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, including 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 managing service catalog items, improving 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 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 Manager expertly oversees monitoring and tracking of service interruptions to provide status to a diverse group of service and solution owners, facilitates service restoration, documents troubleshooting steps and root causes, creates downtime notifications, and interfaces with GNOC Government Watch Officers. Responsibilities Align GNOC communications to provide information to key enterprise leaders and stakeholders. Create and manage delivery against a Continual Service Improvement Plan for the Global Network Operations Branch (GNOB). Provide primary coordination interface to GNOB leadership, develop presentations, and provide subject matter expertise on ITSM practices. Work across operational silos to drive consistent tracking of major service interruptions. Coordinate with all IOD support teams (GSC, Major Incident Management, Problem Management, Enterprise Management, NSOC, etc.). Coordinate all DHA Deployment initiatives to understand requirements and operational expectations on IOD services (e.g., MHS GENESIS Go-Live events, O365 Deployment). Interface with DHA leadership to communicate service interruption status and improve communication with external DHA stakeholders (IOWG, VA, CG, DISA, DHMS, etc.). Lead the GNOC Operations team’s daily tasks and continual improvement initiatives. Provide support to the EITSI Program Manager, Chief Operations Manager, and GSC Senior Manager as needed. Provide leadership and administrative support for team members, including employee evaluations, development plans, training programs, timecards, expense reports, scheduling, and monthly reports. Manage contract deliverables related to GNOC contract support and ensure timely and accurate production. Facilitate the communications process for all major service interruptions, ensuring comprehensive and proactive communications strategies. Promote and educate DHA IT resolution teams on the Major Incident Management Process and tool steps related to outage reporting. Qualifications Required Qualifications 10 years of experience. Experience as Lead, Supervisor, or Manager. Proven experience leading IT service delivery support teams and developing operational performance reports. Able to obtain ADP II Public Trust. Must be a US citizen. ITIL4 Foundations certification required. Proven experience with ServiceNow (or other ITSM ticketing systems) mandatory. Must be able to work in a fast‑paced, stressful environment. Able to work on shifts (or on call) as necessary to support the 24x7 GNOC mission. Familiar with IT and Service Desk support methodology aligned with industry standards. Ability to deliver executive presentations, executive summaries, and after‑action reports. Excellent interpersonal skills, written communication, and 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 root‑cause analysis skills. Desired Qualifications PMP preferred. EEO Statement EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law. #J-18808-Ljbffr Peraton