TOC Tier II (Technical Operations Center)

Spatial Front, Inc. • Bay St. Louis, MS

7d • $45,000 - $65,000 • Onsite

About The Position

Spatial Front, Inc. (SFI), a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a TOC Tier II to join our team.

Project Overview:
This program provides continuous (24/7/365) technical operations support for a federal agency’s enterprise IT environment. It focuses on monitoring, securing, and optimizing network infrastructure, mission-critical applications, and connectivity services to ensure reliable, secure, and efficient operations.

Major Job Functions:
Perform advanced Configuration Management, Data Integrity verification, Troubleshooting, and Implementation on USCIS network infrastructure using various tools including: SolarWinds Orion, Splunk, New Relic, Cisco DNAC, and ServiceNow.
Monitor WAN performance via VMware VELOCloud SD-WAN and coordinate escalations with Shift Supervisors, USCIS OIT, DHS SOC, and vendors to resolve incidents in accordance with SLA requirements.
Process ServiceNow incident tickets, work orders, and change requests in compliance with the USCIS Configuration Change and Release Management (CCRM) process; conduct Network Mapping activities and maintain accurate documentation of USCIS topology, circuit inventories, and device configuration baselines.
Primary Responsibilities:
Receive, assess, and resolve Tier 2-level incident tickets and work orders in ServiceNow; perform detailed technical troubleshooting on USCIS network devices, including routers, switches, firewalls, and load balancers, to restore service within SLA requirements.
Lead escalation coordination with Tier 3 engineers, Shift Supervisors, USCIS OIT, and external vendors during complex or critical network incidents; participate in technical bridge calls and document all remediation actions and outcomes in ServiceNow.
Generate recurring WAN performance reports using SolarWinds Orion and VMware VELOCloud SD-WAN; conduct Splunk log analysis to identify root causes, emerging trends, and recurring issues impacting the USCIS enterprise environment.

Requirements

• Must have a minimum of 3–5 years of experience in network operations or enterprise network administration with demonstrated knowledge of WAN/LAN environments, SD-WAN technologies, and enterprise ITSM platforms such as ServiceNow.
• Must possess a Public Trust clearance or be able to obtain one.
• Must be a U.S. Citizen per contract requirements.

Nice To Haves

• Hands-on experience with VMware VELOCloud SD-WAN, Cisco ISE, InfoBlox, AlgoSec, or Splunk in an enterprise network operations environment.
• Familiarity with cloud-hosted infrastructure monitoring in AWS GovCloud or Microsoft Azure; experience supporting SD-WAN or cloud migration activities is a plus.
• Prior experience in a federal government, DHS, or USCIS IT operations environment; an active or previously held DHS Public Trust background investigation is a plus.
• Cisco CCNA (Cisco Certified Network Associate) or higher
• AWS Solutions Architect Associate or Microsoft Azure Administrator Associate; equivalent cloud associate-level certification relevant to enterprise cloud monitoring environments
• CompTIA Network+ or equivalent vendor-neutral associate-level networking credential

Responsibilities

• Perform advanced Configuration Management, Data Integrity verification, Troubleshooting, and Implementation on USCIS network infrastructure using various tools including: SolarWinds Orion, Splunk, New Relic, Cisco DNAC, and ServiceNow.
• Monitor WAN performance via VMware VELOCloud SD-WAN and coordinate escalations with Shift Supervisors, USCIS OIT, DHS SOC, and vendors to resolve incidents in accordance with SLA requirements.
• Process ServiceNow incident tickets, work orders, and change requests in compliance with the USCIS Configuration Change and Release Management (CCRM) process; conduct Network Mapping activities and maintain accurate documentation of USCIS topology, circuit inventories, and device configuration baselines.
• Receive, assess, and resolve Tier 2-level incident tickets and work orders in ServiceNow; perform detailed technical troubleshooting on USCIS network devices, including routers, switches, firewalls, and load balancers, to restore service within SLA requirements.
• Lead escalation coordination with Tier 3 engineers, Shift Supervisors, USCIS OIT, and external vendors during complex or critical network incidents; participate in technical bridge calls and document all remediation actions and outcomes in ServiceNow.
• Generate recurring WAN performance reports using SolarWinds Orion and VMware VELOCloud SD-WAN; conduct Splunk log analysis to identify root causes, emerging trends, and recurring issues impacting the USCIS enterprise environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees