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Operations Manager

2 months ago

Bethesda, Maryland, United States Leidos Full time
About the Role

Leidos is seeking an experienced Operations Manager to join our team in supporting a large IT customer. As an Operations Manager, you will play a critical role in overseeing the investigation and resolution of problems for systems, working closely with the Program Manager and Lead Systems Engineer to evaluate alternatives and provide support to the Department of Defense's mission.

Key Responsibilities
  • Oversee the work effort of a diverse team of IT System Administrators and System Engineers supporting core systems/services impacting enterprise operations.
  • Responsible for the supervision and performance management of the Task Order IT personnel.
  • Manage various sizes of cross-functional teams, both indirect internal and external resources, to understand and evaluate functional requirements, review technology/application alternatives, and develop innovative business solutions and designs with IT engineers and system administrators.
  • Work with TO PM to develop and implement technology roadmap, oversee, and manage projects, and provide the status of projects to the PM and senior management.
  • Coordinate response to service outages, track restoration efforts, and keep stakeholders informed.
  • Collaborate with Engineering, Technical Support Team, Cyber Security Team and Data Center manager to resolve issues impacting operations.
  • Develop and implement policies and procedures necessary to ensure subordinate Team Leads are following best business practices in the support of a large, multi-enclave, enterprise environment.
  • Manage projects internal to infrastructure operations and oversee outside projects to ensure seamless transitions between design/development and O&M.
  • Monitor system availability, conduct analysis of incidents, and provide data to leadership on a weekly and monthly basis to explain impact on customers, systems, and security.
  • Develop Key Performance Indicators (KPIs) to demonstrate to the customer the work effort and value provided by individual teams
  • Review O&M documentation, Standard Operations Procedures, provide insights to Team Leads, and ensure all staff are operating from the same documentation.
  • Update and provide update operational briefings and reports for customer and senior leadership.
  • Maintain high performing service support functions including IT service desk, desktop support for critical mission and customer.
  • Oversee training plans/efforts; develop methodology to train new employee and standardize training for existing employee.
  • Develop full-scale detailed project plans, IT operations processes and manage task dependencies and critical path.
  • Ensures tickets are created and works with team to ensure they are prioritized accordingly with the product owner.
Requirements
  • Experience interacting with, and briefing, military, and government civilian leadership.
  • Knowledge of Intelligence Community (IC) IT standards and best practices.
  • Experience conducting root cause analysis and providing recommendations to minimize future risk to the environment
  • Experience with supporting physical and virtual server environments.
  • Time management skills and the ability to shift focus between major topics at a moment's notice.
  • Strong oral and written communications skills.
  • Track record of effectively managing a large, diverse, team of IT professionals
  • Experience working with teams to improve existing processes and procedures.
  • Experience managing projects spanning the service lifecycle (implementation, upgrade, refresh, and decommission)
  • Experience with IT Service Management methodology
  • Experience with the Department of Defense Architectural Framework (DoDAF) and its relevance to standardizing documentation
  • Familiarity with the Risk Management Framework (RMF)
  • Familiarity with incident/change management ticketing systems such as Service Central and JIRA.
  • Candidate must, at a minimum, meet DoD IAT Level II certification requirements (currently Security+ CE, CCNA-Security, GICSP, GSEC, or SSCP along with an appropriate computing environment (CE) certification).
Preferred Qualifications
  • ITIL certification
  • Advanced Degree in a technical domain