Operations and Incident Manager
Company: Leidos
Location: Fort Belvoir
Posted on: April 24, 2024
Job Description:
Description The 1901 Group at Leidos seeks an Operations and
Incident Manager (OIM) to support the Federal Trade Commission
(FTC) Information Management Services & Support (IMSS) program.
Candidate will be responsible for coordination and execution of
ongoing infrastructure operations, management, and maintenance. The
OIM will work cooperatively throughout OCIO including with the
Enterprise User Support Services (EUSS) Performance Manager to
ensure proper focus on incident & problem resolution, including
communication of status updates for incidents and outages to EUSS
to support effective communications to the FTC user community. The
OIM will interact with external service providers to analyze and
correct incidents and outages.The OIM is responsible to meet the
following performance requirements:
- Infrastructure Operations: The OIM will work to optimize and
minimize the cost of infrastructure operations and identify and
implement opportunities for improvement. The OIM will work with
OCIO management to define infrastructure support initiatives and
solutions for improving service efficiency and effectiveness. The
OIM is responsible for the development and continuous maintenance
of standard operating procedures for all aspects of infrastructure
operations.
- Service Level Management: The OIM will research and recommend
courses of action to prevent problems and to maintain agreed
infrastructure service levels for the user community. The OIM will
utilize metrics, key performance indicators, and service level
agreements to improve IT service delivery and maintain service
delivery standards.
- Incident Management and Response: The OIM is responsible for
overall management of contractor incident response. This includes
timely response to technical issues, resolution and remediation of
outages, incidents, service requests, problems, as well as timely
support for security incident investigations and provision of data
and metrics to system ISSOs.
- Service Transition: The OIM is responsible for the ongoing
execution of the ITIL-compliant Service Transition process. The OIM
must ensure that all infrastructure changes are in accordance with
the process.This position requires clear and concise communication
with internal team members and across multiple task areas and
clients, as well as external organizations (e.g., sub-contractors,
vendors, etc.) and customer executives. The position also works to
influence project/team leaders regarding solution design, process
and/or approaches to continuously improve and modernize the
customer's infrastructure.Primary Responsibilities:
- Lead the day-to-day operations of an IT environment for a
federal customer supporting approximately 1,500 end users.
- Ensure perpetual monitoring of the IT environment. Ensure that
services are up and operational - meeting and exceeding required
service level agreements (SLAs). Utilize metrics, key performance
indicators, and service level agreements for driving the
performance of IT service delivery. React with urgency to
identified environmental issues.
- Appropriately communicate status of the operational environment
and ongoing initiatives to multiple levels of leadership within the
customer team including but not limited to technical leads,
Contracting Officer's Representative (COR), internal consumers of
IT services, and executive leaders including the CIO.
- Coordinate and execute ongoing infrastructure operations,
management, and maintenance.
- Manage incident responses and ensure rapid restoration of
services that fail. Work cooperatively with the End User Support
Services (EUSS) Incident & Problem Manager to ensure proper focus
on problem resolution and effective communications to the FTC user
community.
- Proactively research and recommend courses of action to prevent
problems and to maintain high infrastructure service levels for the
user community. Support strategic improvements to the environment
including the migration of components and services to the cloud.
Coordinate with OCIO management to establish priorities and plans
of action.
- Track and respond to customer requests in a timely manner.
- Optimize and minimize the cost of infrastructure
operations.
- Ensure that all infrastructure changes and deployment of new
services comply with the customer-prescribed change management
process. Ensure all changes are well documented with test plans,
architecture and design documentation, roll-back plans, and any
other documentation required by the change process.
- Ensure development and continuous maintenance of documentation
describing the infrastructure environment including, but not
limited to, architecture diagrams, designs, standard operating
procedures (SOPs), and tracking lists necessary to accurately
maintain the server environment.
- Direct timely support of security incident investigations and
provide data and metrics to Information System Security Officers
(ISSOs) as required.
- Manage a team of three direct reports and approximately 20
onsite team members and 15 remote team members.
- Interact with vendors as required to support troubleshooting of
issues, coordinate changes, and develop strategic
improvements.
- Ensure security of the environment through adherence to
security standards and device configuration in accordance with FTC
security requirements.
- Use customer ticket management solution (ServiceNow) to log and
track all activities. Support development of dashboards and
capabilities to constantly monitor the environment.
- Ensure accurate tracking of infrastructure assets and a
perpetually accurate inventory of the environment.
- Serve as the point of escalation for on-call and after-hours
support requirements.
- Coordinate, support, and monitor after hours and weekend
network maintenance activities.
- Work onsite at customer site in Washington, D.C. at least two
days per business week, 8 AM - 5 PM Eastern. Remote work up to 3
days per business week is allowable with flexibility to support
maintenance activities and unplanned events (infrequent). In
general, as a leader, commit to being where needed as required to
ensure strong program performance.
- Attend technical and recurring status meetings as
required.Basic Qualifications:
- BS degree in a technical domain. and 12+ years of operations &
incident management experience supporting IT infrastructure support
programs/contracts with a comparable size and scope to this PWS,
supporting an environment of at least 1,500 users and agency
mission-critical applications and services. Additional years of
experience will be acceptable in lieu of a degree.
- Current ITIL 4 Specialist: Create, Deliver, and Support (CDS)
certification or commitment to obtain within six months of start
date (subject to customer approval).
- Experience managing cloud-based environments and services.
- Strong communication skills with excellent verbal and written
skills.
- Commitment to work onsite at our customer's primary location in
Washington, D.C. two days per week, 8 AM - 5 PM Eastern. Remote
work up to 3 days per business week is allowable with proximity to
Washington, D.C. sites within one hour commute time.
- Ability to work overtime and support off-hours maintenance
windows as required.
- Ability to perform physical work activities including standing,
walking, bending, squatting, crawling (e.g., while running/tracing
network cables) and lifting up to 50 lbs.
- Willingness to travel if required in support of job
responsibilities.
- Ability to obtain and maintain an FTC Position of Trust
clearance.Preferred Qualifications:
- 15+ years of operations & incident management experience
supporting IT infrastructure support programs/contracts with a
comparable size and scope to this PWS, supporting an environment of
at least 1,500 users and agency mission-critical applications and
services.
- Current ITIL 4 Specialist: Create, Deliver, and Support (CDS)
certification. Original Posting Date:2024-04-22While subject to
change based on business needs, Leidos reasonably anticipates that
this job requisition will remain open for at least 3 days with an
anticipated close date of no earlier than 3 days after the original
posting date as listed above.Pay Range:Pay Range $108,550.00 -
$196,225.00The Leidos pay range for this job level is a general
guideline only and not a guarantee of compensation or salary.
Additional factors considered in extending an offer include (but
are not limited to) responsibilities of the job, education,
experience, knowledge, skills, and abilities, as well as internal
equity, alignment with market data, applicable bargaining agreement
(if any), or other law.
Keywords: Leidos, Alexandria , Operations and Incident Manager, Executive , Fort Belvoir, Virginia
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