• Operations Manager

    Job Locations US-MD-Baltimore
    Posted Date 2 months ago(9/7/2018 11:42 AM)
    Requisition ID
    Category (Portal Searching)
  • Overview

    Tyto Athene (formerly Black Box Government Solutions) is a full service integrator focused on helping clients accelerate their ability to make decisions by providing ubiquitous and secure access to enterprise information throughout their operating environment.  Tyto Athene uses a myriad of technologies, innovative thinking, and proven processes to deliver successful outcomes for its clients worldwide. 


    Tyto Athene is seeking a qualified Operations Manager, contingent upon contract award, in Baltimore, MD.

    The Operations Manager will be responsible for the day-to-day activities and reporting associated with supporting the Social Security Administration’s (SSA) Next Generation Telephony Project (NGTP) infrastructure.  They will provide operational oversight of redundant NGTP Operations Centers (NOC) staffed with multidisciplinary teams of engineering and operations personnel responsible for monitoring, provisioning, troubleshooting, analyzing and resolving system and voice network related issues. The Operations Manager will help to establish and then be responsible for adherence to policies and procedures, support coordination, capacity management, asset management, training, audits, and all other functions relating to the management and administration of the NGTP Operations Centers (NOC).

    The NGTP Operations Centers will provide real-time monitoring of NGTP systems and voice network health, security and quality of service and will respond to faults or alarms as they are triggered by the NGTP systems. In addition, the NOC will include a Help Desk to assist SSA staff with information, troubleshooting and problem resolution and a Customer Service Center to assist with customer change requests; to include any addition, modification, or removal of NGTP equipment, software or applications.


    Duties and Responsibilities:

    Principle duties and responsibilities include the following.  Other duties may be assigned.

    • Team manager for the NGTP Operations Center, Technical Help Desk and Customer Service Center functions. Coordinate, monitor and track all Operation team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance, and resolution of customer issues.
    • Provide leadership and operational management of Tier 1&2 engineering and operations support staff ensuring system availability and reliability while maintaining compliance with Customer Service Level Agreements (SLA), preventive maintenance requirements, and readiness of system components.
    • Ensure that operation management policies, standards and procedures are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, change management, asset management, metrics collection, performance reporting, trend analysis, and Continuity of Operations (COOP).
    • Assist in the development and implementation of Standard Operating Procedures (SOP) that facilitate the prompt detection, resolution, escalation and reporting of service impacting events and incidents.
    • Analyze, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement is continually realized.
    • Utilize metrics and trend analysis to reduce mean time to repair (MTTR), improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues.
    • Maintain Operational Awareness and keep the Program Manager well informed regarding system issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues.
    • Provide Black Box and SSA Management with proactive updates on potential customer impacting issues (i.e. voice network issues, site performance, service disruptions, planned maintenance, equipment failures, etc.)
    • Work closely with SSA Network Operations Center (NOC), SSA Security Operations Center (SOC), SSA support desks, Black Box System Engineers, Black Box Field Service Personnel, local exchange carrier and vendor representatives to ensure system integrity and reliability.
    • Ensure that the configuration management database (CMDB) and asset management database are updated and maintained in accordance with established policies and procedures.
    • Participate in disaster recovery and business continuity programs
    • Analyze NOC functions, recommend upgrades/changes, and assess current and future NOC needs. Drive and support Continual Service Improvement.


    Required Education/Experience

    • Bachelor’s Degree from an accredited college in a related discipline, or equivalent experience/combined education, with 11 years or more of professional experience; or 9 years of professional experience with a related Master's degree; with at least five years’ experience managing UC operations and large-scale Operations Centers for civilian, military, Government and/or commercial environment. This experience must include managing staff for a telephone switching network with a minimum of 20,000 end points.
    • ITIL® v3 Foundation Certification
    • Extensive experience with ITIL® framework and IT service management (ITSM) best practices and processes, including Continual Service Improvement (CSI).  ITIL® Intermediate Certifications in Service Lifecycle or Service Capability a plus.
    • Functional understanding and knowledge of voice application service networks, to include network appliances (e.g., Unified Communications Managers (Call Managers), voice switches, session border controllers (SBC), media gateways, routers, load balancers, firewalls) and network services and architectures (BGP, OSPF, DHCP, DNS, TCP/IP, WAN, VPN, VLAN, VRF, etc).
    • Skilled utilizing ITSM ticketing products preferably including ServiceNow
    • Skilled utilizing Network Management tools preferably including Netscout, Riverbed and NetIQ.
    • Customer Service focused with the ability to deliver sustained high performance and high levels of customer satisfaction
    • Analytical thinker, Metrics Driven
    • Excellent verbal, written and presentation skills to effectively translate and communicate complex technical information and risk to all levels of internal and external cross functional stakeholders.
    • Strong problem-solving skills, critical thinking, excellent analytical ability
    • Requires US Citizen or US Person (Green Card Holder) with the ability to obtain a Public Trust clearance


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