Position Overview:

Key Responsibilities:

Network Operations & Incident Management:

• Monitor, troubleshoot, and resolve network incidents, focusing on voice and data communications systems, including UC, VoIP, and SIP trunking.
• Execute network operations for configuration, maintenance, and analysis of customer circuits across Time Division Multiplexing (TDM) and Session Initiated Protocol (SIP) trunks.
• Proactively monitor network alarms using platform-specific network management tools to ensure optimal system performance and minimize downtime.
• Resolve unclear problems/issues using a broad understanding of network architecture, ensuring minimal impact on mission operations.
• Track, document, and escalate service disruptions, utilizing incident management applications such as ServiceNow.

Customer Support & Communication:

• Work directly with customers, UC stakeholders, and leadership to provide global situational awareness and support.
• Communicate clearly and effectively with internal and external stakeholders, keeping leadership informed of incident status and resolution.
• Ensure service restoration and confirm all customer-initiated tickets are resolved promptly.
• Configuration Maintenance & Troubleshooting:
• Perform configuration and maintenance of network elements, including route plans, route lists, device profiles, calling search spaces, and route partitions.
• Analyze, identify, and recommend resolutions to network issues and configuration deficiencies related to UC and DRSN operations.
• Develop solutions and processes to improve UC and DRSN network performance and resilience.
• Continuous Improvement & Process Documentation:
• Maintain detailed documentation of network configurations, changes, and incidents to ensure accurate reporting and historical tracking.
• Identify areas for process improvement within network operations and incident management, and implement best practices to optimize performance.

Required Qualifications:

• U.S. Citizenship is required.
• Active DoD Secret security clearance.
• DoD-8570 IAT Level II certification (e.g., Security+ CE or equivalent) prior to the start date.
• Ability to work in a 24x7 shift environment.
• General understanding of voice infrastructure and IP network topologies.
• Experience in network monitoring and incident management using tools such as ServiceNow.
• Familiarity with network protocols (TDM, SIP) and technologies including VoIP, EVoIP/ECVoIP, and VoSIP.
• Knowledge of Cisco and Juniper network technologies, including routers, switches, and crypto devices.
• Experience with video teleconferencing (VTC), DSN Core, and Defense Red Switch Network (DRSN).
• Proficient in using MS Office suite (e.g., Outlook, Excel, Word, Access, PowerPoint, Teams).