IT Service Operations Manager

Full Time Bethesda MD Leidos

Description

Job Description:

Ready for change? Why not change with Leidos as our IT Service Manager to support a critical National Media Exploitation Center (NMEC) program that brings Document Exploitation (DOMEX) to the Intelligence Community (IC) using the DOMEX Data Discovery Platform (D3P) working in either Arlington, VA or Bethesda, MD or Reston, VA.
 
As the Service Manager, you will support a variety of management activities and practices with a team of about 100+ highly motivated, technical individuals who work in a collegial, collaborative work environment. The Service Manager will manage and lead a team responsible for building and maintaining the infrastructure, software and micro-services system deployment of the DOMEX Data Discovery Platform (D3P).  D3P is a next generation machine learning pipeline platform that will provide data discovery with cutting edge data enrichment, triage, and analytics capabilities to Defense and Intelligence Community members.

Your key role is leading and coordinating multiple team’s tasks and staff to ensure all the requirements are fulfilled in a timely manner for successful deployment and maintenance of the system as well as ensuring the deployed system meets customer’s expectations.  In addition, you would contribute to the formulation of strategic technology direction across all areas of responsibility, as well as delivering all infrastructure, application and end user operational services across our customer agency and partners. As the leader for IT Operations, you would define how the underlying technologies are delivered, bringing technical capability, features, self-contained product and value-added mindset.

Fun stuff you will be doing on the job:
•    Provide all customer-facing aspects for IT Operations, including a worldwide service desk, major incident management, day-to-day operational -field- support, and end-to-end customer relationship management. Includes all service management capabilities to ensure IT Operations is meeting service requirements across the system.
•    Be responsible for the maintenance and operational performance of IT-managed applications once they have been placed in production. 
•    Ensure the recovery time of an outage is minimized to prevent negative business impact and improve system availability. 
•    Improve resiliency of the application operational environment through effective agile development participation and root cause analysis and resolution, to reduce the number of application/features/capabilities outages over time, and ultimately be able to prevent outages and/or correct them before felt by the business.
•    Oversee the critical functions of the operational environment management, from hardware to middleware to features/functions/application services to end-point design. 
•    Provide a diverse set of infrastructure services including data center operations, cloud operations, database management, backup & storage, etc. 
•    Maintain critical relationships with managed service providers such as Elastic, VMWare, and others to enable delivery of services to our end customers. 
•    Develop relationships with external clients and organizations to assess their technology, support, and security needs
•    Offer innovative solutions that meet clients’ needs while remaining cost effective and help with process improvements
•    Ensure successful operation of current technologies while determining future operational technologies that will improve stability and scalability.
•    Manage projects by creating timelines, adhering to budgets, and assigning staff members
•    Track progress against the plan and create metrics
•    Create reports for top management of system overview, performance, upcoming features, etc.
•    Responsible for the end-to-end lifecycle of services from procurement through decommissioning, as well as cost transparency across IT Operations products and services. 
•    Ensure there is continual improvement in the efficiency & effectiveness of the entire organization through performance dashboards.
•    Provide all customer-facing aspects for IT Operations, including a worldwide service desk, major incident management, day-to-day operational -field- support, and end-to-end customer relationship management. Includes all service management capabilities to ensure IT Operations is meeting service requirements across the system.
•    Be responsible for the maintenance and operational performance of IT-managed applications once they have been placed in production. 
•    Ensure the recovery time of an outage is minimized to prevent negative business impact and improve system availability. 
•    Improve resiliency of the application operational environment through effective agile development participation and root cause analysis and resolution, to reduce the number of application/features/capabilities outages over time, and ultimately be able to prevent outages and/or correct them before felt by the business.
•    Provide technical leadership for the integration of requirements, design, and technology.
•    Attend program SCRUM meetings with various teams to ensure infrastructure requirements and deliverables are in alignment with application development/release schedules
•    Work as communicator, and collaborator in a multi project, multi contractor environment.
•    Identify and communicate risks in a timely manner

This is you:
•    A Bachelor’s Degree in Computer science, Information Technology, or a closely related discipline with at least 12 years of relevant professional experience or 4 additional years of experience in lieu of degree
•    Active TS with potential to obtain a TS/SCI with Polygraph clearance
•    At least 5 years of experience with customer service management
•    At least 5 years of experience within a data center environment 
•    At least 5 years of experience managing large teams including functional leads/managers to deliver software solutions
•    Experience with leadership and staffing
•    Experience with creating presentations, reports and metrics
•    Expertise in managing transaction workflow and messaging middleware solutions, including queues, messaging middleware, and other types of connectivity software that control message queues or transaction flows
•    Experience with creating and tracking plans
•    Experience with CI/CD and DevOpsSec
•    Experience establishing, maintaining, and communicating Application Programming Interface (API) standards for accessing transaction and messaging services
•    Experience designing and deploying platforms for the processing (extracting and carving), transport, storage, search, exploiting, and sharing of "big data" using physical computing resources (i.e. network, compute, storage) composed of clusters of commodity hardware to support "shared nothing architectures" (e.g. Hadoop)
•    Experience with Service Level Management tools such as Remedy, LoadRunner, etc.
•    Experience with ITIL service management processes and tools
•    Strong verbal and written communication skills

You will wow us even more, if you have these skills:
•    SAFe Certification.
•    ITIL Certification.
•    Experience with planning installing, configuring, and testing, hardware OS software configurations supporting virtual machines and containers.
•    Experience with deploying and configuring solutions to provide and manage access to physical, virtual, and cloud-based computing resources through software abstractions for resource allocation, access control, and usage monitoring; including hierarchical resource managers (e.g. Apache), software containers, software container orchestration engines (Kubernetes and Marathon), virtual machines, remote desktops, and virtual private networks.
•    At least 8 years of Linux environment experience including experience with shell scripting, networking, storage and release management.
•    Experience with virtualization and container platform known error and bug lists.
•    Experience with at least one development language such as Java, Python, Ruby, Java Script.

LInC
D3P
External Referral Eligible

External Referral Bonus:

Eligible

Potential for Telework:

No

Clearance Level Required:

Top Secret

Travel:

No

Scheduled Weekly Hours:

40

Shift:

Day

Requisition Category:

Professional

Job Family:

Systems Engineering

Pay Range:

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