Location
Bethesda, MD | United States
Job description
Position Title
Operations Manager
Position Type
Full Time
Position Location
Bethesda, MD
Tracking Code
01024
Daily Responsibilities
- Enterprise operations management for 24x7x365 operations and incident management services.
- Support in developing and managing operational services under the four (4) functional areas: Change Management; Incident Management; Tools & Monitoring Platform; and Problem Management.
- Manage all enterprise IT services provided to the Government and ensure production services are actively monitored on a 24x7x365 basis in a 99.99% operational availability environment.
- Manage incident management services based on governance and processes.
- As part of Continuous Process Improvement activities, recommend efficiencies and implement new processes once approved by the Government COR.
- Develop and maintain the Enterprise Operations Management SOP based on observations during Transition-In, notes, briefings, and interviews.
- Prepare and distribute reports, including: Daily Operations Report, Shift Change Report, 24-Hour Outage Report Summary, Incident Report, and IT Service Alert Communication.
- Develop and maintain Disaster Recovery (DR) plans for the Technology Operations Center (TOC) and perform annual test of plans to verify that all components of the plan perform as expected.
Required: Years of Experience (min)
- 5+ years of experience working in 24x7x365 IT Operations environment
Required: Degree
- Technology related undergraduate degree or 10 years’ experience in Operations Management.
- Bachelor's degree preferred for computer science, engineering, or a related field
Required: Experience
- Knowledge of network operation, applications, hardware, monitoring, and operating systems, supporting approximately 45,000 users.
- 5 years leading a team in the 24x7x365 IT Operations environment.
- 5 years working in an Operations environment as a Critical Incident Manager.
- Experience writing reports for executives.
- Experience developing reports in ServiceNow.
- Proven experience as an incident manager or similar role.
- Knowledge of incident management systems and tools.
Required: Clearance
- Security/Background Check
Job tags
Salary
