Job DescriptionPosition Overview We are seeking an experienced Network Operations Shift Lead to support the Compartmented Enterprise Services Office (CESO) and its Secure Web Services (SWS) environment. This role leads day-to-day operational activities and incident response during the overnight shift within a mission-critical, highly secure, and increasingly automated enterprise environment.
The Shift Lead will serve as the senior operational escalation point for the assigned shift, coordinating network, systems, cybersecurity, application, and infrastructure support while ensuring incidents are properly triaged, escalated, resolved, documented, and handed off.
Key Responsibilities- Lead and coordinate all operational activities for the assigned 3rd shift, providing technical direction to the operations team.
- Monitor enterprise networks, servers, applications, cloud services, and supporting infrastructure for outages, degradation, security events, and performance issues.
- Own incident triage, troubleshooting, escalation, coordination, and resolution through closure, including major and mission-impacting incidents.
- Coordinate troubleshooting activities across network, systems, cybersecurity, application, cloud, vendor, and mission-partner teams.
- Ensure operational activities comply with established SLAs, SOPs, runbooks, escalation procedures, and ITIL processes.
- Troubleshoot network and infrastructure issues involving DNS, DHCP, VPNs, routing, switching, Windows/Linux servers, and cloud environments.
- Review alerts, tickets, and incidents to identify recurring problems, operational trends, root causes, and opportunities for process improvement.
- Conduct detailed shift handovers, maintain accurate operational documentation, and prepare incident reports, shift summaries, and performance metrics.
- Mentor team members, provide technical guidance during complex outages, support major incident/post-incident reviews, and help refine SOPs, playbooks, and escalation procedures.
RequirementsBasic Qualifications- Bachelor's degree and 4+ years of related IT experience supporting Windows and/or Linux server environments; additional relevant education, training, or experience may be considered in lieu of a degree.
- Previous experience leading an operations team, shift, or technical function, or serving as a senior escalation point during operational incidents.
- Hands-on experience in Network Operations, Cybersecurity, Windows/Linux infrastructure administration, or related enterprise IT operations.
- Strong knowledge of DNS, DHCP, VPN technologies, routing, switching, network troubleshooting, and enterprise infrastructure fundamentals.
- Experience with enterprise monitoring/logging platforms such as SolarWinds, Splunk, or equivalent, and ticketing systems such as ServiceNow, Jira, or similar.
- Strong troubleshooting, root-cause analysis, incident coordination, and major incident management skills.
- Working knowledge of ITIL Incident, Problem, and Change Management processes and operational SLA requirements.
- Ability to work independently and make risk-based decisions under pressure while leading a small team during outages; comfortable supporting 24x7 operations, nights, weekends, and holidays.
Preferred Qualifications- Experience supporting DISA/mission partners and leading shifts or teams in DoD, military, cleared NOC/SOC, or enterprise operations environments; TS/SCI with CI Polygraph preferred.
- Experience supporting secure/classified cloud and automated enterprise environments, including developing/refining SOPs, playbooks, incident-response procedures, escalation processes, and runbooks.
BenefitsCore Benefits: - Paid Time OffPTO):TEN (10) Paid days off & FIVE (5) Floating days off.
- Holidays: 11 Paid Holidays. Flex time can be utilized instead of holiday time usage.
- Payroll: Paid Bi-Monthly.
- 401(k): Partnered with the SECOND LARGEST Retirement plan provider in the U.S. Guaranteed 3% match. Eligibility - 21 years of age or older, after 3 months of employment
- Individual or company-wide performance and recognition awards (Quarterly)
Health Benefits:- UNITED HEALTHCARE PPO, extensive national coverage.
- INCLUDES: Medical/Dental/Vision/HSA.
- Eligible on the first of the month, immediately after the start date.
- Submit the enrollment form within 30 days of your start date otherwise, you will have to wait until October for the new year enrollment.
Quality of Life Benefits:- Training & Career Development Reimbursement of Tuition and training needed to support career development.
- $150 monthly reimbursement contribution paid monthly towards parking expenses.
- Receipts must be submitted by the close of business on the 25th of each month.
- Reimbursements will be paid on the first payroll AFTER reimbursements are submitted each month.
Special Benefits:- Performance bonus - Project-based
- Yearly bonus - Company based
