Federal Network Support Shift Supervisor - Swing

ASM Research

About The Position

Supervises and coordinates activities of a team of Federal Network Support Engineers to provide technical infrastructure and software services support for the Azure Core Networking team within Government Cloud environments. As well as perform duties of an intermediate Federal Network Support Engineer. This role bridges Tier 1 operational support with Tier 2 specialized technical expertise, supporting 24x7 operations (shift work) for critical networking infrastructure across secure federal facilities including PhysNet, FPN, ExpressRoute, VPN, and advanced network services. Key Responsibilities Advanced Operational Support Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating. Gather, analyze, and share performance metrics on team members Lead triage and mitigation of moderate complexity Livesite incidents, customer-reported incidents, and deployment incidents Perform optical SPAN monitoring and mitigations for network performance optimization Support WAN incidents and coordinate resolution activities Execute end-to-end deployment of Microsoft ExpressRoute devices for specific sites, including onboarding to GWM Validate and troubleshoot buildout configurations before production deployment Support PulseVPN and Webportal implementations for Fairfax environments Coordinate HWProxy and Scripting Framework work supports for AZN Systems Technical Problem-Solving Conduct root cause analysis on recurring incidents and develop preventive measures Issue Letters of Authorization (LOAs) and perform operational readiness tests with Microsoft partners Support Decom activities including networking decom for federal cloud environments Provide technical guidance to Tier 1 engineers during complex incidents Contribute advanced troubleshooting guides and technical documentation to knowledge base Collaboration & Escalation Management Serve as primary escalation point for Tier 1 support teams Coordinate with Microsoft partners (ATT, BT, Verizon, Equinix, etc.) on capacity planning and onboarding Manage end-to-end contract sign-off process for new Microsoft Partners Escalate highly complex or specialized issues to Tier 2 with comprehensive documentation Participate in post-incident reviews and contribute to continuous improvement initiatives Other Job Responsibilities and Duties Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency. Provides recommendations on short term systems projects/plans. Prepares operational forecasts and requirements for data processing, systems development, and communications. Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team. Monitors and supports the complex information technology and systems infrastructures. Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools. Troubleshoots and resolves unique or complex problems in an efficient manner. Performs root cause analysis and diagnostics on the more unique or complex production systems.

Requirements

Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.
1-2 years of experience managing IT staff.
4+ years of experience in network operations or technical support
Active Secret level clearance
Able to obtain CJIS background check
CompTIA Network+
CompTIA Security+
Azure AZ-900
Understanding of enterprise networking concepts including routing protocols (BGP, OSPF), MPLS, VPN technologies
Working knowledge of Microsoft Azure networking services (ExpressRoute, VPN Gateway, Virtual WAN)
Experience with network monitoring tools and SPAN/packet capture analysis
Experience with ticketing systems and incident management processes
Strong troubleshooting and problem-solving abilities
Excellent written and verbal communication skills
Ability to work independently in a 24x7 operational environment
Strong attention to detail and commitment to documentation standards
Customer service orientation with ability to manage multiple priorities
Must have strong communication skills and be able to effectively communicate technical issues.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
Ability to get team members to work together to accomplish tasks.
Stays up to date technically and applies new knowledge to job.
Ability to think long-term and establish achievable action plans.
Actively looks for ways to help people in the most efficient manner.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands the implications of new information for both current and future problem-solving and decision-making.

Nice To Haves

Microsoft Azure certifications (Azure Network Engineer Associate or equivalent)
Experience with federal government cloud environments
Cisco CCNP or equivalent networking certification
Prior experience in managed service provider (MSP) or cloud operations environment
Familiarity with network automation concepts and scripting (PowerShell, Python) preferred

Responsibilities

Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.
Gather, analyze, and share performance metrics on team members
Lead triage and mitigation of moderate complexity Livesite incidents, customer-reported incidents, and deployment incidents
Perform optical SPAN monitoring and mitigations for network performance optimization
Support WAN incidents and coordinate resolution activities
Execute end-to-end deployment of Microsoft ExpressRoute devices for specific sites, including onboarding to GWM
Validate and troubleshoot buildout configurations before production deployment
Support PulseVPN and Webportal implementations for Fairfax environments
Coordinate HWProxy and Scripting Framework work supports for AZN Systems
Conduct root cause analysis on recurring incidents and develop preventive measures
Issue Letters of Authorization (LOAs) and perform operational readiness tests with Microsoft partners
Support Decom activities including networking decom for federal cloud environments
Provide technical guidance to Tier 1 engineers during complex incidents
Contribute advanced troubleshooting guides and technical documentation to knowledge base
Serve as primary escalation point for Tier 1 support teams
Coordinate with Microsoft partners (ATT, BT, Verizon, Equinix, etc.) on capacity planning and onboarding
Manage end-to-end contract sign-off process for new Microsoft Partners
Escalate highly complex or specialized issues to Tier 2 with comprehensive documentation
Participate in post-incident reviews and contribute to continuous improvement initiatives
Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
Provides recommendations on short term systems projects/plans.
Prepares operational forecasts and requirements for data processing, systems development, and communications.
Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
Monitors and supports the complex information technology and systems infrastructures.
Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.
Troubleshoots and resolves unique or complex problems in an efficient manner.
Performs root cause analysis and diagnostics on the more unique or complex production systems.