marital/parental status, pregnancy (including childbirth, lactation, and related medical conditions), age, genetic information (including characteristics and testing), military and veteran status, or any other characteristic protected by law. -For our complete EEO/AA and Pay Transparency statement, please visit -https://careers-criterion-sys.icims.com/.

Keywords: Criterion Systems, Inc., North Las Vegas , Network Operations Center, Supervisor, Other , North Las Vegas, Nevada