CACI International - Huntsville, AL
posted 4 months ago
The Application and Platform Operations Center (APOC) Manager at NASA NCAPS is a pivotal role within CACI's Agile Digital Solutions Operating Group, responsible for leading application development and support for NASA's enterprise business systems. This position entails managing the Tier 1 Enterprise Service Desk (ESD) and Operations Centers, ensuring that teams are effectively improving enterprise transparency and facilitating cross-contract collaboration through ServiceNow. The APOC Manager will work in a fast-paced SAFe agile development environment, focusing on reducing operational and maintenance workloads across Agile Teams while enhancing service delivery and operational efficiency. In this role, the APOC Manager will oversee a team that provides 24x7x365 centralized performance, health, and capacity monitoring across multiple applications and platforms. Utilizing tools like Dynatrace, the manager will emphasize predictive analytics, proactive remediation, and self-healing capabilities. Responsibilities include incident triage, escalation to Tier 3 teams, and managing ticket resolution while monitoring incident SLAs. The manager will coordinate outages, troubleshoot issues across programs, and communicate effectively with end users and stakeholders. The position also requires mastering change and outage calendar management, collaborating with the Applications and Platforms Security Operations Center (APSOC) for security incident responses, and managing daily production operations support. The APOC Manager will ensure timely monitoring of services and interfaces, support critical processes outside of normal hours, and lead the development of standard operating procedures (SOPs) for incident management. Additionally, the manager will drive innovation through special projects and technical upgrades, monitor support ticket queues, and communicate metrics to senior customer stakeholders.