GNOC Technical Quality Lead - Expert (Government)

Our National Security Team supports the intelligence community, providing, operating, and assuring critical voice, video and collaboration services for the full spectrum of operations.

AT&T has an opening for a GNOC Technical Quality Lead to provide technical quality oversight, operational analysis, and continuous service improvement for a 24x7x365 enterprise network operations mission.

Job Duties/Responsibilities:

• Serves as the GNOC Technical QA Lead, providing technical direction and quality oversight across a 24x7x365 enterprise network operations mission spanning monitoring, service desk, incident response, escalation, and service restoration. Works closely with the GNOC Lead and Deputy Lead to maintain technical and operational quality across the GNOC.
• Identifies and documents individual performance-related quality concerns and partners with the GNOC Lead and Deputy Lead on coaching, retraining, remediation, and other personnel actions, while GNOC leadership retains responsibility for formal personnel decisions.
• Provides technical mentoring to GNOC personnel on troubleshooting methods, escalation criteria, and documentation standards, and partners with the Functional Lead and Deputy to translate quality findings into coaching, training, and shift-performance actions.
• Establishes and owns a technical quality framework built on ITIL service-operation practices, including review criteria, sampling methods, scorecards, reporting cadence, and corrective-action tracking.
• Conducts structured quality reviews of incident, problem, change, and service-request records for technical accuracy, completeness, categorization, documentation, escalation compliance, and timely resolution.
• Analyzes operational performance data, including MTTD, MTTR, SLA attainment, aging work, reopened and repeat incidents, misrouted tickets, alert volume, and escalation effectiveness, to identify trends, noise sources, and systemic risk.
• Leads problem management and root-cause analysis for recurring or mission-impacting issues, driving permanent corrective actions that reduce repeat incidents and improve network stability.
• Conducts major-incident and outage reviews to capture lessons learned and improve detection, triage, communication, restoration, and post-incident follow-up across the MTTR lifecycle.
• Serves as a senior technical escalation resource for complex, high-priority incidents, providing expert troubleshooting guidance and coordinating cross-team response.
• Serves as the technical approval authority for operational readiness of network changes, new capabilities, and transitions into GNOC support, verifying that monitoring, documentation, escalation paths, and training are sufficient before go-live.
• Owns corrective actions involving processes, functions, standards, procedures, tools, and systemic operational deficiencies, including assignment, tracking, validation, and closure.

Required Clearance:

TSSCI with poly (#tssci) (#polygraph)

Required Qualifications:

• Candidate must have a total of 8 years of applicable experience supporting network operations, enterprise IT operations, telecommunications, service management, technical quality, problem management, or mission operations environments. Experience may be a combination of degree and work history.
• Demonstrated experience in a 24x7x365 network operations center, service desk, enterprise monitoring environment, telecommunications operation, or comparable mission-support organization.
• Demonstrated ability to work across organizational boundaries and coordinate with operations, engineering, cyber, provisioning, field-support, service-management, and program teams.
• Strong written and verbal communication skills, including the ability to brief technical issues, operational trends, quality findings, and corrective actions.
• Working knowledge of ITIL-based event, incident, problem, change, knowledge, and continual-improvement practices.
• Required clearance: TS/SCI with Full Scope Polygraph, or contract-required equivalent.

Desired Qualifications:

• Experience performing technical quality, service assurance, operational readiness, or continual-improvement functions within a government network operations environment.
• Experience supporting the transition of new technologies, network services, or operational capabilities into a production support environment.
• Familiarity with LAN, WAN, transport, routing, switching, voice, video, collaboration, monitoring, service desk, cyber operations, and enterprise infrastructure support.
• Experience with enterprise monitoring, observability, and ITSM platforms (for example ServiceNow, SolarWinds, or comparable tools) used to analyze performance and drive improvement.
• ITIL certification desired.
• Cisco, ServiceNow, network operations, service management, quality management, or Lean Six Sigma certifications desired.
• PMP or other project-management certification desired.