GNOC Operations Manager

GNOC Operations Manager

Peraton is seeking a GNOC Operations Manager. The Global Network Operations Center (GNOC) Operations Manager is responsible for the management and control of a diverse team. The team provides 24x7 mission essential services to ensure infrastructure availability in support of MHS healthcare operations globally. The GNOC Operations Manager has direct operational responsibilities for the management and sustainment of several practices. Those practices are Major Incident Management, Problem Management, Enterprise Monitoring, and the GNOC Communications Cell.

The GNOC Operations Manager actively engages in other functional areas of the GNOC, Global Service Center (GSC), and broader EITSI team to leverage resources as necessary to accomplish standard tasks. These tasks include and not limited to adding service catalog items, managing foundation data quality, accessing data for analytics review, and building reports to help better manage the processing of information between service providers, stakeholders, and Infrastructure & Operations (IOD) support teams.

The GNOC Operations Manager ensures the application of various communications methods to bring together key service owners to troubleshoot issues impacting the delivery of healthcare using Government provided ITSM support tools (currently ServiceNow), Splunk, knowledge bases, and ITIL based processes. The GNOC Operations will expertly oversee monitoring and tracking of service interruptions to provide status to a diverse group of service and solution owners, helping to facilitate service restoration, contacting service owners, documenting troubleshooting steps and root causes as identified, creating downtime notifications, and interfacing with the GNOC Government Watch Officers.

Responsibilities include aligning GNOC communications to provide information to our key enterprise leaders and stakeholders, creating and managing delivery against a Continual Service Improvement Plan for the Global Network Operations Branch (GNOB), providing primary coordination interface to GNOB Leadership, working across operational silos to drive consistent tracking of major service interruptions, coordinating with ALL IOD support teams, responsible for the coordination of ALL DHA Deployment initiatives, interfacing with DHA Leadership as necessary to communicate service interruption status and improve communication with external DHA stakeholders, leading the GNOC Operations team daily tasks and continual improvement initiatives, providing support to the EITSI Program Manager, Chief Operations Manager and GSC Senior Manager as needed, providing leadership and administrative support for team members, managing contract deliverables within EITSI related to the GNOC contract support, facilitating the communications process for all major service interruptions ensuring comprehensive and proactive communications strategies, promoting and educating DHA IT resolution teams both internal and external of the Major Incident Management Process and tool steps related to outage reporting, delivering executive presentations, executive summaries and after action reports, and excellent interpersonal skills, written skills and the ability to interface with internal and external customers, vendors and management.

Qualifications required include 10 years' experience, experience as Lead, Supervisor or Manager, proven experience leading IT service delivery support teams, developing various data analytics and operational performance reports, able to obtain ADP II Public Trust, must be US Citizen, ITIL4 Foundations Certified required, proven experience with ServiceNow mandatory or other ITSM ticketing systems, must be able to work in a fast paced & stressful environment, be able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission, familiar with IT and Service Desk support methodology alignment with Industry Standards, ability to deliver executive presentations, executive summaries and after action reports, excellent interpersonal skills, written skills and the ability to interface with internal and external customers, vendors and management, knowledge of and ability to apply ITIL4 practices, experience with ITSM solutions, proven problem coordination and previous knowledge conducting root cause analysis with effective root cause determination skills.

Desired qualifications include PMP preferred.

Target salary range: $80,000 - $128,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual's experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay. Benefits statement: Peraton offers eligible employees a variety of benefits including medical, dental, vision, life, health savings account, short/long term disability, EAP, parental leave, 401(k), paid time off (PTO) for vacation, and company paid holidays. A full listing of available benefits can be viewed at