This position is for Monday through Friday, normal business hours. However, employee may be required to provide after-hours and weekend support during planned or emergency events.
The Senior Operations Program Manager position leading the 24x7 Network Operations Service Line will provide leadership, mentoring, and in depth day to day technical guidance and management oversight to a large team of network and system engineers. The well qualified candidate will possess and apply sound management principles to set the tone and pace for the maturation of the Network Operations Service Line. In addition, a broad technical expertise across multiple LAN/WAN/MAN architectures will provide the technical background required to plan and implement organizational and process changes to continue to enhance SAIC’s services. The candidate must be capable of providing leadership, technical direction and supervision to the Network Operations Service Line personnel, supporting the delivery of tier 2 and tier 3 operations and maintenance activities. The candidate must be capable of evaluating system performance results, performing risk assessments, evaluating performance metrics, and managing and directing complex short term/high visibility projects.
Description of Duties:
Manage and integrate activities in accordance with contract requirements and ensure technical, schedule, cost, and financial performance. Identifies and analyzes minor variances, and recommends corrective actions.
Define or contribute to the program baseline then execute the program to comply with baseline requirements.
Manage risk, customer relationships, and matrixed program staffing.
Ensure compliance with quality standards and escalate challenges to leadership.
Support business development and program staff management.
Identify and remediate deficiencies in the provision of professional tier 2 and 3 O&M services relating to network operations
Review weekly and monthly performance metrics and develop customer reports and remediation plans as needed
Directs compilation of records and reports concerning operations and maintenance performance of network systems
Provides technical direction and guidance for the problem management process, including assessing and evaluating system anomalies. Supports the root cause analysis efforts to determine problems and develop remediation activities.
Collaborate with Cross-Bureaus and Agencies to plan and implement network changes as it relates to network operations
Directs and overseas the creation and maintenance of CONOPS and standard operating procedures
Experience in personnel management. Possesses the ability to develop leadership and management skills that require mentoring and feedback from supervisors.
Ability to escalate program issues to management for assistance. Provide input to corporate activities including performance reviews, compensation-related actions, and staffing and hiring recommendations. Raise personnel issues to appropriate internal support elements.
Ability to act independently while routinely being reviewed for soundness of judgment and overall quality and content.
Excellent oral and written communication skills
Self-motivation, professional demeanor and accountability
Expert written and verbal communication skills.
ITIL ® Foundation certification
Direct experience in planning, implementing, and managing an enterprise infrastructure that includes some or all of the following devices: Cisco routers and switches, a variety of encryption devices and SONET and DWDM architectures
Adept with ITIL best practices for incident and problem management as they relate to alarms and alerts for network elements via network management system(s)
Experienced with performing root cause analysis, risk identification, and risk mitigation
Current experience understanding the areas of system and infrastructure design, operations and network engineering
Experienced with network monitoring devices such as NeuralStar or other similar monitoring tools
Certifications: CISSP, CCNP, CCNA and PMP certifications considered a strong plus