Operations Manager

5 mesi fa


Castiglione in Teverina, Italia Systems Plus A tempo pieno

**Position Type**
- Full Time

**Position Location**
- Bethesda, MD

**Tracking Code**
- 01024

**Daily Responsibilities**
- Enterprise operations management for 24x7x365 operations and incident management services.
- Support in developing and managing operational services under the four (4) functional areas: Change Management; Incident Management; Tools & Monitoring Platform; and Problem Management.
- Manage all enterprise IT services provided to the Government and ensure production services are actively monitored on a 24x7x365 basis in a 99.99% operational availability environment.
- Manage incident management services based on governance and processes.
- As part of Continuous Process Improvement activities, recommend efficiencies and implement new processes once approved by the Government COR.
- Develop and maintain the Enterprise Operations Management SOP based on observations during Transition-In, notes, briefings, and interviews.
- Prepare and distribute reports, including: Daily Operations Report, Shift Change Report, 24-Hour Outage Report Summary, Incident Report, and IT Service Alert Communication.
- Develop and maintain Disaster Recovery (DR) plans for the Technology Operations Center (TOC) and perform annual test of plans to verify that all components of the plan perform as expected.

**Required: Years of Experience (min)**
- 5+ years of experience working in 24x7x365 IT Operations environment

**Required: Degree**
- Technology related undergraduate degree or 10 years’ experience in Operations Management.
- _Bachelor's degree preferred for computer science, engineering, or a related field_

**Required: Experience**
- 5 years leading a team in the 24x7x365 IT Operations environment.
- 5 years working in an Operations environment as a Critical Incident Manager.
- Experience writing reports for executives.
- Experience developing reports in ServiceNow.
- Proven experience as an incident manager or similar role.
- Knowledge of incident management systems and tools.

**Required: Clearance**
- Security/Background Check


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