Job ID: 194642
Location: WASHINGTON, DC, United States
Date Posted: Oct 14, 2019
Category: Information Technology
Subcategory: IT Systems Engineer
Shift: Day Job
Travel: Yes, 10 % of the Time
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No
The IT Operations manager oversees and directs the day-to-day infrastructure operations and maintenance activities, ensuring that systems, services, and infrastructure work reliably and securely. The IT Operations manager leads teams that implement and maintain networks and servers, respond to user help desk requests, and monitor system stability and performance. The IT Operations manager will provide guidance and leadership to the operations and maintenance teams and technicians, and directly support end users and customers by handling escalations, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues. The successful candidate will have full accountability for the operation and maintenance of the entire IT infrastructure.
Monitor IT Servers and Systems: Monitor the status of the agency’s servers, networks, and computer systems for irregularities and performance issues. The IT Operations manager assesses system data and error logs, along with user reports, to determine areas for improvement or repair. In this aspect of the role, the IT Operations manager may also determine when systems or servers are due for upgrades.
Direct IT Administrators and Technicians: Direct the activities of IT technicians, both to directly support customers and to assist with IT department upgrades and directives. The IT Operations manager assesses current technical needs and help desk inquiries and assigns personnel to resolve each issue. Manage and oversee business hours, after hours and weekend technical activities as needed. Provide mentorship and guidance to infrastructure platform Team Leads and technicians.
Develop Policies and Procedures: Develop operations and maintenance policies and procedures to ensure that the team operates effectively and reliably. Assist program manager in developing service level agreements (SLAs), reports and presentations. Oversee and assist in development of guides for users and technicians, such as Knowledgebase Articles (KBAs), Work Instructions and Design documents.
Resolve Service Escalations and Major Incident Management: Provide direct customer support by handling service desk and platform team escalations. If IT technicians are unable to successfully resolve a user’s issue, the IT Operations manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair. Provide effective management of Major Incident investigation, escalation and resolution, providing oversight and guidance of troubleshooting activities, customer communications and efficient service restoration.
Oversee Upgrades and Installations: Provide operational support of IT maintenance and administrative activities during systems upgrades, enhancements and installations. Introduce new methods to streamline the upgrade process, monitor the systems to ensure that it remains stable and usable, and maintain data security through the migration process.
Bachelors of Science (B.S.) degree in Information Technology, Computer Science, or Management Information Systems and fifteen (15) years or more of related experience; Masters and thirteen (13) years or more of related experience.
12+ years of experience in IT service delivery, including servers, network devices, databases and enterprise applications and systems
10+ years of experience in leading a team of 30 or more, effectively manage IT personnel and operations & maintenance priorities.
Must have ITIL v3 or v4 Foundation Certification.
Experience in process enhancement, developing and implementing policies and procedures for the Operations team based on ITIL and PMP principals.
Must have experience managing operation team performance using Service Level Agreements (SLA)
Project Management Professional (PMP) certification is highly desired.
Higher-level ITIL certifications such as Service Operation and Service Transition.
Direct "hands on" technical experience in one or more technical platforms, i.e., Microsoft Windows/Active Directory, Cisco Network, Oracle Solaris/Red Hat Linux, etc.
Experience in data center migrations and consolidations.
Experience with Microsoft Azure and Office 365
Excellent problem-solving skills and ability to analyze, identify and direct resolution of technical, administrative and process issues.
Must posses strong written and verbal communicators, able to communicate with team members, management personnel, and end users throughout the organization.
SAIC is a premier technology integrator, solving our nation's most complex modernization and systems engineering challenges across the defense, space, federal civilian, and intelligence markets. Our robust portfolio of offerings includes high-end solutions in systems engineering and integration; enterprise IT, including cloud services; cyber; software; advanced analytics and simulation; and training. We are a team of 23,000 strong driven by mission, united purpose, and inspired by opportunity. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $6.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see Working at SAIC. EOE AA M/F/Vet/Disability