GNOC Operations Manager

Peraton is seeking a GNOC Operations Manager. The Global Network Operations Center (GNOC) Operations Manager is responsible for the management and control of a diverse team. The team provides 24x7 mission essential services to ensure infrastructure availability in support of MHS healthcare operations globally. The GNOC Operations Manager has direct operational responsibilities for the management and sustainment of several practices. Those practices are Major Incident Management, Problem Management, Enterprise Monitoring, and the GNOC Communications Cell.

The GNOC Operations Manager actively engages in other functional areas of the GNOC, Global Service Center (GSC), and broader EITSI team to leverage resources as necessary to accomplish standard tasks. These tasks include and not limited to adding service catalog items, managing foundation data quality, accessing data for analytics review, and building reports to help better manage the processing of information between service providers, stakeholders, and Infrastructure & Operations (IOD) support teams.

The GNOC Operations Manager ensures the application of various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare using Government provided ITSM support tools (currently ServiceNow), Splunk, knowledge bases, and ITIL based processes,. The GNOC Operations will expertly oversee monitoring and tracking of service interruptions to provide status to a diverse group of service and solution owners, helping to facilitate service restoration, contacting service owners, documenting troubleshooting steps and root causes as identified, creating downtime notifications, and interfacing with the GNOC Government Watch Officers.

Responsibilities:
• Aligning GNOC communications to provide information to our key enterprise leaders and stakeholders.
• Creating and managing delivery against a Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
• Provide primary coordination interface to GNOB Leadership to include developing presentations, provide subject matter expertise on ITSM practices and presenting in various forums.
• Work across operational silos to drive consistent tracking of major service interruptions
• Coordinate with ALL IOD support teams (GSC, Major Incident Management, Problem Management, Enterprise Management, NSOC, etc.)
• Responsible for the coordination of ALL DHA Deployment initiatives to understand requirements and expectations on IOD services (e.g. MHS GENESIS Go-Live events, O365 Deployment) to understand operational requirements and GNOC support
• Interface with DHA Leadership as necessary to communicate service interruption status and improve communication with external DHA stakeholders (IOWG, VA, CG, DISA, DHMS, etc.)
• Lead the GNOC Operations team daily tasks and continual improvement initiatives
• Provide support to the EITSI Program Manager, Chief Operations Manager and GSC Senior Manager as needed
• Provide leadership and administrative support for team members to include but not limited to employee evaluations, development plans, training programs, timecards, expense reports, scheduling, and monthly reports.
• Manage contract deliverables within EITSI related to the GNOC contract support and ensure their timely and accurate production.
• Facilitate the communications process for all major service interruptions ensuring comprehensive and proactive communications strategies to appropriately inform leadership.
• Promote and educate DHA IT resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting.

Required Qualifications: 

• 10 years’ experience,
• Experience as Lead, Supervisor or Manager.
• Proven experience leading IT service delivery support teams, developing various data analytics and operational performance reports.
• Able to obtain ADP II Public Trust
• Must be US Citizen
• ITIL4 Foundations Certified required.
• Proven experience with ServiceNow mandatory or other ITSM ticketing systems
• Must be able to work in a fast paced & stressful environment.
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• Familiar with IT and Service Desk support methodology alignment with Industry Standards.
• Ability to deliver executive presentations, executive summaries and after action reports.
• Excellent interpersonal skills, written skills and the ability to interface with internal and external customers, vendors and management.
• Knowledge of and ability to apply ITIL4 practices.
• Experience with ITSM solutions
• Proven problem coordination and previous knowledge conducting root cause analysis with effective root cause determination skills

Desired Qualifications: 

• PMP preferred