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Operations Specialist Lead

2 months ago

Washington, United States Ideal Innovations Incorporated Full time

US citizenship required Highlights: The candidate would have the opportunity to gain experience supporting the FBI with the delivery of operations and maintenance support services for all aspects of the FBI's Identity, Credential, and Access Management (ICAM) and Unified Communications (UC) portfolio and program. The candidate would work within a team focused on operating, managing, maintaining and upgrading four enterprise network enclaves. This position requires coordination with personnel working on other ICAM/UC teams and/or Call Orders/TOs/contracts. The candidate will ensure accurate and reliable IT capabilities that permit the efficient retrieval, sharing, use, and analysis of information across enterprise-wide ICAM and UC platforms. Tasks: Monitor, troubleshoot, operate, and maintain the FBI ICAM and UC system infrastructures. Continuously monitor and track the ticket queue and troubleshoot, address issues, and resolve unplanned service interruptions. Support, administer, maintain, and utilize ICAM/UC systems and applications. Utilize FBI enterprise workflow applications/tools/ticketing systems. Support Agile process and perform as agile team members. Analyze, author, and/or maintain O&M support services documentation. Administer, maintain, operate and/or perform work in development/test labs. Develop and/or perform health checks. Support monthly software, operating systems and other patch maintenance. Comply with the FBI's Change Management Policy and Procedures. Support transition planning and transition activities. Support QA/QC activities. Perform ICAM/UC system component and tool implementation. Maintain Information Assurance (IA) C&A Process compliance. Support system failover/COOP exercises. Provide metrics on system availability and use. Provide Tier 1, 2 & 3 support. Perform account management. Support existing and future service level agreements. Provide credentialing products, services, and capabilities to FBI personnel/users. Functional Responsibilities: Responsible for creating, producing, and maintaining ticketing system reports. Responsible for providing reports on a scheduled basis as well as an ad-hoc basis. Responsible for creating and maintaining new Service Level Agreements. Identify gaps in workflow processes and present plausible solutions. Analyze and assess customer service requests. Prepare and submit progress, status and ad hoc reports. Utilize trouble-ticketing software for opening/updating/closing tickets. Identify and document areas for process improvements. Contact and effectively communicate with users. Brings online, secures, or recovers software, hardware, or systems. Responsible for resources, work standards, schedules. Develops plans and executes scheduled activities. Compares work against quality, cost targets, schedule and risk occurrence. Adjusts priorities, resources and implements contingency plans. Organizes and maintains management files. Attends meetings, designs reviews, working groups and briefings. Required Qualifications: Education: Bachelor's degree in Engineering, Computer Science, Information Systems, or other related scientific or technical management disciplines. 10 years of experience. Knowledge and experience working with: Identity Management, Governance, and Lifecycle Management; Authentication, Authorization, and Access Management; Directory Services Management; Federation Services and Trust Relationships; Endpoint Management; Public Key Infrastructure (PKI)/Credentialing Systems/Services; Information Protection (IP), Data Loss Prevention (DLP), Digital Rights Management (DRM), and/or Information Rights Management (IRM); Endpoint Detection and Response and Identity Protection Support; Collaboration Services; Cloud-Based Productivity Services/Applications/Solutions. Experience evaluating, engineering and maintaining enterprise ICAM solutions. Experience administering Microsoft Exchange, Skype for Business, and Microsoft 365 (M365). Desired Qualifications: Previous experience working in/with FBI IT. Previous FBI IT experience performing ICAM/UC system component and tool implementation. Industry applicable certifications (Sec+, CISSP, CCNA, Oracle, MS SQL, etc.). Position Type Shift Information: Day and Afternoon Shift options. Evenings- As required for emergency calls. No shift differential. 8 hours a day/ 40 hours a week. US Citizenship: US citizenship required. Clearance: Current Top Secret required; TS/SCI with DOJ Poly preferred. Location: Washington, DC. Ideal Innovations, Inc. is an Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status. Ideal Innovations, Inc. is a VEVRAA Federal Contractor. #J-18808-Ljbffr