Program Manager

Job Title: Program Manager Location: NCTS Guam Position Type: Full time Req ID: JR100194 Description: Source is looking for a Program Manager to join our company in Guam! Responsibilities: Determines key objectives, milestones, time frame, funding limitations, procedures for accomplishing project, and allotment of available resources to various phases of project. Confers with project staff to outline project plan and to assign duties, responsibilities, and scope of authority. Integrates the implementation process to maximize resource utilization and client/end-user satisfaction. Directs and coordinates activities of project personnel to ensure project progresses on schedule and within prescribed standards. Tracks, follows up, and supports all requests through to completion, advising all involved parties when a request is complete. Seeks to identify opportunities for efficiency, cost savings, and control improvements in the process, and implements such improvements whenever possible. Follows implementation and documentation approval process, ensuring secure implementation compliance. Complies with all audit, regulatory, and compliance directives. Perform site surveys, collect customer’s requirement, develop, and submit design plans and cost estimates. Contractor shall perform research and site surveys to develop planning data for telephone switching and Optical Transport System hardware upgrades and expansion for network growth, improvement, and modification. Provide cable maintenance management on all inside and outside plant copper and fiber optic cables used at USNHG campus. Contractor shall maintain up-to-date cable records to include cable type, end terminations, count, pair and strand usage and status. Contractor shall perform preventive and corrective cable maintenance. Perform and/or assist in the following team tasks: Help Desk: Provide Help-Desk on a 24-hour, 7-days a week basis. Provide technical support services including telephone switching and optical transport hardware repairs and replacement for failed circuit card and/or components, replacement of customer’s BCO premise equipment, and repair of defective infrastructure cables and wiring. Provide BCO equipment sustainment and on-site technical support to the USNHG telephone system. Escalate trouble tickets to Tier II/III Original Equipment Manufacturer (OEM) Help-Desk and/or software engineering support if Contractor cannot resolve critical service issue. Trouble Tickets and Resolution Standards: Document and respond to all trouble tickets received from USNHG Telephone Control Officer (TCO), USNHG telephone customers, as well as customers outside USNHG campus. Trouble tickets will be prioritized in accordance to NCTS Guam telecommunications service restoration criteria. Respond on all routine trouble tickets within 2 days during normal business hours (Monday through Friday, 07:30 to 16:30). During weekend (Saturday and Sunday) and all Federal Holidays, Contractor shall respond on routine trouble tickets within the next 2 business days. Respond to PRIORITY A and emergency trouble tickets within ninety (90) minutes during normal business hours and within four (4) hours during weekend and holidays. Resolution of PRIORITY A trouble tickets shall be within 4 hours of receipt of request. Should the resolution not be able to be resolved within the set timeframe due to the type and level of the hardware and software anomalous conditions, the Contractor will report the conditions to the NCTS COR listed on Page 1 herein. Resolution to routine trouble tickets shall be within 4 working days. Contractor shall continue troubleshooting until problem is resolved. BCO Customer Service: USNHG TCO is required to submit Communications Service Request (CSR) to NCTS for all required telephone services. NCTS Guam shall process CSR within 8 hours upon receiving CSR from USNHG TCO during normal business hours. NCTS shall complete CSR work requirements within five (5) business days. Perform telephone Move, Add, Change (MAC) actions to include all labor and materials required to accomplish telephone service request. Contractor shall program switch telephone directory numbers, telephone features, voice-mail and special customer requirements such as call-tree and automatic call distribution features. Provide telephone switching system operations and maintenance at the USNHG DSN SMEO. Contractor shall maintain all system, subsystem, and equipment to include all transmission system, 50VDC power system and battery banks used at the USNHG. Other duties as assigned. Qualifications: Years of Experience: 5-10 Education Level: High School Diploma Clearance Requirements: Active Secret Certification Requirements: Network+ or similar desired certificate Demonstrable experience and network expertise to perform operations, preventative and corrective maintenance, installation and provision, and quality control on the NCTS Guam DSN Small End Office (SMEO) including the Optical Transport System with associated components, network hardware, and software. Benefits: Eligible full-time employees receive a comprehensive benefits package, including medical, dental, vision, life and disability coverage, retirement savings with company match, paid time off, voluntary supplemental benefits, and access to an employee assistance program. The package also includes educational assistance, with tuition reimbursement. EEO Statement: This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-300.5(a), and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, or for inquiring about, discussing, or disclosing information about compensation, or any other basis prohibited by law. We participate in E-Verify. DDC is committed to providing equal employment opportunities to all applicants and employees. If you require a reasonable accommodation to participate in the application or interview process, please contact Recruiting for assistance View email address on click.appcast.io #J-18808-Ljbffr