ASM Research, An Accenture Federal Services Company
Federal Network Support Shift Supervisor - Day
ASM Research, An Accenture Federal Services Company, Reston, Virginia, United States, 22090
Supervises and coordinates activities of a team of Federal Network Support Engineers to provide technical infrastructure and software services support for the Azure Core Networking team within Government Cloud environments. As well as perform duties of an intermediate Federal Network Support Engineer. This role bridges Tier 1 operational support with Tier 2 specialized technical expertise, supporting 24x7 operations (shift work) for critical networking infrastructure across secure federal facilities including PhysNet, FPN, ExpressRoute, VPN, and advanced network services.
Key Responsibilities Advanced Operational Support
Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.
Gather, analyze, and share performance metrics on team members
Lead triage and mitigation of moderate complexity Livesite incidents, customer-reported incidents, and deployment incidents
Perform optical SPAN monitoring and mitigations for network performance optimization
Support WAN incidents and coordinate resolution activities
Execute end-to-end deployment of Microsoft ExpressRoute devices for specific sites, including onboarding to GWM
Validate and troubleshoot buildout configurations before production deployment
Support PulseVPN and Webportal implementations for Fairfax environments
Coordinate HWProxy and Scripting Framework work supports for AZN Systems
Technical Problem-Solving
Conduct root cause analysis on recurring incidents and develop preventive measures
Issue Letters of Authorization (LOAs) and perform operational readiness tests with Microsoft partners
Support Decom activities including networking decom for federal cloud environments
Provide technical guidance to Tier 1 engineers during complex incidents
Contribute advanced troubleshooting guides and technical documentation to knowledge base
Collaboration & Escalation Management
Serve as primary escalation point for Tier 1 support teams
Coordinate with Microsoft partners (ATT, BT, Verizon, Equinix, etc.) on capacity planning and onboarding
Manage end-to-end contract sign-off process for new Microsoft Partners
Escalate highly complex or specialized issues to Tier 2 with comprehensive documentation
Participate in post-incident reviews and contribute to continuous improvement initiatives
Other Job Responsibilities and Duties
Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
Provides recommendations on short term systems projects/plans.
Prepares operational forecasts and requirements for data processing, systems development, and communications.
Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
Monitors and supports the complex information technology and systems infrastructures.
Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.
Troubleshoots and resolves unique or complex problems in an efficient manner.
Performs root cause analysis and diagnostics on the more unique or complex production systems.
Minimum Qualifications
Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.
1-2 years of experience managing IT staff.
4+ years of experience in network operations or technical support
Security Requirements
Active Secret level clearance
Able to obtain CJIS background check
Required Certifications (One or more)
CompTIA Network+ CompTIA Security+ Azure AZ-900
Preferred Qualifications
Microsoft Azure certifications (Azure Network Engineer Associate or equivalent)
Experience with federal government cloud environments
Cisco CCNP or equivalent networking certification
Prior experience in managed service provider (MSP) or cloud operations environment
Primary Job Specific Skills
Understanding of enterprise networking concepts including routing protocols (BGP, OSPF), MPLS, VPN technologies
Working knowledge of Microsoft Azure networking services (ExpressRoute, VPN Gateway, Virtual WAN)
Experience with network monitoring tools and SPAN/packet capture analysis
Experience with ticketing systems and incident management processes
Strong troubleshooting and problem‑solving abilities
Excellent written and verbal communication skills
Ability to work independently in a 24x7 operational environment
Strong attention to detail and commitment to documentation standards
Customer service orientation with ability to manage multiple priorities
Familiarity with network automation concepts and scripting (PowerShell, Python) preferred
Other Job Skills
Must have strong communication skills and be able to effectively communicate technical issues.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
Ability to get team members to work together to accomplish tasks.
Stays up to date technically and applies new knowledge to job.
Ability to think long‑term and establish achievable action plans.
Actively looks for ways to help people in the most efficient manner.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands the implications of new information for both current and future problem‑solving and decision‑making.
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$117K - $121K
EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
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Key Responsibilities Advanced Operational Support
Responsible for team productivity to ensure maximum output with a high Customer Satisfaction rating.
Gather, analyze, and share performance metrics on team members
Lead triage and mitigation of moderate complexity Livesite incidents, customer-reported incidents, and deployment incidents
Perform optical SPAN monitoring and mitigations for network performance optimization
Support WAN incidents and coordinate resolution activities
Execute end-to-end deployment of Microsoft ExpressRoute devices for specific sites, including onboarding to GWM
Validate and troubleshoot buildout configurations before production deployment
Support PulseVPN and Webportal implementations for Fairfax environments
Coordinate HWProxy and Scripting Framework work supports for AZN Systems
Technical Problem-Solving
Conduct root cause analysis on recurring incidents and develop preventive measures
Issue Letters of Authorization (LOAs) and perform operational readiness tests with Microsoft partners
Support Decom activities including networking decom for federal cloud environments
Provide technical guidance to Tier 1 engineers during complex incidents
Contribute advanced troubleshooting guides and technical documentation to knowledge base
Collaboration & Escalation Management
Serve as primary escalation point for Tier 1 support teams
Coordinate with Microsoft partners (ATT, BT, Verizon, Equinix, etc.) on capacity planning and onboarding
Manage end-to-end contract sign-off process for new Microsoft Partners
Escalate highly complex or specialized issues to Tier 2 with comprehensive documentation
Participate in post-incident reviews and contribute to continuous improvement initiatives
Other Job Responsibilities and Duties
Studies problems and capabilities, and develops solutions for improved operating procedures, alternate processing methods, communications, information flow, management reporting, and operational efficiency.
Provides recommendations on short term systems projects/plans.
Prepares operational forecasts and requirements for data processing, systems development, and communications.
Ensures compliance with policies, processes and procedures governing team deliveries to achieve work outputs of the team.
Monitors and supports the complex information technology and systems infrastructures.
Conducts analysis including planning, designing, and evaluating a variety of complex information technology tools.
Troubleshoots and resolves unique or complex problems in an efficient manner.
Performs root cause analysis and diagnostics on the more unique or complex production systems.
Minimum Qualifications
Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred.
1-2 years of experience managing IT staff.
4+ years of experience in network operations or technical support
Security Requirements
Active Secret level clearance
Able to obtain CJIS background check
Required Certifications (One or more)
CompTIA Network+ CompTIA Security+ Azure AZ-900
Preferred Qualifications
Microsoft Azure certifications (Azure Network Engineer Associate or equivalent)
Experience with federal government cloud environments
Cisco CCNP or equivalent networking certification
Prior experience in managed service provider (MSP) or cloud operations environment
Primary Job Specific Skills
Understanding of enterprise networking concepts including routing protocols (BGP, OSPF), MPLS, VPN technologies
Working knowledge of Microsoft Azure networking services (ExpressRoute, VPN Gateway, Virtual WAN)
Experience with network monitoring tools and SPAN/packet capture analysis
Experience with ticketing systems and incident management processes
Strong troubleshooting and problem‑solving abilities
Excellent written and verbal communication skills
Ability to work independently in a 24x7 operational environment
Strong attention to detail and commitment to documentation standards
Customer service orientation with ability to manage multiple priorities
Familiarity with network automation concepts and scripting (PowerShell, Python) preferred
Other Job Skills
Must have strong communication skills and be able to effectively communicate technical issues.
Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.
Advanced knowledge of issued hardware and/or software products and excellent working knowledge of personal computers and peripherals required.
Ability to get team members to work together to accomplish tasks.
Stays up to date technically and applies new knowledge to job.
Ability to think long‑term and establish achievable action plans.
Actively looks for ways to help people in the most efficient manner.
Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Understands the implications of new information for both current and future problem‑solving and decision‑making.
Compensation Ranges Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract‑specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
Physical Requirements The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties" or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
$117K - $121K
EEO Requirements It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, gender identity, veteran status, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, veteran status, disability, gender identity, or age. All decisions on employment are made to abide by the principle of equal employment.
#J-18808-Ljbffr