Supervisor, Technical Support

Peraton is seeking a Communications Cell Team Lead. The Global Network Operations Center (GNOC) Communications Cell Team Lead is responsible for the management and control of a team that will be readily accessible to DHA Leadership and will serve as a primary contact point for questions, requests, and reporting on active service interruptions that are impacting the delivery of healthcare globally.  

The GNOC Comm Cell team focuses on the flow of information to executive leadership, providing notifications, executive dashboards, reporting, and EXSUM/AAR Reports (on request).   They are responsible for the quality review of all Severity 1 Critical service interruptions making continual improvement recommendations and working actively with the GNO-B Major Incident Management (MIM), Problem Management, and Enterprise Monitoring teams to improve the capture documentation and flow of information.    The GNOC Ops Cell monitors a group Email box that are made available to DHA Leadership at both the enterprise and MTF site levels, providing a rapid response to questions about active service interruptions or other requests.   Leveraging ServiceNow, Splunk, and other tools the team designs, builds, and manages Executive level dashboards and key metrics and reports that provide decision support capabilities for the enterprise key leadership.   The GNOC Ops Cell actively collaborates with other areas of the GNOC and Global Service Center (GSC) to leverage resources as necessary to accomplish standard tasks such as 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 support teams.   The Comm Cell Lead will support the GNOC Operations Manager in management of personnel across the teams and act as management support for the GNOC. The Comm Cell Lead will assist in identifying and driving customer requirements and initiatives across GNOC teams and in the enterprise as a whole.

Using Government provided ITSM support tools (currently ServiceNow), knowledge bases, and ITIL based processes, the Comm Cell Team Lead ensures the application of various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare.  The Comm Cell Team Lead will expertly monitor and track 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:

• Accountable for the Communications Cell operations and aligning GNOC communications to provide information to our key enterprise leaders and stakeholders.
• Responsible for creating and managing delivery against a Continual Service Improvement Plan for the Global Network Operations Branch (GNOB).
• Provide primary coordination interface to GNOB Leadership
• Work across operational silos to drive consistent tracking of major service interruptions
• Coordinate with other I&O support teams (GSC, Major Incident Management, Problem Management, Enterprise Management, NSOC, etc)
• Coordinate with DHA Deployment initiatives to understand requirements and expectations on I&O services (eg MHS GENESIS Go-Live events, O365 Deployment)
• Interface with DHA Leadership as necessary to communicate service interruption status
• Interface with external DHA stakeholders (VA, CG, DISA, DHMS, etc) to improve communication
• Lead the GNOC Ops Cell team daily tasks and continual improvement initiatives
• Provide support to the GNOC Operations 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 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.
• Administratively handle direct reports in personnel management tools.
• Operationally support tasking and completion of tasking across GNOC teams.
• Provide customer requirements, including reports and briefings, in the absence of the GNOC Operations Manager.

Required Qualifications: 

• 6 years of experience, may have lead experience
• Be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission
• Have or able to obtain a successful ADP II Public Trust or Secret Investigation adjudication
• Must be U.S citizen
• Must be able to work in a fast pace & stressful environment.
• Familiar with Service Desk support methodology.
• Experience leading service delivery support teams
• Experience developing various data analytics and operational performance reports.
• Experience creating and delivering executive summary and after action reports.
• Experience training various groups at various levels of the organization.
• Excellent interpersonal skills and the ability to interface with internal and external customers, vendors and management.
• Experience managing personnel issues, concerns, and administratively.
• Excellent verbal and written skills
• Proven experience with ServiceNow ITSM
• Knowledge of ITILv4 processes and experience with the ITSM solution
• Proven problem coordination and root cause determination skills