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National Harbor, Maryland, United States
Onsite
The Opportunity:
CACI is seeking a Network Operations Lead to join our Tier II technical operations team on a contract supporting Department of Homeland Security. The Network Operations Lead is primarily focused on leading network administration support and ensuring the team responds to monitoring alerts and manages incidents to resolution in a 24/7/365 environment. They will work closely with other operations and engineering teams to quickly identify issues impacting the enterprise, triage and resolve incidents, document for root cause analysis, oversee completion of pre-defined requests, and support continuous operational improvement.
Responsibilities:
Serve as a Tier II Technical Operations lead responsible for break/fix support, completing pre-defined requests, and managing team execution. Responsibilities include:
• Respond to systems and networking alerts, triage, troubleshoot, and resolve incidents.
• Work closely with other support teams to ensure incident events are handled in a timely manner.
• Handle incoming technical escalations from Service Desk, Network Operations Security Center, and other support teams.
• Draft and send incident notifications to government stakeholders and other support teams.
• Monitor and perform health checks of networking devices critical to infrastructure including routers, switches, VPNs, and proxies.
• Document, track, and coordinate incidents in ServiceNow.
• Escalate unresolved issues to Tier III.
• Join troubleshooting bridge calls for major incidents.
• Perform Tier II-level administration tasks to fulfill pre-defined requests and tasks such as port activations and de-activations.
• Perform patching, updates, upgrades and other maintenance activities.
• Communicate directly with end-users as necessary, to resolve issues and complete requests.
• Assist with post-mortem-related activities and support various efforts related to operational improvements.
• Based on recommendations from management, implement new and improved processes, change processes, perform new tasks, create reports, and address ad-hoc requests.
• Contribute to documentation in the Knowledge Base, Standard Operating Procedures (SOP), work instructions, and job aids.
• Continuously cross-train to also support systems administration.
• Lead, mentor, and provide day-to-day guidance to Tier II Network Engineers to ensure effective incident response, request fulfillment, and operational coverage.
• Coordinate team schedules, workload assignments, and on-call participation to maintain 24/7/365 support requirements.
• Support personnel management activities such as performance feedback, training plans, onboarding support, and identification of skill development needs.
• Perform additional duties as assigned.
• Provide oversight of daily Tier II network operations, ensuring incidents, service requests, maintenance activities, and escalations are prioritized and completed within established service levels.
• Serve as the primary coordination point between Tier II network staff, Tier III engineering teams, government stakeholders, and other operational support teams during major incidents and high-priority issues.
• Review team performance metrics, incident trends, and operational reports to identify process improvements, training needs, and opportunities to improve service delivery.
• Conduct regular one-on-one meetings with staff members to provide coaching, discuss performance and development goals, address concerns, and document key outcomes and follow-up actions.
Qualifications:
Required:
- SUN – TUE/SUN – WED, 6am – 6pm
- WED – SAT/THU – SAT, 6am – 6pm
- MON – FRI, 6am – 2pm or 10am – 6pm
Desired:
What You Can Expect:
A culture of integrity.
At CACI, we place character and innovation at the center of everything we do. As a valued team member, you’ll be part of a high-performing group dedicated to our customer’s missions and driven by a higher purpose – to ensure the safety of our nation.
An environment of trust.
CACI values the unique contributions that every employee brings to our company and our customers - every day. You’ll have the autonomy to take the time you need through a unique flexible time off benefit and have access to robust learning resources to make your ambitions a reality.
A focus on continuous growth.
Together, we will advance our nation's most critical missions, build on our lengthy track record of business success, and find opportunities to break new ground — in your career and in our legacy.
Pay Range:
There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.
The proposed salary range for this position is:
$103,800 - $218,100