A3 Technology, Inc. is seeking a highly experienced and results‑driven Network Operations Lead to lead the 24x7 operations of enterprise network services supporting U.S. Customs and Border Protection (CBP). The Network Operations Lead will plan, organize, and direct Network Operations to ensure the stability, availability, and performance of mission‑critical infrastructure across geographically distributed sites.
This role requires a hands‑on leader with deep enterprise networking expertise who can set priorities, mentor operations teams, coordinate maintenance and changes, and drive rapid detection, triage, and resolution of incidents while continuously improving service quality.Key Responsibilities:
- Own day‑to‑day network operations for LAN/WAN/WLAN/Internet environments; set priorities for monitoring, maintenance, and incident response in a 24x7 setting.
- Lead and mentor the Network Management Operations team; allocate resources across shifts and sites to meet SLAs and surge demands.
- Ensure proactive health monitoring, trend analysis, and capacity planning using enterprise toolsets, drive actions from findings.
- Coordinate routine testing, failover, and performance validation of routers, switches, firewalls, load balancers, and wireless controllers.
- Oversee change windows and service restoration activities; ensure pre‑checks, implementation, back‑out, and post‑validation are executed and documented.
- Establish and enforce SOPs, runbooks, and escalation paths; refine processes to improve MTTR and first‑time‑fix rates.
- Partner with Service Desk, Tier 2/3, and engineering to resolve complex issues; ensure clear handoffs and timely escalations.
- Track and report KPIs (availability, latency, AWT/RONA/abandon for phones, ticket volumes, MTTA/MTTR); present weekly/monthly operations readouts.
- Champion quality and customer experience; communicate planned/unplanned outages and service status to stakeholders.
- Support technology refresh and lifecycle management; recommend tooling and architecture improvements to increase reliability and security.
Minimum Qualifications:
- Bachelor’s degree in Information Systems, Computer Science, Engineering, IT, Networking, or a related field.
- 10+ years of senior‑level enterprise networking experience operating large, complex environments.
- Hands‑on expertise with core network infrastructure (routers, switches, firewalls, load balancers) and enterprise monitoring tools.
- Demonstrated leadership of 24x7 operations teams and major incident coordination.
- U.S. Citizenship and eligibility to obtain/maintain required CBP background clearance; ability to work on‑site in secured facilities.
Highly Desired Qualifications:
- Certifications: ITIL v3/4; Cisco CCNA/CCNP/CCIE.
- Experience implementing and administering enterprise‑wide monitoring/performance toolsets.
- Proven delivery of capacity planning, availability management, and SLA reporting in mission‑critical environments.
- Experience within DHS/CBP or similar federal environments; familiarity with change control and configuration management practices.
Additionally, US Citizenship or documented proof of eligibility to work in the US is a must. Upon receiving a conditional offer of employment, candidates will undergo a Government investigation and must meet eligibility requirements for Government clearance. Verification of past employment, education and references is also required. It is imperative that candidates be either a US citizen or a current green card holder with the last 3 consecutive years as a resident of the US.The salary range for positions is $50,000 to $175,000.
This range is provided as a general guideline and should not be interpreted as a guarantee of compensation. Actual salary offers will be determined based on a variety of factors, including but not limited to the specific responsibilities of the position, the candidate’s education, experience, location, knowledge, skills, and abilities. In addition, compensation may be influenced by applicable Federal Government contract labor categories and established contract wage rates.At A3 Technology, Inc., we take pride in being an Equal Opportunity Employer (EEO) and Affirmative Action (AA) employer.
We're committed to considering all qualified candidates for employment without regard to race, religion, color, sex, sexual orientation, gender identity, age, protected veteran status, disability, national origin, genetic information or any other protected status.
