Mantech

Become an integral part of a diverse team while working at an Industry Leading Organization, where our employees come first. At ManTech International, you’ll help protect our national security while working on innovative projects that offer opportunities for advancement.

Currently, ManTech is seeking a motivated, career and customer-oriented Network/ Infrastructure Analyst Lead to join our team in Washington, D.C..

You will oversee all aspects of the Incident Management process, from evaluation to resolution. You will partner with stakeholders and service engineers to mitigate service disruptions, facilitate identification of root causes, and oversee resolution of unplanned service impacts. 

Responsibilities include but are not limited to:

• Perform monitoring, incident and problem management, and escalation and be the single point of contact for incident / problem until resolution. Monitoring is for all network environments, TIC, infrastructure and other services.
• Monitor reverse proxy websites and alert components of expiring certificates within one business day of receiving the alert for an expired certificate.  
• Work closely with the SOC and Service Desk to provide incident and problem management for the LAN/WAN and TIC, escalating identified issues for other services to service owners as appropriate
• Develop and maintain SOPs and other documentation 
• Follow ITIL procedures especially incident and problem management
• Follow ISO 20000 procedures such as but not limited to:
  • Facilitate major incidents while maintaining an overall incident perspective and ensuring the Incident Management processes are followed.  
  • Coordinate and facilitate the communication and escalation processes during High Priority incidents.  
  • Proactively monitor incident resolution, analyze, and highlight trends and root causes to Problem Management and/or relevant support teams.  
  • Provide technical analysis of major incidents to uncover underlying problems.  
  • Participate in problem review sessions and coordinate critical problem resolutions to root cause, ensuring all incidents are logged and relevant parties involved.  
  • Monitor and escalate issues for the Network and all of the other teams using agreed upon monitoring tools and processes.
• Clean-up of ServiceNow tickets assigned to the queues  
• Ensure change requests (MACDs) are moving in a timely manner and provide status updates to customers  
• Set-up and/or monitor conference bridges  
• Facilitate communication between customers and engineers  
• Report – emailed out before Monitoring and Incident Response ends their shift  
• Develop and maintain IRT training documents, Standard Operating Procedures (SOPs), and other documentation.  
• Review and analyze vendor repair & maintenance reports.  
• Review and analyze vendor service outage & impairment reports, and root cause analyses (RCA) and develop after action reports (AAR).  
• Periodically review and revise relevant portions of the Program Concept of Operations and other documents.  
• Monitor vendor and customer activities to enhance customer-facing technical and operational support systems.  

Minimum Qualifications:

• A bachelor's degree
• A minimum of five (5) years of related experience
• Experience in a computer science or Cybersecurity related field

Preferred Qualifications:

• Experience monitoring a Cisco network environment, experience with trusted internet connections (TICs) and monitoring for security

Clearance Requirements:

• Must be a U.S. citizen
• Must be able to obtain a Public Trust clearance; prefer an active Secret clearance

Physical Requirements:

• Must be able to remain in a stationary position 50%
• Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine and computer printer
• Often positions self to maintain computers in the lab, including under the desks and in the server closet
• Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations