Operations Specialist Lead

2 weeks ago

Washington, United States Ideal Innovations 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 FBI ICAM/UC portfolio and program is an organizational construct for managing an array of core material capabilities, solutions, and processes to enable FBI enterprise-wide digital identity, authentication, authorization, conditional access, and productivity cloud-based apps with cloud services, device management, and advanced security; to include email and communications platforms.
  • The candidate would work within a team focused on operating, managing, maintaining and upgrading four enterprise network enclaves. Additional cloud-based, hybrid, disjointed, unconnected, and/or connected networks, systems, applications and/or capabilities that may be accessed/utilized by personnel that have access will also be part of the Team's responsibility to operate, sustain and update.
  • This position requires coordination with personnel working on other ICAM/UC teams and/or Call Orders/TOs/contracts to ensure the successful connectivity, integration and strategic alignment with the ICAM/UC system infrastructure.
  • 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 that provide a trusted IT environment for the FBI and the efforts to protect the American People and uphold the Constitution of the United States.
Tasks:

The candidate will provide support to:
  • 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, as required, to support the ICAM/UC portfolio and program
  • Utilize FBI enterprise workflow applications/tools/ticketing systems, as required, to perform O&M support, including provisioning administration and support
  • Support Agile process and perform as agile team members and participate in all standardized Release Planning, Scrum and/or reporting processes
  • Analyze, author, and/or maintain O&M support services documentation including Standard Operating Procedures (SOPs), instructions, user guides, project plans, system documentation, technical documentation, configuration documentation, implementation/ install plans, enhancement documentation etc.
  • Administer, maintain, operate and/or perform work in development/test labs in support of the ICAM/UC Program
  • Develop and/or perform health checks, as needed and/or at the direction of the Government, to determine the status of the ICAM/UC system infrastructure
  • 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 for software and operating systems
  • Support QA/QC activities
  • Perform ICAM/UC system component and tool implementation
  • Maintain Information Assurance (IA) C&A Process compliance for ICAM/UC system components
  • Support system failover/COOP exercises that are coordinated by the FBI
  • 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 (products) to FBI personnel/users
Functional Responsibilities:
  • Responsible for creating, producing, and maintaining ticketing system reports and metrics 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 to government management/leads/staff
  • Analyze and assess customer service requests and provide prompt technical solutions
  • Prepare and submit progress, status and ad hoc reports to management and team leads, as required
  • Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner
  • Identify and document areas for process improvements
  • Contact and effectively communicate with users by telephone, electronic communications, or in person
  • Brings online, secures, or recovers software, hardware, or systems in accordance with procedures
  • Responsible for resources, work standards, schedules, reviewing progress reports, supervising personnel, communicating policies, purposes, goals, accomplishments and responsible for overall contract performance.
  • Develops plans.
  • Executes scheduled activities.
  • Compares work against, quality, cost targets, schedule and risk occurrence.
  • Adjusts priorities, resources and implements contingency plans to meet goals and objectives.
  • Using prescribed methods and information; develops draft inputs to program documentation for reviews and final draft documents for conformity to requirement and completeness.
  • Organizes and maintains management files; tracks preparation and delivery status of date deliverables.
  • Attends meetings, designs reviews, working groups and briefings; reports issues and problems; recommends solutions.
Required Qualifications:
  • Education: Bachelor's degree in Engineering, Computer Science, Information Systems, or other related scientific or technical management disciplines.
  • 10 years of experience (In absence of years of experience, certifications or past work may be used to show the level of experience needed to perform at this level.)
  • Knowledge and experience working with the following:
    • 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 Identity, Credential, and Access Management (ICAM) solutions that provide a trusted IT environment.
  • Experience administering the following components: Microsoft Exchange, Skype for Business, and Microsoft 365 (M365), to include support for the M365 E5 client service plan offering, which includes Exchange Online, Microsoft Teams, Outlook and OneDrive, as well as backend client support for the M365/Office 365 applications such as Word, Excel, PowerPoint, OneNote, and Access.
Desired Qualifications:
  • Previous experience working in/with FBI IT
  • Previous FBI IT experience performing ICAM/UC system component and tool implementation
  • Industry appliable certifications as they pertain to the position (Sec+, CISSP, CCNA, Oracle, MS SQL, etc.)
Position Type Shift Information:
  • Day and Afternoon Shift options
    • Day Shift- 6:00am-2:00pm
    • Afternoon Shift- 10:00am-6:00pm
  • 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

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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