GNOC Functional Lead - Expert (Government)

This position requires office presence of a minimum of 5 days per week and is only located at customer's site.

AT&T Global Public Sector is a trusted provider of secure, IP enabled, cloud-based, network solutions and professional services to the Federal Government.   We are dedicated to recruiting, developing and empowering a diverse, high-performing workforce that is passionate about what they do, committed to our shared values and dedicated to our customers’ mission.

Our National Security Team supports the intelligence community, providing, operating, and assuring critical voice, video and collaboration services for the full spectrum of operations.

AT&T has an opening for a GNOC Functional Lead to manage a 24x7 Network Operations Center.

• →Acts as the Global Network Operations Center (GNOC) Team Lead responsible for managing approximately 40 personnel supporting a 24x7x365 enterprise network operations mission.
• →Provides day-to-day leadership for Tier I and Tier II operations personnel supporting network monitoring, service desk operations, incident response, escalation, service restoration, and operational reporting.
• →Manages all aspects of assigned staff leadership, including performance appraisals, employee counseling, shift scheduling, coverage planning, training, mentoring, and after-hours work coordination.
• →Tracks and reports SLA performance, ticket metrics, operational trends, workload distribution, aging tickets, recurring issues, and service delivery performance.
• →Coordinates operational activities with customer representatives, program leadership, engineering, cyber operations, provisioning, field support, and other functional teams.
• →Serves as a customer-facing operational lead for status updates, issue resolution, escalation support, operational reporting, and customer engagement activities.
• →Leads response coordination for high-priority incidents, outages, service degradations, maintenance windows, and other mission-impacting operational events.
• →Drives process improvement, root cause analysis, corrective action tracking, and continuous service improvement across the GNOC environment.
• →Ensures team compliance with customer requirements, program procedures, security requirements, escalation protocols, service management processes, and contractual performance expectations.

TSSCI with poly (#tssci) (#polygraph)

• Candidate must have a total of 12 years of applicable experience supporting network operations, enterprise IT operations, telecommunications operations, service delivery, or mission operations environments. Experience may be a combination of degree and work history.
• Demonstrated experience leading technical operations personnel in a 24x7x365 network operations, service desk, enterprise monitoring, or mission support environment.
• Experience managing personnel responsibilities such as performance appraisals, employee counseling, scheduling, shift coverage, training, mentoring, and after-hours support coordination.
• Experience tracking and reporting SLA performance, ticket metrics, operational performance, service delivery trends, and customer-impacting issues.
• Demonstrated ability to engage directly with government customers, program leadership, technical teams, and cross-functional stakeholders.
• Strong written and verbal communication skills, including the ability to brief operational status, explain technical issues, and communicate performance trends to leadership and customer stakeholders.
• Working knowledge of ITIL-based service management practices.
• Current PMP certification preferred.
• Required clearance: TS/SCI with Full Scope Polygraph, or contract-required equivalent.

• Experience leading a team of 25 or more personnel in a government network operations, service desk, enterprise operations, or mission operations environment.
• Experience supporting classified government customer environments and coordinating operational priorities across multiple technical and functional teams.
• Demonstrated experience improving ticket performance, SLA attainment, operational reporting, escalation management, and service delivery processes.
• Experience conducting root cause analysis, corrective action tracking, operational trend analysis, and continuous service improvement.
• Experience supporting customer meetings, operational reviews, readiness assessments, outage reviews, and executive-level status reporting.
• Familiarity with LAN, WAN, transport, voice, video, collaboration, monitoring, service desk, cyber operations, and enterprise infrastructure support activities.
• ITIL certification desired.
• Cisco, network operations, service management, or related technical certifications desired.

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AT&T will provide reasonable accommodations for qualified individuals with disabilities. AT&T is a fair chance employer and does not initiate a background check until an offer is made.