IT Program Manager

• Manage Tier 1 and Tier 2 technical personnel
• With Sponsor oversight, coordinate maintenance schedules and ensure appropriate monitoring coverage before, during, and after scheduled changes
• Oversee and track planned maintenance windows, infrastructure changes, outages, and service restoration activities
• Manage escalations involving telecommunications carriers, ISPs, OEM vendors, Microsoft/cloud providers, managed service providers, and other third-party service providers
• Identify recurring issues, process gaps, and opportunities to improve monitoring, automation, escalation, and operational effectiveness

Team Responsibilities

• Provide comprehensive 24x7x365 Network Operations Center (NOC) and Cyber Security Operations Center (CSOC) services
• Maintain a secure and highly available enterprise environment
• Ensure the continuous availability, security, performance, and operational integrity of the organization’s enterprise infrastructure
• Proactively monitor network and cyber security environments and provide Incident Response, Cyber Defense, Operational Engineering Support, Problem Management, and Continuous Service Improvement
• Provide monthly application metric data such as service requests, incidents, calls per application, using Sponsor’s reporting tools. Any other tool or deviation from collecting performance metrics requires prior approval from Sponsor.
• Provide operational support for the following environments; Enterprise Local Area Network (LAN), Wide Area Network (WAN), Campus Network Infrastructure
• Provide operational support for the following technologies; Microsoft Azure Government Cloud, Azure Virtual Desktop (AVD), RedSeal, Microsoft Sentinel, VMware and Hyper-V virtualization platforms, Microsoft Windows Server infrastructure, and Enterprise monitoring and alerting systems

• TS/SCI FSP Clearance
• Demonstrated experience managing Tier l and Tier 2 technical personnel
• Demonstrated experience with a strong understanding of Microsoft Sentinel, Microsoft Azure, enterprise networking, network monitoring, cybersecurity monitoring, and IT service management
• Demonstrated experience working with and managing escalations involving telecommunications carriers, ISPs, OEM vendors, Microsoft/cloud providers, managed service providers, and other third-party service providers
• Demonstrated experience overseeing and tracking planned maintenance windows, infrastructure changes, outages, and service restoration activities
• Demonstrated experience identifying operational trends, recurring issues, process gaps, and opportunities to improve monitoring, automation, escalation, and operational effectiveness
• Demonstrated experience coordinating maintenance schedules and ensuring appropriate NOC/CSOC monitoring coverage before, during, and after scheduled changes

Desired Skills

• Demonstrated experience leading or managing personnel within a NOC, SOC/CSOC, enterprise operations center, or comparable 24x7 technical operations environment
• Demonstrated progressively responsible experience in enterprise IT operations, network operations, cybersecurity operations, cloud operations, or related technical disciplines
• Demonstrated experience supporting a Network Operations Center (NOC), Security Operations Center (SOC/CSOC), enterprise IT operations center, or comparable technical operations environment
• Demonstrated significant experience with Microsoft Sentinel: alert monitoring, KQL log queries, entity analysis, runbooks, or escalation
• Demonstrated significant experience with Azure skills: portal nav, Monitor/Log Analytics, VMs, Resource Health, or basic networking (VNets/NSGs)
• Demonstrated significant experience with Networking basics: TCP/IP, DNS/DHCP, subnetting, VLANs, routing, firewalls, VPNs, or LAN/WAN
• Demonstrated significant experience with troubleshooting outages, connectivity, packet loss/latency, or CPU/memory issues
• Demonstrated experience with tools for topology, paths, assets, segmentation, or vulnerabilities
• Demonstrated experience with Kusto Query Language (KQL) for searching, filtering, correlating, and investigating Sentinel and Log Analytics data