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
