Wireless Network Operations Center (NOC) Lead

Job description

This program is required to provide ongoing support for the agencies Network Operations Center (NOC) and Wireless Network Operations Center (WNOC), which are critical components within the Office of Information and Technology (OIT), Enterprise Infrastructure and Operations Directorate (EIOD), and Network Operations Division (NOD).

These centers perform real-time monitoring, proactive maintenance, incident detection and response, problem resolution, and network performance reporting across the agencies nationwide enterprise.

They ensure network stability, availability, and the rapid escalation and resolution of technical issues.


Position Description: Responsible for coordinating the scheduling for the WNOC group supporting Cellular Over the Horizon Enforcement Network (COTHEN) and Land Mobile Radio (LMR).

Serve as the lead point of contact (POC) for government and customers seeking technical assistance.

Coordinate training for new contract staff and provide documentation for daily, weekly and monthly reports from the ticketing system and databases.

Requirements

· Lead and supervise NOC technicians and engineers, providing guidance, mentorship, and performance feedback.



· Ensure 24/7 operational coverage and effective staffing of the wireless NOC team.



· Develop and implement standard operating procedures (SOPs) and escalation protocols.



· Oversee real-time monitoring of wireless network performance, ensuring minimal downtime and optimal service quality.



· Lead incident response efforts for network outages, performance degradations, and security incidents.



· Coordinate with field engineers, network engineers, and vendors to resolve escalated network issues.



· Prepare and present regular performance, capacity, and incident reports to management.



· Maintain accurate logs of incidents, escalations, maintenance, and network changes.



· Identify recurring network issues and implement process improvements to reduce future incidents.



· Collaborate with engineering teams on network upgrades, expansions, and migrations.



· Ensure all changes follow established change management and risk mitigation processes.



· Participate in planning and execution of network optimization projects.



· Ensure adherence to network security policies, industry standards, and regulatory requirements.



· Conduct periodic audits to verify compliance with operational procedures and security standards.

Required Skills:

· A minimum of five (5) years’ relevant experience in Tier 1 support operations

· Bachelor’s degree in related technical fields such as Management Information Systems, Computer Science, Engineering, IT, Networking and Telecommunications

· Relevant certifications such as ITIL v3, CompTIA, CCNA Strong understanding of network fundamentals, including TCP/IP, routing protocols, network topology, and basic troubleshooting techniques.



· Hands-on experience with network monitoring tools and ticketing systems.



· Excellent problem-solving and analytical skills to identify and resolve network issues efficiently.



· Effective communication skills for interacting with customers, technical teams, and management.



· Deep knowledge of wireless network technologies (e.g., LTE, 5G, Wi-Fi).



· Experience with network monitoring tools (e.g., SolarWinds, NetScout, Nagios, or equivalent).



· Proficiency in troubleshooting network performance, latency, and connectivity issues.



· Familiarity with network protocols, SNMP, VoIP, TCP/IP, and routing/switching concepts.



· Knowledge of network security best practices and incident response procedures.



· Experience managing NOC teams or network operations teams.



· Ability to prioritize tasks in high-pressure environments and delegate effectively.



· Strong project management skills for coordinating upgrades, maintenance, and troubleshooting efforts.



· Strong diagnostic and root-cause analysis skills.



· Ability to interpret network data, logs, and reports to drive decision-making.


Preferred Skills

· Familiarity with ITIL processes, including Incident, Problem, and Change Management.



· Familiarity with network virtualization technologies (e.g., SD-WAN, NFV).

Knowledge of cloud-based network monitoring and management platforms.



· Hands-on experience with 5G NR architecture, LTE, and Wi-Fi 6/6E technologies.



· Experience with Cellular Over the Horizon Enforcement Network (COTHEN) and Land Mobile Radio (LMR)

· Ability to use analytics tools to identify network trends, performance issues, and capacity planning.



· Experience generating dashboards and KPI reports for leadership.

Familiarity with Lean, Six Sigma, or other continuous improvement methodologies.

Benefits

SES provides a competitive salary and the following benefits:


+ Medical

+ Dental

+ Vision

+ AD&D

+ STD

+ LTD

+ Company paid Life Insurance

+ 401k with employer contribution

+ Paid Time Off

+ Pet Insurance

Required Skill Profession

Other General