<p>Assist the lead in providing continuous service improvement (CSI) management across the program Develop and maintain performance metrics in accordance with the CSI approach Raises issues, questions and concerns; Validates results, reports discrepancies, and follows through to ensure that all issues are resolved Design and implement CSI initiatives Monitor and analyze CSI performance data to identify trends and potential issues Collaborate across the program to identify and implement improvements Develop and maintain documentation for CSI processes and procedures Create and present regular reports on CSI initiatives and quality metrics to stakeholders Identify and implement best practices Participate in CSI planning and projects Bachelor's degree in Computer Science, Information Technology, or equivalent work experience 5+ years of experience in network operations, quality assurance, or related roles Strong understanding of network protocols, architectures, and technologies (e.g., TCP/IP, MPLS, SDN) Good working knowledge of the Service Management workflows and ITSM processes ITIL V3 or 4 certification and training Experience with network monitoring and performance management tools Proficiency in data analysis and statistical methods Excellent problem-solving and analytical skills Strong communication and interpersonal skills Ability to work in a fast-paced, dynamic environment TS/SCI with Poly required</p>