Washington, DC Metropolitan Area

Seeking a Service Delivery Manager (SDM) to lead the delivery of a Call Center as a Service program for an existing government contract. The SDM will be the primary point of contact for all operational issues and resolution that impact the customer. The SDM will manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets. Filter the issues/tickets before escalated to the engineers. Make sure the team meets the Service Level Agreements (SLAs) on both on premise and cloud-based systems. Must have IVR/CCaaS related experience. This position will work closely with Federal Managers, Subject Matter Experts, Sr. Engineers, and Service Desk technicians. After-hours support may be required.

• BS in Computer Science, Engineering, Telecommunication, or related field.
• 10 years of Contact Center solution experience are required
• 5+ years as a Service Delivery Manager
• 3+ years of Incident and Problem resolution
• 2+ years Change and Release Management
• Knowledge of ServiceNow or other ITSM for reporting
• Plus: ITIL Certification.
• US Citizenship or Green Card holder is required
• Ability to obtain Public Trust clearance

• Ability to manage 7+ team members in a matrixed, fast moving and highly charged political government environment while maintaining team focus, productivity, and delivery
• Manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets. Make sure the team meets the meeting Service Level Agreements (SLAs).
• Experience leading senior technical resources, working together on strategy, technical solutions and customer needs
• Requires knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc.
• Highly experienced with Cloud-based Contact Center As A Service (CCaaS)
• Deep understanding in call center/telephony data and backend monitoring and reporting tools.
• Strong client facing consulting skills and excellent communication skills

The SDM will be responsible for the following, but not limited to:

• Escalation point for owned process in terms of adherence and operations
• Monitoring (Critical) Incident Occurrences to ensure near immediate response by support team
• Ensuring restoration activities progress continuously with the right resources engaged
• Overseeing management of the appropriate and timely responses to Critical Incident reports according to agreed procedures and resolution activity
• Addressing ad-hoc request regarding preparation, collection, and distribution of reporting and metrics for the organization related to all aspects of Critical Incident resolution and management
• Ensuring proper ITIL standards are maintained as incidents spawn problem records; following up to ensure timely resolution of such related problems
• Ensuring the integrity of problem resolution in the information system lifecycle, including classification, prioritization, and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents
• Ensuring that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
• Coordinating and assisting in the implementation of agreed remedies and preventative measures.
• Assisting with the handling of major incidents and identifying the root cause as overall Process Owner
• Managing, monitoring, and reporting Continual Improvement Plans and appropriate initiatives to adequately support the IT infrastructure in aligning with business needs and service strategies
• Establish the Service Desk responsibilities and shifts to ensure meeting Service SLAs on tickets. Review ServiceNow INCs/TASKs; Monitor status, assign, and update tickets as needed.
• Present the Root Cause Analysis documentation and mitigation recommendations to federal management
• Execute ad hoc tasks from OCIO upper management and customers

Remote (Washington DC)

Seeking a candidate who will be both an architect and technical project manager who supports migrating from an on-premises retiring IVR system to a Cloud-based Contact Center as a Service solution.
This position will work closely with Federal Managers, Subject Matter Experts, Sr. Engineers, and Service Desk technicians on system transition, development, deployment, integration, and enhancement.

Lead projects from agencies’ demands, manage O&M activities, and system transition.

Lead the team to maintain the Contact Center applications, systems and networks associated with Contact Center technologies within the defined SLAs. Establish the Service Desk responsibilities and shifts to ensure meeting Service SLAs on tickets. Review ServiceNow INCs/TASKs; Monitor status, assign, and update tickets as needed.

Present the Root Cause Analysis documentation and mitigation recommendations to federal management.

Collect project requirements, provide Level of Effort estimates and project plans, prioritize work items, manage schedule, milestone, and deadline. Provide the project deliverables and status to the customers and upper management. Ensure on-time, quality delivery.

Execute ad hoc tasks from upper management and customers.

Configurations and programming for the system as needed.

• BS in Computer Science, Engineering, Telecommunication, or related field.
• 7 years of Contact Center solution experience are required.
• Project Management related certification is preferred.
• US Citizenship or Green Card holder is required.
• Ability to obtain public trust clearance.

Ability to manage 7+ team members in a matrixed, fast moving and highly charged political government environment while maintaining team focus, productivity, and delivery.

Manage the system Service Desk, staffing, rotation schedules, and ServiceNow tickets. Make sure the team meets the meeting Service Level Agreements (SLAs).

Experience leading senior technical resources, working together on strategy, technical solutions and customer needs.

Requires deep level knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, TalkDesk, NICE CX, AWS Connect, etc. Advanced working knowledge of telephony solutions and system architectures.

Highly experienced with Cloud-based Contact Center As A Service (CCaaS) with varies system integrations, solution planning, implementation, configuration, system maintenance, and software programming on the telephony system, which is tightly integrated with Verizon SIP Trunks, Cisco Telephony Equipment, Cloud or on-premises CRM applications, SQL Server Database and Cloud Data Warehouse.

Deep understanding in call center/telephony data and backend monitoring and reporting tools.

Expert in the Call Flow development environment
Strong client facing consulting skills
Experience in Agile development methodology

Interim Secret clearance required and ability to obtain up to a TS/SCI level

Sterling, VA

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents as possible during the first contact. Efficiently escalates incidents to higher tiers when required
• Documents incident status and solutions in incident database tools.
• Works through various types of issues with telephone assistance
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Support the building of end point devices, including smart phones and laptops
• Support briefings and advocacy in helping the client adopt the CSfC service offering
• Augment cybersecurity monitoring staff as needed
• Willingness to occasionally (2-3 time every 60 day) work evenings and weekends required

• AA/AS (or equivalent experience) and 1+ years of Help desk or similar work experience
• Possesses current working knowledge of smart phones, laptops, and common windows and android applications
• Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
• Ability to understand client problems and document them for further analysis.
• Ability to coordinate and collect end user survey responses from stakeholders
• Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients

• Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
• Ability to multi-task and prioritize
• Independent, self-starter who can take minimal direction and complete tasks
• Works well independently and with a team
• Strong communication, presentation, and analytical skills
• Experience providing help desk support to large federal agencies is desired.
• Experience working with ServiceNow ticketing system is preferred

Active Interim Secret Security clearance with ability to obtain TS/SCI

Sterling, VA

• Completes projects by coordinating resources and timetables with internal teams and external organizations.
  • Each project will follow NSA’s Commercial Solutions for Classified (CSfC) framework guidance and serve as baseline activities current and future for scheduling tasks.
• Results-focused by successfully and continually communicating expectations; planning, monitoring, and appraising results.
• Maintains quality service by establishing and enforcing organization standards.
• Contributes to team effort by assisting team members with accomplishing milestone deliverables, including but not limited to weekly brief, monthly status report, meeting minutes, and ad-hoc reporting.
• Maintains the organization’s effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing solutions.
• Verifies application results by conducting system audits of technologies implemented.
• Preserves assets by implementing risk register

• Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.
• Information Technology (IT) Project Manager Skills and Qualifications:
  • Technical Management, Technical Understanding, Analyzing Information, Informing Others, Problem Solving, Data Center Management, Cloud Services Management, Coordination, Strategic Planning, Quality Management.
• Manages and is responsible for the successful completion of all tasks in assigned project.

• BA/BS Degree with 5 years (8 years preferred) of project management experience with an ITSM and PMP certification is desired.
• Five plus years of technical experience
• PMP Certified required, Agile knowledge desired
• Demonstrate proven experience (with tangible outcomes and results), a can-do attitude, an ability to influence internal and external customers, and a leadership and communication style required to foster agreement and productive outcomes
• Become fluent in CSfC solutions and services within 30 days of hire. Translating IT and cyber activities to adhere to a CSfC program.
• Demonstrable mastery of MS Project
• Experience using Microsoft Office including MS Visio, MS Word, MS Excel and other appropriate tools.
• Strong English communication skills with ability to lead working groups, communicating clearly and succinctly in written and oral presentations
• Ability to work 100% on-site

Interim Secret to start with ability to obtain TS

Sterling, VA

• With a wide range of knowledge, evaluates, designs, documents, installs, implements, tests, performs problem isolation and resolution, monitors, tunes and sets standards.
• Implement and maintain network in accordance with NSA CSfC requirements.
• Maintains a complex range of computer network components and systems.
• Provides client consulting and training on the interfacing and use of the network facilities.
• Plans and coordinates computer network initiatives.
• Researches, evaluates and recommends new computer network equipment and technologies.
• Devises solutions to operational problems within the capacity and operational limitations of installed equipment.
• Provides internal consulting, technical guidance, information and support to application developers, computer operations, workstation support, company management and departmental clients.
• Works with other network professionals as directed to coordinate efforts, resolve cross-team issues and communicate changes.

• Degree in a Computer Science, Engineering or Information Technology related field is desired but not required.
• 5+ years of experience in information technology
• Knowledge of CSfC preferred, however desire and aptitude to quickly learn and embrace framework is a must.
• Extensive experience with building, implement and supporting IPSEC VPN solution
• Hands on experience with integrating PKI certificate with VPN solution
• Hands on experience with implementing and supporting remote access VPN solution (Preferred Cisco ASA and AnyConnect VPN products)
• Hands on experience with Juniper SRX, or Aruba , or MESA VPN devices
• Should have CCNA level of networking experience

Secret Security clearance with ability to obtain TS/SCI

As a Splunk Engineer supporting Department of State (DoS) Commercial Solutions for Classified (CSfC) deployment, you will be trusted to secure DoS CSfC services in Sterling, Va. Reporting to the Cybersecurity Operations Lead, you will be responsible for strengthening the defensive posture and cyber defense operational readiness of a CSfC deployment and collaborating with DoS cybersecurity operations to assure the program defends and protects Government assets from external Cybersecurity attacks and Insider Threats that can potentially cause or create data, systems, networks, and personnel vulnerabilities.

Must have hands-on experience in designing, fielding, and maintaining Splunk

• Perform complex system development, design, modeling, analysis, integration, and sustainment of Splunk systems for new computer systems within the CSfC Enterprise.
• Develop dashboards, data models, reports and performance optimization.
• Design and customize complex search queries and promote advance searching, forensics, and analytics.
• Develop and document configuration standards, policies, and procedures for operating, managing and ensuring the security of a Splunk infrastructure.
• Participate in incident, problem, and change management processes related to Splunk.
• Provide Splunk O&M and User access.
• Plan and direct upgrades and system enhancements.
• Develop and implement testing strategies and documenting results.
• Develop documentation on new or existing systems.
• Provide system/equipment/specialized training and technical guidance.
• Serve as liaison with clients, participating in meetings to ensure client needs are met.
• Provide guidance and work leadership to less-experienced staff.
• Communicate effectively with customers and teammates clearly and concisely.
• Maintain current knowledge of relevant CSfC technology and willingness to contribute to other software deployment and management.

• Degree in a Computer Science, Engineering or Information Technology related field is desired but not required. Bachelor’s degree in Information Technology/Systems or experience.
• 15 years of experience in information technology
• 3+ years of Splunk design and administration
• Demonstrate proven experience (with tangible outcomes and results), a can-do attitude, an ability to influence internal and external customers, and a leadership and communication style required to foster agreement and productive outcomes
• Experience with end-user device deployment
• Aware of Android and iOS technical differences
• Experience in collaborating with multiple technical teams to drive solutions that requirement driven including technical subject matter experts, including hardware and software designers, operations personnel, and test engineers and communicate potential security risks and mitigations
• Experience using Microsoft Office including MS Visio, MS Word, MS Excel and other appropriate tools.
• Strong English communication skills with ability to lead working groups, communicating clearly and succinctly in written and oral presentations

• Security Clearance of TS/SCI.
• Formal training in Splunk
• Experience with Splunk widgets to create data visualization to meet operational requirements
• Technical knowledge of any of; Cisco ICE/UCS, ForcePoint (High Speed Guard McAfee), InfoBlox, MetricStream, Radiant Logic, Tenable Security Center, Sciencelogic, SonarSource, Appscan HCL
• Department of State employee or contractor experience

Minimum of Interim Secret clearance required and ability to obtain up to a TS/SCI level

Sterling, VA

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents as possible during the first contact. Efficiently escalates incidents to higher tiers when required
• Documents incident status and solutions in incident database tools.
• Works through various types of issues with telephone assistance
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Support the building of end point devices, including smart phones and laptops
• Support briefings and advocacy in helping the client adopt the CSfC service offering
• Augment cybersecurity monitoring staff as needed
• Willingness to occasionally (2-3 time every 60 day) work evenings and weekends required

• 1-3 years of Help desk or similar work experience
• Possesses current working knowledge of smart phones, laptops, and common windows and android applications
• Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
• Ability to understand client problems and document them for further analysis.
• Ability to coordinate and collect end user survey responses from stakeholders
• Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients

• Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
• Ability to multi-task and prioritize
• Independent, self-starter who can take minimal direction and complete tasks
• Works well independently and with a team
• Strong communication, presentation, and analytical skills
• Experience providing help desk support to large federal agencies is desired.
• Experience working with ServiceNow ticketing system is preferred
• Minimum of Interim Secret clearance required and ability to obtain up to a TS/SCI level

Minimum of active Interim Secret clearance required and ability to obtain up to a TS level

Sterling, VA

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents as possible during the first contact. Efficiently escalates incidents to higher tiers when required
• Documents incident status and solutions in incident database tools.
• Works through various types of issues with telephone assistance
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability
• Support the building of end point devices, including smart phones and laptops
• Support briefings and advocacy in helping the client adopt the CSfC service offering
• Augment cybersecurity monitoring staff as needed
• Willingness to work dedicated weekend shifts (12 hours, day and night available)

• 1-3 years of Help desk or similar work experience
• Possesses current working knowledge of smart phones, laptops, and common windows and android applications
• Possesses excellent support experience and customer service skills to our users by maintaining excellent phone and email etiquette and resolution timeliness
• Ability to understand client problems and document them for further analysis.
• Ability to coordinate and collect end user survey responses from stakeholders
• Ability to store all metrics and reports from Help Desk inquires and requests to maintain constant and proper communication with the clients

• Self-motivated, detail oriented, with strong follow-up skills to ensure completion of tasks
• Ability to multi-task and prioritize
• Independent, self-starter who can take minimal direction and complete tasks
• Works well independently and with a team
• Strong communication, presentation, and analytical skills
• Experience providing help desk support to large federal agencies is desired.
• Experience working with ServiceNow ticketing system is preferred
• Minimum of active Interim Secret clearance required and ability to obtain up to a TS level

Secret Security clearance with ability to obtain TS level

Our work depends on TS level cleared Endpoint Security Engineer joining our team to support our Department of State customer in Sterling, VA.
Responsible for implementing and applying technologies, processes, and practices designed to protect networks, devices, programs, and data from malicious attack, damage, or unauthorized access Responsible for providing Engineering and sustainment support for Tanium platform. Establishes computing environment by designing system configuration; directing system installation; defining, documenting, and enforcing system standards. Provides specific, detailed information for hardware and software selection, implementation techniques, and tools for the most efficient solution to meet business needs, including present and future capacity requirements. Configures and installs various security products utilizing Linux OS, comprehensive experience with the Tanium platform.

• Serve as teams SME resource for Tanium; providing hands on ability to install, configure and deploy Tanium
• Work with both the software vendor and the customer to research, analyze, and implement enterprise-wide security solutions/capabilities/enhancements to support customer business/mission goals and objectives.
• Assists with designs, analyses, tests, and implementation of state-of-the-art secure architectures.
• Execute required task in security infrastructure sustainment, maintenance, and advanced configuration. (Policy management, database administration and security management tools).
• Conduct reporting, documentation, and investigation of all security related incidents; lead the development and implementation of corrective measures.

• 8+ years of experience and Bachelor’s degree (in Engineering, Computer Science or related field) or equivalent combination or degree and experience
• Demonstrate hands on technical knowledge of Tanium
• Experience maintaining Enterprise Cyber Security Engineering requirements utilizing all or some of the following tools: Tanium, HBSS, ScienceLogic, Carbon Black Response/Protection, Microsoft ATA
• 3+ years related technical experience in Cybersecurity
• Experience with large-scale enterprise/global networks in a high paced diverse environment
• Experience in providing status reports and products to senior management and customers
• Experience with plans, designs, and evaluations of security systems and architectures.
• Experience with Unix, RHELS OS, Windows Enterprise AD architecture and VMWare virtualization experience

Secret Security clearance with ability to obtain TS/SCI

Work depends on several Cybersecurity Engineers joining our team to support Department of State activities at Sterling, VA. As a Cybersecurity Engineer supporting Department of State (DoS) Commercial Solutions for Classified (CSfC) deployment, you will be trusted to secure DoS CSfC services. Reporting to the Cybersecurity Operations Lead, you will be responsible for strengthening the defensive posture and cyber defense operational readiness of a CSfC deployment and collaborating with DoS cybersecurity operations to assure the program defends and protects Government assets from external Cybersecurity attacks and Insider Threats that can potentially cause or create data, systems, networks, and personnel vulnerabilities.

• Must have strong analytical and technical skills in computer network defense operations, ability to lead efforts in Incident Handling (Detection, Analysis, Triage), Hunting (anomalous pattern detection and content management) and Malware Analysis
• Experience and ability analyzing information technology security events to discern events that qualify as legitimate security incidents as opposed to non-incidents. This includes security event triage, incident investigation, implementing countermeasures, and conducting incident response
• Must be knowledgeable and have hands-on experience with a Security Information and Event Monitoring (SIEM) platforms and/or log management systems that perform log collection, analysis, correlation, and alerting
• Strong logical/critical thinking abilities, especially analyzing security events (windows event logs, network traffic, IDS events for malicious intent)
• Excellent organizational and attention to details in tracking activities within various Security Operation workflows
• Experience with the identification and implementation of counter-measures or mitigating controls for deployment and implementation in the enterprise network environment
• Experience with one or more of the following technologies Network Threat Hunting, Big Data Analytics, Endpoint Threat Detection and Response, SIEM, workflow and ticketing, and Intrusion Detection System
• Maintain current knowledge of relevant CSfC technology and willingness to contribute to other software deployment and management
• Ability to develop rules, filters, views, signatures, countermeasures and operationally relevant applications and scripts to support analysis and detection efforts
• An understanding in researching Emerging Threats and recommending monitoring content within security tools
• Experience in analyzing NetFlow data and packet capture (PCAP)
• Robust knowledge of common attack methodologies, tactics and protocols
• Knowledge of the TCP and IP protocol suite, security architecture, DNS and remote access security

• Bachelor’s degree in a Computer Science, Engineering or Information Technology related field is desired however combination of education and equivalent experience accepted
• 4-6 years of experience in cybersecurity
• Demonstrate proven experience (with tangible outcomes and results), a can-do attitude, an ability to influence internal and external customers, and a leadership and communication style required to foster agreement and productive outcomes
• Aware of Android and iOS technical differences
• Experience using Microsoft Office including MS Visio, MS Word, MS Excel and other appropriate tools.
• Strong English communication skills with ability to lead working groups, communicating clearly and succinctly in written and oral presentations
• Technical knowledge of any of; Cisco ICE/UCS, ForcePoint (High Speed Guard McAfee), InfoBlox, MetricStream, Radiant Logic, Tenable Security Center, Sciencelogic, SonarSource, Appscan HCL