• Network Operation Center Lead

    Job Locations US-DC-Washington
    Posted Date 2 months ago(12/2/2019 8:27 PM)
    Requisition ID
    # of Openings
    Job Schedule
    Limited Service Full-Time

    Since 1975, MAXIMUS has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. MAXIMUS delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, MAXIMUS is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit

    Job Description Summary

    MAXIMUS is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities. Operating under MAXIMUS’s founding mission of Helping Government Serve the People® since 1975, MAXIMUS Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.
    The U.S. Census Bureau is the largest statistical agency of the United States Government, providing timely data on the nation's population and economy. The Census Bureau's mission is to serve as the leading source of quality data about the nation's people and economy.

    The 2020 CQA program is the functional group at the Census Bureau that interfaces with citizens over the phone and other communications channels to assist them in responding to and completing 2020 Census Forms.

    NOC Lead
    NOC opening is a Lead position with responsibilities for day-to-day operations of the Network Operations Center (NOC). The position will assist in the oversight of Tier 2 staff and backup to NOC Manager from 11pm-7:30am. This position is fully responsible for talent and personnel or vendor management.
    • Assist with the manage day-to-day activity of NOC employees or vendors to ensure proper service delivery in the critical business areas of Incident, Change, Service Level, and Problem Management.
    • Coach and mentor all subordinates on the execution of processes and procedures.
    • Ensure accurate time keeping of employees and contractual management of vendors
    • Responsible for personnel reviews and performance recommendations as necessary
    • Assist subordinate personnel with creating SNOW tickets to ensure accuracy, provide reports, and ensure proper escalation of incidents.
    • Act as an escalation point for critical recovery decisions.
    • Assist with oversight for the execution of all required change activities and participate in the existing change processes
    • Ensure proper reporting and classification of incident and change tickets.
    • Analyze performance and recovery time as it pertains to Incident Management. Account for all Service Level Agreements and Key Performance Indicators associated with service availability, performance, and response.
    • Ensure proper documentation is available for compliancy purposes.
    • Engage necessary personnel to address chronic issues identified by the Problem Management team.
    • Ensure continued progression to problem resolution occurs.
    • Act as the primary interface to the NOC and Service Desk customers and maintain a strong communication bridge between business partners.
    Those successful in this position will have:
    • Experience with Incident management LAN/WAN/MAN and VoIP Network.
    • Understanding and experience with Trouble Ticketing Reporting tools (Service Now)
    • Assist with the managed a team in a Network Operation Center
    • Have extensive shift NOC support experience
    • IT management and project management experience
    • Microsoft Office, Microsoft Visio, PowerPoint, Microsoft Excel experience
    • Understanding of Syslog, SNMP, SolarWinds or equivalent Network Monitoring Tools, LAN/WAN, VoIP, CCNA / CCNP Certification
    Job Type: Full-time
    Location: Remote and Onsite 1201 Maryland Ave. SW Washington D.C)
    Travel: Required to East OCC located in Washington, D.C., West OCC located in Denver, CO and related sites as necessary

    Requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; Security +, Network + CCNA preferred with equivalent work experience.

    Essential Duties and Responsibilities:
    • Assist with install and configure servers as well as applications.
    • Perform of vulnerability remediation, review logs and assist with patch management as required.
    • Work in a manner to highly support the NOC and Service Desk teamwork environment.
    • Work after hours to support Census Sites and other facilities may be required periodically.
    • Maintain data files and monitor system to ensure data integrity.
    • Work under general supervision; typically reports to a project leader or manager.
    • Exercise a certain degree of creativity and latitude as required.
    • Responsible for system security and data integrity.
    • Assign passwords and monitor use of resources.
    • May produce IT Security artifacts, business reports, data call reports, forms, etc.
    • Perform a variety of tasks.

    Minimum Requirements:
    • Typically requires a min of 5 years of related experience with a Bachelor's degree; or 3 years and a Masters degree; Security +, Network + CCNA certification preferred with equivalent work experience.
    • Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors.
    • Demonstrates good judgement in selecting methods and techniques for obtaining solutions.
    • Networks with senior internal and external personnel in own area of expertise.
    • May have additional training or education in area of specialization.
    • Works on assignments that are moderately difficult, requiring judgement in resolving issues.
    • Communicates on complex or sensitive issues or draft such responses for supervisor or team lead.

    In accordance with contractual requirements:
    Employment and continued employment is contingent upon obtaining and maintaining a favorable initial and final suitability determination, which will be decided in the sole discretion of the Census Bureau. Ability to pass United State Census Bureau suitability assessment.
    MAXIMUS is unable to provide visa sponsorship in support of 2020 CQA Program.
    Residency requirement:
    Non-citizens must possess a valid and non-expired Permanent Resident Card or Employment Authorization Card. The suitability assessment requires residency in the United States for a cumulative period of three (3) years over a five-year period ending with the date of the security application prior to starting work in support of the 2020 CQA program.


    Essential Duties and Responsibilities:
    - Manage ticket queues and supervise completion of PC support tasks.
    - Interface with application developers and find best practice solutions for application and database issues.
    - Manage and provide support for fax servers, AD servers, Backups and data storage and recovery.
    - Provide management updates on status of all IT issues at the project.
    - Create and manage AD accounts for all users.
    - Provide support on PCs and Notebooks, such as installing and removing a number of different software applications.
    - Provide support on Windows - Call Center systems by evaluating and troubleshooting issues.
    - Perform remote windows desktop support using SMS.
    - Communicate with technical and non- technical end users via telephone or in person to resolve issues or teach the basics of a software program.
    - Ability to move up to 50 lbs such as computers, printers, fax machines, or network servers. Assist users when they move from one cubicle to another.
    - Respond to support calls via email, telephone, or Remedy queue help desk tickets.
    - Coordinate user provisioning to web portal applications.
    - Assist with asset inventory tracking, adding users email accounts to distribution lists, and coordinating efforts with MAXIMUS Corporate Office Help Desk.
    - Perform network mapping or grant access to resources such as printers, shared drives, and VPN.
    - Provide assistance to staff in a resourceful polite manner while, exhibiting an excellent customer service attitude.
    - Analyze and report on effectiveness of key initiatives and quality improvement efforts.
    - Perform other duties as may be assigned by management.

    Minimum Requirements:
    - Bachelor's degree with 3+ years of experience.
    - May have additional training or education in area of specialization.
    - Develops solutions to a variety of problems of moderate scope & complexity.
    - General application of concepts & principles.
    - Contributes to the completion of organizational projects & goals.
    - Frequent use and general knowledge of industry practices, techniques, and standards.
    - Applies knowledge and skills to complete a wide range of tasks.
    - Communicates on complex or sensitive issues or drafts such responses for supervisor or manager.


    EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. MAXIMUS is an Affirmative Action/Equal Opportunity Employer. MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.


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