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Operations Specialist

2 months ago

Washington, United States Ideal Innovations Incorporated Full time
About the Role

We are seeking a highly skilled Operations Specialist to join our team at Ideal Innovations Incorporated. The successful candidate will have the opportunity to gain experience supporting the delivery of operations and maintenance support services for all aspects of the ICAM and UC portfolio and program.

Key Responsibilities
  • 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 for O&M support.
  • Support Agile processes and participate in all standardized Release Planning, Scrum and/or reporting processes.
  • Analyze, author, and/or maintain O&M support services documentation.
  • Administer, maintain, operate and/or perform work in development/test labs in support of the ICAM/UC Program.
  • Develop and/or perform health checks 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 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 and ad-hoc basis.
  • Responsible for creating and maintaining new Service Level Agreements.
  • Identify gaps in workflow processes and present plausible solutions to government management.
  • Analyze and assess customer service requests and provide prompt technical solutions.
  • Prepare and submit progress, status and ad hoc reports to management.
  • Utilize trouble-ticketing software for timely ticket management.
  • 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.
  • Responsible for resources, work standards, schedules, and overall contract performance.
  • Develops plans and executes scheduled activities.
  • Compares work against quality, cost targets, and schedules.
  • Adjusts priorities and implements contingency plans to meet goals.
  • Organizes and maintains management files.
  • Attends meetings and reports issues and problems.
Required Qualifications
  • Bachelor's Degree in Engineering, Computer Science, Information Systems, or related field.
  • 8 years of experience or equivalent certifications.
  • Knowledge and experience in Identity Management, Authentication, Directory Services Management, Endpoint Management, PKI, and more.
  • 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.
  • Industry certifications (Sec+, CISSP, CCNA, etc.).
Work Schedule

Day and Afternoon Shift options: Day Shift- 6:00am-2:00pm, Afternoon Shift- 10:00am-6:00pm. Evenings- As required for emergency calls. 8 hours a day/ 40 hours a week.

Clearance

Current Top Secret required; TS/SCI with DOJ Poly preferred.

Location

Washington, DC.