Technology Operations Manager

Job Summary

The Business Systems Manager plays a crucial role in overseeing the organization's Information Technology (IT) infrastructure and operations. This comprehensive position entails managing software and hardware integration, maintenance, and lifecycle management, alongside providing support for government-furnished equipment and databases.

Key Responsibilities

• Database Administration: Oversee the administration and maintenance of structure query language (SQL) databases, including database design, population, optimization, and backup and recovery.
• IT Support: Act as the primary point of contact for resolving IT-related incidents and service requests.
• Technical Support: Provide timely and effective support to internal stakeholders and end-users, troubleshooting technical issues and coordinating resolution efforts to minimize downtime and disruptions.
• Network Management: Engage with local staff, contractors, and representatives from the National Guard Bureau (NGB) to understand their reporting needs, priorities, and objectives.
• Reporting and Analytics: Utilize the configuration capabilities of enterprise asset management (EAM) software to design custom reports.
• Incident Response: Establish scheduling options for recurring reports, ensuring timely delivery of critical information to stakeholders.
• Quality Assurance: Conduct testing and validation of custom reports to ensure accuracy, completeness, and reliability of presented information.
• User Support: Provide training and support to users on accessing, interpreting, and utilizing custom reports effectively.
• System Monitoring: Implement continuous monitoring protocols to oversee the performance and availability of websites supporting operational activities.
• Security and Compliance: Utilize monitoring tools to detect and promptly respond to any issues or anomalies affecting website functionality.
• System Maintenance: Conduct regular maintenance tasks to ensure the ongoing reliability, and stability of websites, including updates, patches, and performance optimization.
• Contingency Planning: Coordinate scheduled maintenance activities during off-peak hours to minimize disruption to operational activities.
• Database Management: Provide oversight and management of the SQL database backends powering the websites ensuring adequate maintenance to support storage and retrieval needs.
• Performance Tuning: Conduct regular monitoring and performance tuning of SQL databases to optimize query performance, minimize latency, and enhance overall system responsiveness.
• Compliance and Security: Conduct regular audits and assessments of SQL database configurations to ensure compliance with organizational policies, regulatory requirements, and industry standards.
• Access Control: Implement strong authentication mechanisms to ensure access to website's databases.
• Data Security: Utilize encryption protocols to secure data transmission between clients and the database server, protecting sensitive information from unauthorized detection.
• Password Management: Enforce strict password policies, including minimum length requirements, complexity rules, and regular password expiration, to mitigate the risk of unauthorized access to database accounts.
• Security Incident Response: Regularly audit database access logs and monitor for suspicious activities, or unauthorized access attempts, promptly investigating and mitigating any security incidents.
• Network Design: Design and maintain the Unclassified Local Area Network (LAN) with redundancy and fault tolerance mechanisms to minimize the risk of network downtime.
• Incident Response Plan: Develop and implement an incident response plan to quickly respond and resolve network issues or outages.
• Documentation: Maintain comprehensive documentation of network configurations, procedures, and troubleshooting guidelines to facilitate rapid response to network incidents.
• Performance Analysis: Continuously analyze network performance data to identify areas for optimization and improvement.
• Incident Management: Establish clear procedures for incident management, including escalation paths, prioritization criteria, and resolution timelines.
• Database Administration: Maintain web-based Open Database Connectivity (ODBC)-compliant databases.
• System Upgrade: Upgrade the system as new technologies are developed to provide quality, real-time logistics support to the supported teams.
• System Monitoring: Monitor systems functionality to ensure system reliability.
• Help Desk: Operate a help desk and provide on-call technical support to teams.
• Maintenance Coordination: Coordinate maintenance activities for fielded equipment.
• Maintenance Management: Sustain a maintenance management system in compliance with DoD, Army, and NGB regulations.

Minimum Qualifications

• Troubleshooting: Ability to troubleshoot technical issues independently.
• Communication: Strong communication skills and ability to interact professionally with users at all levels of the organization.
• Problem-Solving: Strong analytical, problem-solving, and decision-making skills, with the ability to adapt to changing technology landscapes and business needs.
• Leadership: Excellent communication, interpersonal, and leadership skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Technical Knowledge: Strong understanding of Microsoft based technologies.
• IT Management: Demonstrated ability to effectively manage IT infrastructure, including hardware, software, and databases.
• Problem-Solving: Proven track record of identifying issues, analyzing root causes, and implementing effective solutions to optimize IT systems and operations.
• Leadership: Ability to lead and motivate teams, foster collaboration, and drive innovation in IT systems and processes.
• Project Management: Proven track record of successful project management and implementation of IT systems and initiatives.
• Customer Focus: Dedication to understanding and meeting the needs of internal and external customers, ensuring high levels of satisfaction and service quality.
• Adaptability: Flexibility to adapt to changing technology landscapes, business needs, and regulatory requirements to maintain the effectiveness of IT systems.
• Attention to Detail: Strong attention to detail with a focus on accuracy and precision in all aspects of IT infrastructure management and operations.
• Cybersecurity: Deep understanding of DoD cybersecurity requirements.
• Domain Knowledge: Knowledge of National Guard operations and DoD protocols.
• Security Clearance: Ability to obtain and maintain necessary security clearances.
• Citizenship: United States citizen.

Required Education and Experience

• Non-Military Personnel: Bachelor's degree in computer science, information technology, management information systems or related field. Minimum of three (3) years' experience in computer science, information technology, management information systems or related field.
• Prior Military Personnel: Senior Non-Commissioned Officer (NCO) with a minimum of ten (10) years' experience, or Company Grade Officer with minimum of three (3) years' experience in related field.
• Certifications: Network Operating System MCSE certification plus experience with Microsoft Server 2008 R2 and Active Directory.
• Web Development: Web creation experience using raw HTML coding.
• Network Administration: LAN/WAN experience using Cisco switches and routers.
• Networking: Experience with DHCP, DNS, and Domain Controllers.
• IT Support: Proven experience in IT support and maintenance, including server and workstation management, website monitoring and database administration.
• Government-Furnished Equipment: Demonstrated experience in supporting government-furnished equipment and databases, with a strong understanding of compliance requirements and security protocols.
• Database Management: Proficiency in SQL and experience with database management systems.

Preferred Qualifications

• Non-Military Personnel: Master's degree in computer science, information technology, management information systems or related field. Minimum of five (5) years' experience in computer science, information technology, management information systems or related field.
• Prior Military Personnel: Senior Non-Commissioned Officer (NCO) with a minimum fifteen (15) years' experience in related field, or Company Grade Officer with a minimum of five (5) years' experience in related field.
• Certifications: Relevant certifications such as CompTIA A+, Network+, Security+.
• Microsoft SQL: Microsoft SQL certification.

Competencies

• Customer Support
• Compliance and Security
• Continuous Improvement
• Training and Development
• Risk Management
• Change Management
• Software Development Lifecycle
• Software Integration
• Troubleshooting Skills
• Application Support
• System Administration
• Database Management
• Scripting and Automation
• Software Documentation
• Vendor Management

Physical Responsibilities

• Seated Work: Proficient ability to sustain extended periods of seated work at a desk or workstation.
• Physical Activity: Ability to move around the facility as needed to attend meetings, access equipment, and collaborate with colleagues.
• Lifting and Carrying: Occasional lifting and carrying of equipment or supplies.
• Safety Awareness: Awareness of safety protocols and procedures to ensure a safe working environment.
• Flexibility: Flexibility to work a rotating schedule as needed in the event of contingencies or as directed by management.

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