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Network Operations Center (NOC) Manager
Raytheon Company | Pensacola, Florida
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Job Description

This position supports Raytheon's DOMino contract, a single-award IDIQ worth over $1 billion. This contract delivers full lifecycle development and sustainment for the Department of Homeland Security’s (DHS) National Cybersecurity Protection System (NCPS). The NCPS assists more than 100 federal civilian government agencies with the protection of their networks against advanced cyber threats. Under this contract, Raytheon will support the government in the design, development, operations and maintenance services for the NCPS. Raytheon will build the mission critical cybersecurity solutions that will enable the timely dissemination of threat warnings and improve information sharing across DHS's stakeholder community.

Essential Duties/Responsibilities:

Under the guidance and management of the Director of Technical Services, the Network Operations Center (NOC) Manager ensures exceptional service for managed services customers and drives employee engagement for NOC/Service Desk staff members. He or she will coordinate the daily activities of NOC/Service Desk staff; orient, train, and mentor staff; monitor incident management queues; address client escalation issues; and interface with clients as needed. The NOC/Service Desk Manager is expected to be process oriented and accountable for the overall success of the Network Operation Center.

Responsibilities also include:
• Manage NOC/Service Desk team consisting to 24 watch-standers
• Communicating policies, expectations, and feedback to NOC/Service Desk staff
• Facilitating a high-performance team environment and employee engagement
• Providing performance feedback and corrective action to direct staff
• Leading activities of NOC/Service Desk staff to diagnose and resolve client problems
• Guiding NOC/Service Desk staff on diagnosis of potential problems and resolutions.
• Fielding escalated customer issues and resolving or referring to specialized experts as needed
• Guiding and coordinating projects requiring scheduling
• Monitoring and reporting the status of tickets and tasks assigned to the NOC/Service Desk and ensuring items are coordinated, logged, tracked, and resolved appropriately.
• Providing input on process improvements and contributing to the technology road map for the strategic plan.
• Performing metrics trend analysis and reporting; guiding resultant process improvement.
• Contributing to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
• Providing guidance and training; may guide other staff
• Providing back-up duties to the NOC Government Lead
• Working support tickets as needed
• Evaluating and providing input regarding employee performance
• Conducting one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
• Maintain NOC/Service Desk schedule for a 24x7 365 with TPI
• Other duties as assigned and required.

Experience Requirements:
• Experience managing/supervising a NOC/Service Desk environment
• Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers
• Must be able to manage multiple priorities in an efficient manner
• Understanding of general help desk procedures, company processes, etc.
• Ability to design and implement effective policies to achieve consistent team results.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Technical Skills/Competencies:
• Excellent computer proficiency (MS Office – Word, Excel and Outlook)
• Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) highly preferred.
• Familiarity with help desk ticketing systems (Altiris) required.
Supervisory Skills/Competencies:
• Efficient delegation and task prioritization
• Ability to interview and select employees in accordance with company guidelines and EEOC commitments
• Ability to coordinate and facilitate staff training
• Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
• Ability to manage and resolve conflicts as they arise

Other Requirements:
• This position requires a Top Secret security clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment.
• Familiar with HP monitoring solutions preferred
• This position requires possible shift work

Education Requirements:
8 years of experience with a Bachelor’s degree in STEM or a related field. 8 years of additional experience (for a total of 16 or more years) may be substituted for bachelor’s degree.

This position requires either a U.S. Person who is eligible to obtain any required Export Authorization.


Raytheon is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.


About Raytheon Company

Raytheon Company is a technology and innovation leader specializing in defense, civil government and cybersecurity markets throughout the world. With a history of innovation spanning 92 years, Raytheon provides state-of-the-art electronics, mission systems integration and other capabilities in the areas of sensing; effects; and command, control, communications and intelligence systems; as well as a broad range of mission support services

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