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Program Operations Supervisor

2 months ago

Hinesville, Georgia, United States Bravura Information Technology Systems, Inc Full time

Position: Operations Manager

Company: Bravura Information Technology Systems, Inc

Location: Ft. Liberty, NC

Qualifications:

  • Bachelor's Degree in Information Technology Management or a related discipline.
  • Certification in Security+ (IAT Level II) is mandatory.
  • Possession of a Secret Security Clearance is required.
  • Experience of 5+ years in program or operations management is essential.

Role Overview:

The Operations Manager will be responsible for the strategic planning, implementation, and assessment of a comprehensive program or project that encompasses a series of interconnected subprograms or related activities. This role involves:

  • Overseeing the financial, operational, administrative, and human resources aspects of the program.
  • Identifying and cultivating external funding opportunities while serving as the primary liaison for operational matters.
  • Providing daily technical and professional guidance aligned with the area of expertise.

Key Responsibilities:

  • Assist in formulating both short-term and long-term IT strategies by pinpointing specific technological solutions and refresh opportunities to fulfill mission objectives.
  • Develop and oversee the Lifecycle Management Plan.
  • Implement agile methodologies across all changes, releases, and initiatives.
  • Coordinate the scheduling of fielding implementations with relevant stakeholders.
  • Submit Requests for Change in accordance with established Change Management Policies.
  • Provide acceptance criteria and testing summaries for equipment.
  • Generate pre-deployment release documentation and maintain records for change management.
  • Collaborate with local divisions to address issues identified during development and testing phases.
  • Define comprehensive release plans that outline rollout strategies, production support, and responsibilities.
  • Supervise the deployment of all sanctioned changes and upgrades across various systems.
  • Deliver technical support for both local and remote sites, including assessments and documentation.
  • Document key benchmarks, milestones, and test outcomes while offering implementation guidance.
  • Conduct market research to identify emerging technologies and submit findings for review.
  • Manage the Assistant IMO Team to ensure effective Service Operations.
  • Oversee the central management hub that provides comprehensive support for incidents and new service requests.
  • Utilize industry standards to enhance IT service delivery through ticketing systems.
  • Ensure the maintenance of a 99% service availability target.
  • Supervise the Assistant IMO Team in providing first-line IT support.
  • Manage the lifecycle of organizational IT devices and provide necessary support.
  • Maintain operational guidelines and procedures while providing reports on changes.
  • Oversee surge capabilities in response to critical vulnerabilities and software releases.
  • Support IT services for continuity of operations.
  • Manage incident response and resolution processes.
  • Provide comprehensive monthly reports on customer feedback and incident metrics.
  • Monitor and manage incidents according to applicable service level agreements.
  • Coordinate with support teams and users to enhance incident management.
  • Prioritize incidents effectively, especially those involving VIPs.
  • Track and manage all incident tickets through designated systems.
  • Conduct satisfaction surveys and report results to management.
  • Design and maintain dashboards for tracking incident metrics.
  • Aggregate data from various sources for decision-making purposes.
  • Utilize scripting to automate IT functions.
  • Oversee the servicing of workstations and ensure compliance with security protocols.
  • Manage the disposal of storage media in accordance with regulations.
  • Ensure timely software updates and maintenance of recovery systems.
  • Maintain a real-time overview of network performance and resource utilization.