Network Operations Center Manager

Description

SAIC is seeking a Network Operations Center (NOC) Lead to oversee monitoring and event management operations to ensure seamless 24x7x365 support of the IT infrastructure. This role demands a proactive individual with a strong technical background, leadership capabilities, and demonstrated expertise in monitoring, coordinating, and responding to IT incidents. The successful candidate will lead a dynamic team, maintain and configure monitoring tools, drive process improvements, and ensure alignment with ITIL best practices.

This role is expected to be hybrid remote and will require on-site work in Northern Virginia.

This full time position will require flexibility and availability to oversee 24x7x365 operations, ensuring continuous monitoring support and incident resolution.

Responsibilities:

Operational Oversight and Incident Management

· Lead continuous 24x7x365 monitoring, coordination, and incident response

· Ensure adequate staffing, technical expertise, and operational readiness for uninterrupted monitoring and response operations.

· Lead and maintain effective coordination during major incidents, including technical assessment and smooth resolution and service recovery.

· Provide basic troubleshooting and System/Network administration to support initial triage and resolution

· Monitor and ensure agents fulfill responsibilities, including alert monitoring, event management, incident escalation, and stakeholder notifications.

Monitoring Tools and Standards Development

· Configure and manage IT monitoring tools and dashboards to ensure effective monitoring of network devices, end-user devices, applications, and the overall IT environment.

· Develop, implement, and publish detailed monitoring technology standards, ensuring adherence across teams.

· Validate and enhance monitoring tools, knowledge base articles, operating procedures, and documentation.

Team Management and Leadership

· Manage team performance, ensuring all ticket queues meet specified time frames for updates and resolutions.

· Develop and execute training programs to upskill the team, ensuring readiness for evolving operational needs and technical solutions.

Metrics, Reporting and Audit Compliance

· Define and track key performance indicators and service level agreements

· Provide support for audits and remediation initiatives

Technical Knowledge and Expertise

· Provide general knowledge of business application architecture and cloud service structures, including IaaS, PaaS, SaaS, and hybrid architecture.

· Demonstrate understanding of automation platforms and development environments.

· Maintain technical expertise in tools such as SolarWinds, ServiceNow, and other monitoring

Qualifications

Required Qualifications:

· Bachelors and eighteen (18) years or more experience; Masters and sixteen (16) years or more experience

· ITIL v4 Foundation Certification is required.

· A minimum of 5 years of experience in NOC services, with at least 3 years in an IT outsourcing environment managing a team.

· Strong expertise in SolarWinds, ServiceNow, and other monitoring tools.

· Experience developing technical documentation, SOPs, and knowledge base articles for accurate operational execution.

· Understanding of IT architectures and cloud services, including integration and hybrid structures.

· Hands-on experience configuring and managing IT monitoring tools and responding to IT incidents with precision and speed.

· Ability to obtain and maintain a Public Trust

· Ability to successfully pass the SAIC Background investigation to establish a start date

Preferred Qualifications

· Prior experience managing NOC Services in a federal agency environment is a plus.

· Deep understanding of automation and orchestration tools to improve response speed and operational efficiency.