Program Operations Supervisor

Position: Operations Manager

Company: Bravura Information Technology Systems, Inc

Location: Ft. Liberty, NC

Education/Certifications: B.S. Degree in IT Management; Security+ (IAT Level II); PMI certification (preferred)

Experience Required: 5+ years in program or operations management

Security Clearance: Secret

IA Certification Level (DoD): IAT Level II (Security+)

Required Certifications: Computing Environment Certifications

Job Overview:

Qualifications:

• Under general supervision, manages operational planning, implementation, and assessment of a complex program/project typically comprising a series of interconnected subprograms or related activities.
• Oversees financial, operational, administrative, and human resources management of the program; seeks and cultivates external funding sources, acts as the primary representative and liaison with external stakeholders on operational issues, and provides daily technical/professional guidance and leadership relevant to the area of expertise.
• Requires a B.S. Degree in IT Management or a related discipline.
• Requires IAT Level II – Security Plus Certification.
• Must possess a Security Clearance – SECRET.
• Accountable for comprehensive oversight, management, and reporting on system operations within the organization.
• Must exhibit strong customer service skills, including effective communication techniques with active listening, inquiry, and writing abilities.
• Familiarity with industry standards (ITIL, ITSM) to deliver IT services through ticketing systems for Service Management to establish and enhance capabilities.
• Responsible for maintaining a service availability target of 99%.

Key Responsibilities:

• Assist in the development of both short-term and long-term IT strategies by identifying specific technology solutions, opportunities for technology refresh, and recommendations to fulfill mission requirements.
• Develop and oversee the Lifecycle Management Plan.
• Implement agile methodologies for all changes, releases, and initiatives.
• Coordinate implementation schedules with IMOs or affected stakeholders.
• Submit Requests for Change for all actions as outlined in Change Management Policies.
• Provide acceptance criteria and testing summaries for GOCO equipment.
• Prepare pre-deployment release notes, documentation, records, and artifacts for release updates and archival in the change management repository.
• Review issues and known errors identified during development/testing and collaborate with local divisions to determine solutions and communicate to the Customer.
• Define release plans that include rollout strategies, production support, roles, and responsibilities for each action listed.
• Oversee the deployment of all approved changes, urgent upgrades, and enhancements of GFE, COTS, and GOTS systems.
• Provide technical support for both local and remote sites, including pre-deployment assessments, system diagrams, topologies, technical documentation, and coordination of external support.
• Document benchmarks, milestones, test results, and provide implementation guidance.
• Conduct market research to identify emerging technologies and advancements; submit all findings for Customer review and approval.
• Supervise the Assistant IMO Team to conduct Service Operations, including oversight, management, and reporting on all system operations within the Customer's enterprise.
• Manage a central management hub that offers administrative, operational, customer service, and maintenance support for all incidents, as well as requests for new services for classified and unclassified IT environments.
• Utilize industry standards, such as ITIL Framework or ITSM, to deliver IT services through ticketing systems for Service Management to establish and enhance capabilities.
• Support the maintenance of a 99% service availability target.
• Oversee Assistant IMO Team Operations to provide first-line support for IT Services, including VIP priority services; O&M and Tier 2 support; and Tier 1 call management support.
• Manage the installation, operation, relocation, maintenance, and disposal of organizational IT devices, including laptops, desktops, monitors, tablets, telephones, printers, and peripheral devices.
• Provide support for Army 365/DoD365-SEC applications and Microsoft Teams.
• Maintain written guidelines and procedures; provide operational change reports.
• Oversee surge capabilities in response to critical or zero-day vulnerabilities, new Windows versions, and software releases.
• Support IT services for COOP and FOC.
• Oversee primary points of contact for incident management, including rapid response for VIPs and resolution of 90% of incidents within 30 days.
• Provide monthly reports for customer feedback metrics and summaries, ticketing metrics and trends, and incident/problem reports.
• Monitor and track incidents based on applicable SLAs.
• Coordinate with support groups, adjacent organizations, and end users to support incident management and oversee regular reporting on incidents.
• Manage incident prioritization to define priorities and prioritize VIP incidents over non-VIP incidents.
• Coordinate with local NEC to oversee incident escalation, including communication updates for ITIL processes, categorization of incident topic areas, assignment of tickets for resolution, and provision of software installation information for the CMDB.
• Track and manage all incident tickets via ServiceNow or other designated approved systems; maintain a Known Error Database.
• Track maintenance incident requests by ServiceNow and deploy fielding and maintenance teams.
• Conduct customer/user satisfaction callbacks and surveys; report results to COR.
• Design and maintain a trouble ticket dashboard that tracks metrics for the number of tickets in queue, duration of work; number of tickets generated by directorate or IMO, call volume of reported issues, and trend categorization of incidents.
• Aggregate data from multiple sources (i.e., SQL, ServiceNow, AD) into reports or dashboards as usable information for decision-makers.
• Utilize scripting languages to automate IT functions.
• Oversee servicing of classified and unclassified workstations using Government-provided manufacturer warranty parts and system support.
• Oversee the purge/slash/degauss of disk drives or storage media that cannot be repaired in accordance with AR 25-2 and 380-5.
• Provide problem management and resolution to record, manage, and escalate service problems.
• Analyze historical data to identify and eliminate potential incidents before they occur, provide monthly trend analysis on reported problems, identify underlying causes of incidents to prevent recurrences, and disseminate solutions.
• Develop or suggest workarounds or solutions to incidents and disseminate solutions provided by local NEC or NETCOM.
• Propose changes to eliminate known problems to maintain system functionality.
• Oversee management and processing of problem reports from the user community.
• Oversee the disposal of disk drives or storage media and provide appropriate documentation and notification to the Customer.
• Oversee software updates and storage with offsite SW repository recovery safe.
• Verify new software approved through the appropriate RMF or Assess Only process prior to installation.
• Manage existing commercial warranties or service agreements for repair, replacement, or resolution of hardware or software issues.
• Maintain a real-time view of the network to measure current performance levels and resource utilization of the HQ infrastructure.
• Conduct monthly network trend analysis.
• Oversee verification and maintenance of communication kits for CG travel support.