Operations Manager

Role: Operations Manager

Location: Ft. Liberty, NC

Education/Certifications: B.S. Degree in IT Management; Security+ (IAT Level II); PMI certification (desired)

Years of Experience: 5+ years program/operations management experience

Clearance Level & Investigation: Secret

IA Cert Level (DoD 8570.01): IAT Level II (Security+)

Computing Environment Certifications: Required

Job Description:

Qualifications:

• Under general direction, oversees operational planning, establishment, execution, and evaluation of a multifaceted program/project typically consisting of a set of closely related subprograms or associated activities.
• Oversees fiscal, operational, administrative, and HR management of the program; seeks and develops outside funding sources, serves as principal point of representation and liaison with external constituencies on operational matters, and provides day-to-day technical/professional guidance and leadership as appropriate to the area of expertise.
• Requires B.S. Degree in IT Management or related field.
• Requires IAT Level II – Security Plus Certification.
• Security Clearance –SECRET.
• Responsible for total oversight, managing, & reporting on system operations within the enterprise.
• Must demonstrate proficiency in customer service skills, including telephone techniques with active listening, questioning, and writing skills.
• Familiarity with industry standards (ITIL, ITSM) to deliver IT services through ticketing systems for Service Management to establish and improve capabilities.
• Responsible for supporting service availability target of 99%.

Responsibilities:

• Support development of short and long-term IT plans by identifying specific technology solutions, technology refresh opportunities and recommendations to meet mission requirements.
• Develop and manage the Lifecycle Management Plan.
• Apply agile methodologies to all changes, releases, and initiatives.
• Coordinate fielding implementation schedules with IMOs or affected parties.
• Submit Requests for Change for all actions as defined per Change Management Policies.
• Provide acceptance criteria and testing summary for GOCO equipment.
• Provide pre-deployment release notes, documentation, records, and artifacts for release update and archival in the change management repository.
• Review problems and known errors identified during development/testing and collaborate with local divisions to determine solutions and disseminate to Customer.
• Define release plans consisting of roll out plan, production support, roles, and responsibilities for each action listed.
• Oversee deployment all approved changes, emergent upgrades, and enhancements of GFE, COTS, and GOTS systems.
• Provide local and remote site technical support to include pre-deployment assessment, system diagrams, topologies, technical documentation, and coordination of external support.
• Document benchmarks, milestones, test results & provide implementation guidance.
• Perform market research to identify emergent technologies and advancements; submit all findings to Customer for review and approval.
• Oversee Assistant IMO Team to conduct Service Operations, including oversight, managing, and reporting on all system operations within Customer’s enterprise.
• Manage central management hub that provides administrative, operational, customer service, and maintenance support for all incidents, as well as requests for new services for classified and unclassified IT environment.
• Utilize industry standard, such as ITIL Framework or ITSM, to deliver IT services through ticketing systems for Service Management to establish and improve capabilities.
• Support maintenance of 99% service availability target.
• Oversee Assistant IMO Team Operations to provide first line of support for IT Services, including VIP priority services; O&M and Tier 2 support; and Tier 1 call management support.
• Manage installation, operation, relocation, maintenance, and disposal of organizational IT devices, including laptops, desktops, monitors, tablets, telephones, printers, and peripheral devices.
• Provide Army 365/DoD365-SEC applications and Microsoft Teams Support.
• Maintain written guidelines and procedures; provide operational change reports.
• Oversee surge capabilities in support of critical or zero-day vulnerabilities, new Windows versions, and software releases.
• Support IT services for COOP and FOC.
• Oversee primary POCs for incident management, including rapid response for VIP and resolution of 90% of incidents within 30 days.
• Provide monthly reports for customer feedback metrics and summaries, ticketing metrics and trends, and incident/problem reports.
• Monitor and track incidents based on applicable SLAs.
• Coordinate with support groups, adjacent organizations, and end users to support incident management and oversee regular reporting on incidents.
• Manage incident prioritization to define priorities and prioritize VIP incidents over non-VIP incidents.
• Coordinate with local NEC to oversee incident escalation, including communication updates for ITIL processes, categorization of incident topic areas, assignment of tickets for resolution, and provision of software installation information for the CMDB.
• Track and manage all incident tickets via ServiceNow or other designated approved system; maintain Known Error Database.
• Track maintenance incident requests by ServiceNow and deploy fielding and maintenance teams.
• Conduct customer/user satisfaction callbacks & surveys; report results to COR.
• Design and maintain trouble ticket dashboard that tracks metrics for number of tickets in queue, duration of work; number of tickets generated by directorate or IMO, call volume of reported issues, trend categorization of incidents.
• Pull data from multiple data sources (i.e., SQL, ServiceNow, AD) and aggregate it into reports or dashboards as usable information for decision makers.
• Utilize scripting language to automate IT functions.
• Oversee servicing of classified and unclassified workstations using Government provided manufacturer warranty parts and system support.
• Oversee purge/slash/degauss of disk drives or storage media that cannot be repaired IAW AR 25-2 and 380-5.
• Provide problem management and resolution to record, manage, and escalate service problems.
• Analyze historical data to identify and eliminate potential incidents before they occur, provide monthly trend analysis on reported problems, identify underlying causes of incidents to prevent recurrences and disseminate solutions.
• Develop or suggest workarounds or solutions to incidents and disseminate solutions provided by local NEC or NETCOM.
• Suggest changes to eliminate known problems to maintain system functionality.
• Oversee management and processing of problem reports from user community.
• Oversee disposal of disk drives or storage media & provide appropriate documentation and notification to the Customer.
• Oversee software updates & storage with offsite SW repository recovery safe.
• Verify new software approved through appropriate RMF or Assess Only process prior to installation.
• Manage existing commercial warranties or service agreements for repair, replace, or resolve of hardware or software issues.
• Maintain real time view of network to measure current performance levels, and resource utilization of the HQ infrastructure.
• Perform network trend analysis monthly.
• Oversee verification and maintenance of communication kits for CG travel support.