The team Shall support a government agency in developing and managing IT governance procedures; providing IT infrastructure and IT services required to manage and operate Government IT resources and business functions; operation and maintenance of IT systems, keeping IT systems viable with supported vendor releases and software updates; deployment of integrated information systems; and protection of critical infrastructure. The Operation/Incident Managers provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Generally interacts directly with the customer/user when the product is highly technical or sophisticated in nature, such as with systems level software where the user has a technical background. Additionally, may interact with product support personnel and potentially the customer when the customer's problem cannot be resolved directly by first-level resources. (It should be understood that this is not intended to be a detailed nor comprehensive description of any individual employee's job content. Managers set the specific duties and responsibilities for each employee). The Operations/Incident Managers shall provide 24x7 operations (shift work) and incident management services, coordination of “Process Management,” scheduling and reporting for OMS monitoring services, as well as monitoring of non-critical services. The Operations/Incident Managers shall also continuously maintain an enterprise-wide schedule of all planned preventive maintenance activities across CIT, i.e. industrial standard change management functions. The Government requires the Operations/Incident Manager to perform active monitoring 24x7 and maintain 99.99% operational availability. The Contractor shall open, monitor/track, and report the status and closure of events occurring within these management processes, and document them in the ServiceNow tracking system (or replacement). Experience in the following areas preferred: Critical Incident Management Services; Tier 1 Enterprise Operations Management Standard Operating Procedure (SOP); Operations Management Reports; Maintain Disaster Recovery Plans and Continuity of Operations.
• Bachelors and six (6) years or more of related experience; Masters and four (4) years or more experience; PhD and 0 years related experience.
o 10 years’ experience in Operations Management in lieu of degree
• Five years working in 24x7 IT Operation environment, including knowledge of network operation, applications, hardware, monitoring, and operating systems, supporting approximately 45,000 users
• Three years leading a team in the 24x7 IT Operations environment
• Five years of experience working in Security Operations environment as a Critical Incident Manager
• Experience writing reports for executive leadership
• Public Trust