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Operations and Incident Manager
4 months ago
**Description**
The OIM is responsible to meet the following performance requirements:
- Infrastructure Operations: The OIM will work to optimize and minimize the cost of infrastructure operations and identify and implement opportunities for improvement. The OIM will work with OCIO management to define infrastructure support initiatives and solutions for improving service efficiency and effectiveness. The OIM is responsible for the development and continuous maintenance of standard operating procedures for all aspects of infrastructure operations.
- Service Level Management: The OIM will research and recommend courses of action to prevent problems and to maintain agreed infrastructure service levels for the user community. The OIM will utilize metrics, key performance indicators, and service level agreements to improve IT service delivery and maintain service delivery standards.
- Incident Management and Response: The OIM is responsible for overall management of contractor incident response. This includes timely response to technical issues, resolution and remediation of outages, incidents, service requests, problems, as well as timely support for security incident investigations and provision of data and metrics to system ISSOs.
- Service Transition: The OIM is responsible for the ongoing execution of the ITIL-compliant Service Transition process. The OIM must ensure that all infrastructure changes are in accordance with the process.
This position requires clear and concise communication with internal team members and across multiple task areas and clients, as well as external organizations (e.g., sub-contractors, vendors, etc.) and customer executives. The position also works to influence project/team leaders regarding solution design, process and/or approaches to continuously improve and modernize the customer’s infrastructure.
Primary Responsibilities:
- Lead the day-to-day operations of an IT environment for a federal customer supporting approximately 1,500 end users.
- Ensure perpetual monitoring of the IT environment. Ensure that services are up and operational - meeting and exceeding required service level agreements (SLAs). Utilize metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery. React with urgency to identified environmental issues.
- Appropriately communicate status of the operational environment and ongoing initiatives to multiple levels of leadership within the customer team including but not limited to technical leads, Contracting Officer’s Representative (COR), internal consumers of IT services, and executive leaders including the CIO.
- Coordinate and execute ongoing infrastructure operations, management, and maintenance.
- Manage incident responses and ensure rapid restoration of services that fail. Work cooperatively with the End User Support Services (EUSS) Incident & Problem Manager to ensure proper focus on problem resolution and effective communications to the FTC user community.
- Proactively research and recommend courses of action to prevent problems and to maintain high infrastructure service levels for the user community. Support strategic improvements to the environment including the migration of components and services to the cloud. Coordinate with OCIO management to establish priorities and plans of action.
- Track and respond to customer requests in a timely manner.
- Optimize and minimize the cost of infrastructure operations.
- Ensure that all infrastructure changes and deployment of new services comply with the customer-prescribed change management process. Ensure all changes are well documented with test plans, architecture and design documentation, roll-back plans, and any other documentation required by the change process.
- Ensure development and continuous maintenance of documentation describing the infrastructure environment including, but not limited to, architecture diagrams, designs, standard operating procedures (SOPs), and tracking lists necessary to accurately maintain the server environment.
- Direct timely support of security incident investigations and provide data and metrics to Information System Security Officers (ISSOs) as required.
- Manage a team of three direct reports and approximately 20 onsite team members and 15 remote team members.
- Interact with vendors as required to support troubleshooting of issues, coordinate changes, and develop strategic improvements.
- Ensure security of the environment through adherence to security standards and device configuration in accordance with FTC security requirements.
- Use customer ticket management solution (ServiceNow) to log and track all activities. Support development of dashboards and capabilities to constantly monitor the environment.
- Ensure accurate tracking of infrastructure assets and a perpetually accurate inventory of the environment.
- Serve as the point of escalation for on-call and after-hours support requirements.
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