Critical Situation Manager (Shift 1)

Company: Leidos
Location: Norfolk
Posted on: July 18, 2021

Job Description:

Description

Job Description:

Leidos is seeking a Critical Situation Manager (CSM) to support efforts for the NMCI/SMIT program to perform network engineering support for a broad range of programs including planning, designing, and evaluating various components of the Navy’s NMCI network. Under the Service Management, Integration, and Transport portion of the SMIT 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.

Responsible for Managing critical situations that are impacting the enterprise. Responsible for taking the initiative to drive resolution for critical issues under the purview the 24/7 Watch. The CSM is charged with managing technical bridges, maintaining a high awareness of issues as they develop, escalating to leadership as needed, provide coverage on the 24/7 in the event the EOM is unavailable, and other related duties as required. The CSM also provides mentorship to junior members, and helps ensure team compliance with administrative tasks and policies, and other tasks as assigned. Provides feedback to EOM and upper leadership on new monitoring policies needed for Infrastructure or network to aid in ITSM processes. Also provides feedback to Tier 2/3 support on Standard Operating procedures requiring updates and/or creation.

Primary Responsibilities

• Be part of a team of high-quality employees, managing, mentoring, educating, and motivating them.

• Delegate tasks to the team when needed, showing confidence in their abilities and allowing people to grow.

• Build relationships with other internal teams and customers.

• Works independently and provides oversight to process and procedures.

• Work with other CSMs and their teams to ensure a smooth transition from one watch to the next.

• Multitask constantly--handling numerous interruptions and situations, communicating, delegating, double-checking, reacting swiftly to possible outage scenarios, and making decisions and reviewing them later to realize continual improvement.

• Manage the actions of three Network Operations Centers (NOCs), located across the United States.

• Manage communication to customers and internal executives about incidents and outages as they occur, along with periodic follow-up reports and notifications of resolution.

• Manage security-related events, network vulnerabilities, suspicious activities, malicious attacks, and anti-virus alerts.

• Schedule and conduct meetings prior to, and during, emergencies and disasters. The scope of this activity covers employee accountability and safety as well as IT services and failovers from one NOC or server farm to another.

• Ensure thorough documentation of incidents and outages so the Problem Management team can effectively research root cause to eliminate reoccurrence.

• Be familiar with Tools and applications implemented on the network to aid in incident resolution.

• Be familiar with SLA/SLR’s to aid the team in accomplishing the objective.

• Be familiar with the approved projects implementation of ITIL processes. Directly execute the Event Management, Incident Management, and Continuous Improvement processes.

• Manage IT services to meet requirements within specified cost constraints by developing standards and recommending efficiency improvements.

• Create and distribute daily reports that describe performance and areas for improvement.

• Interact with user based operations personnel to facilitate good communication, understanding of customer perceptions, and proposing recommendations.

Basic Qualifications

• BS degree (or equivalent) in Cybersecurity, Information Security, IT, EE, Network Engineering, Computer Science, or related field.

• 2-4 years of prior relevant experience or Masters with less than 2 years of prior relevant experience.

• Additional years of experience may be substituted in lieu of a degree

• Knowledgeable on tools used in an Enterprise organization that aids in Event Management; Incident Management and performance Management

• Worked in a DOD environment and understands customer communication

• 8570 Compliant meeting the IAT level certification requirements

• Familiarity with ITIL best practices (ITIL Foundations)

• Experience in a data center environment

• Performs well under pressure and ability to calm end users

• Hands-on Experience in working with DoD networks, including NIPR and SIPR

• Willing to perform shift work

  • 6 AM – 6 PM ET

    • Shift 1: Sun - Tues and every other Wed

Preferred Qualifications

• Prior military experience a plus; USMC or USN IT experience preferred

• Experience working with networking technologies and data centers

• Exceptional communication abilities, both verbal and written, including long-form business writing on complex topics

• An entrepreneurial spirit with the ability to drive innovation independently; have a passion to improve at every opportunity

• Ability to define program goals and roadmaps based on customer needs and strategic direction, and ensure that committed projects are delivered on schedule by the relevant team members

• Ability to work in a matrix organization with other teams to resolve issues and communicate status effectively to peers, subordinates and program leadership

• Motivated self-starter with strong written and verbal communication skills, and the ability to create complex technical reports on analytic findings

External Referral Bonus:

External Referral Bonus $:

Potential for Telework:

Clearance Level Required:

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Keywords: Leidos, Norfolk , Critical Situation Manager (Shift 1), Other , Norfolk, Virginia