NOC Problem Support Manager

T-Rex Solutions • Ashburn, VA

103d • $110,000 - $155,000

About The Position

T-Rex Solutions is seeking a results-driven NOC Problem Support Manager to support our U.S. Customs and Border Protection (CBP) Network Operations Center (NOC). The program objective is to provide ongoing support for CBP’s NOC and Wireless Network Operations Center (WNOC), which are critical components within the Office of Information and Technology. These centers perform real-time monitoring, proactive maintenance, incident detection and response, problem resolution, and network performance reporting across CBP’s nationwide enterprise. They ensure network stability, availability, and the rapid escalation and resolution of technical issues. This is a 24x7x365 operation with work performed on-site in Ashburn, VA.

Requirements

• Bachelor’s degree in related technical field such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications.
• A minimum of six (6) Plus years of senior level networking experience administering enterprise infrastructures in large complex enterprises.
• Relevant certifications such as ITIL v3, CCNA, CCNP, CompTIA.
• Working knowledge of networking concepts, infrastructure, and equipment (e.g. routers, switches, firewalls, and load balancers).
• Experience implementing and administering an enterprise-wide monitoring system for servers, networking devices, and applications.
• Showcase leadership abilities by managing projects and teams.
• Be proficient in project management and have knowledge of security and compliance issues.
• US citizenship required.
• Ability to obtain and maintain a CBP public trust clearance.

Nice To Haves

• Experience directly supporting DHS, CBP or ICE Network Operations.
• Active CBP clearance, or DOD Secret clearance or higher.

Responsibilities

• Manage the lifecycle of all network infrastructure problems.
• Make temporary solutions (workarounds) available to incident management and manage the development of final solutions for known errors.
• Perform trend analysis of incidents to prevent future incidents from happening.
• Identify, record, investigate, and diagnose problems.
• Communicate with the CBP Problem Manager and other GSs for all problems.
• Act as the contract Point of Contact (POC) for all Problem oversight and coordination.
• Implement the CBP Problem Management process and ensure problems are managed and reported accordingly.
• Ensure that all problems are properly resolved and closed.
• Provide recommendations to the CBP Problem Manager for the ongoing improvement of the Problem Management Process.

Benefits

• PTO available to use immediately upon joining (prorated based on start date).
• Paid parental leave.
• Individual and family health, vision, and dental benefits.
• Annual budget for training, professional development and tuition reimbursement.
• 401(k) plan with company match fully vested after 60 days of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees