TOC Tier II (Technical Operations Center)

About the role

Spatial Front, Inc. (SFI), a two-time USA Today Top Workplaces awardee and Washington Top Workplaces honoree, is seeking a TOC Tier II to join our team. This program provides continuous (24/7/365) technical operations support for a federal agency’s enterprise IT environment.

Project Overview

This program focuses on monitoring, securing, and optimizing network infrastructure, mission-critical applications, and connectivity services to ensure reliable, secure, and efficient operations.

Primary Responsibilities

• Perform advanced Configuration Management, Data Integrity verification, Troubleshooting, and Implementation on USCIS network infrastructure using various tools including: SolarWinds Orion, Splunk, New Relic, Cisco DNAC, and ServiceNow.
• Monitor WAN performance via VMware VELOCloud SD-WAN and coordinate escalations with Shift Supervisors, USCIS OIT, DHS SOC, and vendors to resolve incidents in accordance with SLA requirements.
• Process ServiceNow incident tickets, work orders, and change requests in compliance with the USCIS Configuration Change and Release Management (CCRM) process; conduct Network Mapping activities and maintain accurate documentation of USCIS topology, circuit inventories, and device configuration baselines.
• Receive, assess, and resolve Tier 2-level incident tickets and work orders in ServiceNow; perform detailed technical troubleshooting on USCIS network devices, including routers, switches, firewalls, and load balancers, to restore service within SLA requirements.
• Lead escalation coordination with Tier 3 engineers, Shift Supervisors, USCIS OIT, and external vendors during complex or critical network incidents; participate in technical bridge calls and document all remediation actions and outcomes in ServiceNow.
• Generate recurring WAN performance reports using SolarWinds Orion and VMware VELOCloud SD-WAN; conduct Splunk log analysis to identify root causes, emerging trends, and recurring issues impacting the USCIS enterprise environment.

Requirements

• Must have a minimum of 3–5 years of experience in network operations or enterprise network administration with demonstrated knowledge of WAN/LAN environments, SD-WAN technologies, and enterprise ITSM platforms such as ServiceNow.
• Desired skills include hands-on experience with VMware VELOCloud SD-WAN, Cisco ISE, InfoBlox, AlgoSec, or Splunk in an enterprise network operations environment, familiarity with cloud-hosted infrastructure monitoring in AWS GovCloud or Microsoft Azure, and experience supporting SD-WAN or cloud migration activities.
• Prior experience in a federal government, DHS, or USCIS IT operations environment; an active or previously held DHS Public Trust background investigation is a plus.
• Certifications: At least one of the professional certifications: Cisco CCNA (Cisco Certified Network Associate) or higher, AWS Solutions Architect Associate or Microsoft Azure Administrator Associate; equivalent cloud associate-level certification relevant to enterprise cloud monitoring environments, CompTIA Network+ or equivalent vendor-neutral associate-level networking credential.

Additional Information

• Clearance: Must possess a Public Trust clearance or be able to obtain one.
• Work Environment: On-site in MS as required by the contract.
• This is a full-time, W2 position.

Salary

$45,000 to $65,000 Annually