Effectively manage the customer’s infrastructure and catalog of services in order to provide maximum stability, availability, security, and reliability. Task requires extensive skills and experience to ensure prompt support of all the customer’s infrastructure network, servers, systems and related peripheral equipment, and respond to the support requests from users of those devices. This manager is responsible for creating and maintaining processes by which requests that cannot be completed by your customer Infrastructure Support Services are escalated to applicable
Service providers (Tier 4 vendors), and that such hand-offs are successful and monitored until resolution. Responsibilities of this position include:
Tier 3 and Tier 4 On-Site Support
Meeting Room Support
Video Teleconference Conference (VTC) Support
Email Services Support
Web Services and Share Point Support
ITSM System Support
Enterprise Software Delivery/Packaging and License Management Support
Enterprise System Backup and Restore
Enterprise Management Systems
BMC ProactiveNet O&M Support of the HQ Data Center Infrastructure
O&M Support of the Local IT Infrastructure
Business Content Management
IT Assets Management (ITAM) Program Support
Support of the Business Center Support
Telephony / Unified Communications and Collaboration (UCC) Systems Support
Account Management Services
Secure Vault Support
Freedom of Information Act (FOIA) request support
The IT Operations Lead will manage a staff of 60+ contractor personnel, responsible for delivery of all IT support services to IT users across the customer. The objective of the division is to integrate new technology that effectively supports the customer’s business demands in a cost-effective manner and maintain a stable and secure IT environment that protects and presents the information that facilitates the mission. ITOPS is focused on providing customers with quality, timely and cost-efficient maintenance, modernization, and technical support. The scope of this task includes all facets of operations for computer, network, communications, hardware, software, mission applications / systems, and infrastructure technologies. The primary objectives of the ITOPS task areas are to provide continuing IT services integration and technical support to the customer with an emphasis on customer service to meeting mission requirements. The ITOPS Task consists of four major areas of support:
• IT Customer Support Services – IT Customer Support Services include the IT Service Desk (SD) (Tier 1 user support) and hands-on support (Tier 2 functions). The IT Service Desk seeks to provide the user with an informed single point of contact support for all IT functions. Tier 2 provides user-centric support including user hardware and software delivery, installation, and break-fix support. Account management ensures currency and accuracy of all user and computer accounts.
• Infrastructure and Business Application Support Services – Infrastructure and Business Application Support Services consists of a number of programs that provide operational and maintenance support to all facets of the network infrastructure as well as business application support. The scope consists of the Tier 3 and Tier 4 operational support of System Administration, Storage Area Network, Network Attached Storage, Local Area Network, Wide Area Network, IT System Monitoring, Centralized Patching and Software Deployment, Internal and Public facing Web Services, Business Applications, Unified Communication and Collaboration/Telephony, Messaging, Business Continuity and Disaster Recovery. This area includes support services for IT Enterprise and business systems located at the customer site and cloud services. In addition, this area includes the Account Management Services that provide ongoing management of all user, machine and service accounts. This service also manages types and number of licenses.
• Continuity of Operations Plan (COOP) Services – COOP Services ensure that the Disaster Recovery (DR) site is ready to assume operational responsibility in case of full or partial loss of functionality of systems operating at the HQ.
• Training Support Services – Training Support Services develops and conducts User training for various customer IT-related COTS and custom applications and systems.
Bachelor’s degree and nine (9) years of experience; Masters and seven (7) years or more of experience.
Active Top Secret (TS) Clearance
At least 5+ years’ experience in IT Operations.
At least 4+ years’ experience in a Customer Support IT Service desk, to include Tier 1 user support and Tier 2 function support.
At least 4+ years’ experience in Operational Support of System Administrators, Networks, Web Services or Unified Communication.
Experience with Disaster Recovery (DR)
Must reside in the DC Metro Area
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