Operations Manager

NCI Information Systems - Arlington, VA

Full-time - Mid Level

Arlington, VA

Professional, Scientific, and Technical Services

About the position

Empower AI is seeking an Operations Manager to join our team, providing essential support to the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) on the Platform Services contract. This role is pivotal in managing and maintaining the JSP-supported infrastructure across all managed platforms, ensuring that we deliver high-quality IT services to our customers in the Pentagon and National Capital Region (NCR). The Operations Manager will be responsible for overseeing the operations of the contract, which includes a structured approach to operating, managing, and maintaining the infrastructure, as well as defining requirements for future upgrades based on operational and customer trends. In this position, you will manage a wide range of daily operations, incidents, troubleshooting, and initiatives, including system and application upgrades. You will work closely with the On-Site Program Manager and Government Leadership to ensure that all operations align with the contract's objectives. The role also involves managing multiple complex IT projects, developing and implementing DoD-specific IT policies, processes, and procedures, and monitoring and reporting on client Service Level Agreements (SLAs). Your expertise will be crucial in driving standardization in the hosting environment and assisting customers in transitioning applications to the JSP IT environments, thereby enabling the delivery of services through various models such as Platform as a Service (PaaS), Infrastructure as a Service (IaaS), and Desktop as a Service (DaaS).

Responsibilities

• Perform duties associated with the entire scope of the contract.
• Manage a wide range of daily operations, incidents, troubleshooting, and initiatives, including system and application upgrades.
• Manage the overall operations of the contract in direct coordination with the On-Site Program Manager and Government Leadership.
• Manage multiple and complex IT projects.
• Develop, coordinate, and implement DoD specific IT policies, processes, and procedures.
• Manage, develop, monitor, and report on client Service Level Agreements.

Requirements

• Bachelor of Science degree in Computer Engineering, computer information systems, telecommunications, or management information systems.
• 2 - 7 years of documented experience relevant to this key position.
• Information Assurance (IA) Certification: DoDI 8570 IAT II certification.
• Recent and relevant technical certification for Computing Environment (CE).
• Top Secret security clearance.
• Ability to manage a wide range of daily operations, incidents, troubleshooting, and initiatives, system and application upgrades.
• Experience in managing and administering large complex IT projects (24/7) similar in size and scope to this order.
• Experience in developing, coordinating, and implementing DoD specific IT policies, processes, and procedures.
• Experience managing, developing, monitoring, and reporting on client Service Level Agreements.
• Thorough knowledge of backend server environments, storage networks, and networking infrastructures.
• Experience and understanding of STIG policies.
• Experience working as a Senior IT analyst, including requirements analysis, system design, project management, enterprise strategy, personnel management, system integration, and technology evaluation.
• Experience in Linux and Windows environments (Server 2008 and higher, Windows 7 and/or Windows 10).
• Equivalent professional experience and certification to Information Technology Infrastructure Library (ITIL) Foundation and Project Management Professional (PMP) or DAU Level III PM.
• Ability to understand and implement CAC/PKI procedures.
• Understanding of the Army Enterprise strategy, including Area Processing Center (APC) and DoD Joint Information Environment (JIE) initiatives.
• Demonstrated ability for oral and written communication with the highest levels of management.

Nice-to-haves

• ITILv4 certification