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Engineering Senior Manager - Service/Operations Lead

Company: Peraton
Location: Alexandria
Posted on: May 21, 2020

Job Description:

Peraton is looking for a Service Manager and Operation Lead, in Alexandria, VA.-- The manager will lead the service operations team to ensure IT services are delivered effectively and efficiently, including the fundamental processes of event, incident, knowledge and problem management, as well as request fulfillment. You will manage the analysis, planning, technical direction, and implementation of IT service management (ITSM) initiatives across the organization and work with stakeholders to ensure best practices are considered and integrated into a robust ITIL ITSM approach. You will provide day-to-day leadership and quality control to ensure IT operations are integrated with the ITSM approach. What you'll do... You will manage day-to-day activities of a Tier II/III support desk in support of a large, classified, unified communications system.You will oversee the opening, assigning, tracking and prioritizing incidents and coordination with the maintenance team, the network operations center, and the system sponsor to ensure incident and problem resolutionYou will be responsible for delegation of operational support personnel to open, assign, track, and prioritize incident ticket numbers for discrepancy status, resolution, and reportingYou will interact with key stakeholders to provide and process information in response to inquiries, concerns, and requests about products, services and statuses of incident ticketsYou will receive, coordinate and or provide situational reports (SITREPS) to main stakeholders supporting the system, and report updates to the necessary channels using multiple communication techniquesYou will maintain situational awareness of all networks, core services, and mission systems across multiple domains, platforms, and interfacesYou will provide updates on unique network health/status and operational impactsYou will advise stakeholders on operational impacts of change and task orders to component missions by serving in engineering reviews and change management boardsYou will maintain and update a ITSM system with modules supporting the ITIL concepts of service, incident, change, problem, and knowledge management libraries.You will direct interfaces between the Incident Manager, Problem Manager, Quality Control and other Service Management processes in coordinating with problem resolution teamsYou will directly supervise configuration management of the system to include asset management and system configurations.You'd be a great fit if you have...A BS degree in engineering or related STEM disciple with 10+ years of information technology experience and 5+ years of demonstrable ITIL/ITSM leadership, or commensurate combination of education, training and experience.ITIL or comparable ITSM, ITIL Managing Professional, or other higher-level certifications such as CORBIT, LeanIT, Six Sigma.Strong technical background in electrical engineering, communications engineering, computer science, or a related technical field. Demonstrated track record of providing actionable, innovative solutions based on rigorous analysis and application of science, engineering, procurement and other skills to customer problems.The ability to rigorously research problems and develop solutions and summarize findings both written and orally. Excellent ability to communicate to a variety of audiences and to work with people with disparate backgrounds in a highly dynamic environment.Experience with technical writing8570.01M-compliant security certification (CompTIA Security+, CCNA-Security, etc)An Active TS/SCI Clearance--It would be even better if you have...The ability to work in a high-pressure environment, meet deadlines, and simultaneously develop, deploy, and coordinate multiple projects, demonstrable by work historyExcellent interpersonal skills and demonstrated ability to work well in a team environment20 years of IT experience with 10 of those years supporting an ITIL environmentKnowledge of IT Service Management software such as BMC Remedy or Service NowExperience with implementing and maintaining a performance metrics programExperience with network monitoring tools such as Solarwinds and Cisco PrimePrevious experience supporting a Government and/or--Department of Defense customer--What you'll get-----An immediately-vested 401(K) with employer matchingRapid PTO accrual schedule with floating holidaysComprehensive medical, dental, and vision coverageTuition assistance, financing, and refinancingPaid maternity and paternity leaveCompany-paid infertility treatmentsCross-training and professional development opportunitiesThe ability to influence major initiatives----We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state, or local law.

Keywords: Peraton, Alexandria , Engineering Senior Manager - Service/Operations Lead, Executive , Alexandria, Virginia

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