SMART Technical Operations Lead (Job Number:404324)
Description:
The Vanguard 2.2.1 program currently has an opening for a SMART Technical Operations Lead to support the Department of State (DoS) Bureau of Information Resource Management (IRM). Vanguard 2.2.1 currently supports IRMs Main State Message Center (MSMC) Divisions technical operations as it relates to the State Messaging Archival Retrieval Toolset (SMART) and Telegram Delivery Service (TDS) systems. The team performs Tier 1/2 support requests including incident and data remediation, to ensure quality delivery of services to IRM users globally across the enterprise on a 24x7x365 basis. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and internal and customer stakeholders.
The SMART Technical Operations Lead is a highly motivated leader, focused on operational efficiency and disciplined processes that support mission- critical, command and control production environments. This role has leadership responsibility for a team of system monitors, technical administrators and messaging analysts and works hand-in-hand with other support organizations including Tier 3 development and pre-production teams. Additionally, this role has authority and sets the direction and action for support during incident management and will escalate to senior management as appropriate. The Technical Operations Lead manages a 24x7x365 highly available, on-call environment. This is a high-profile role, working in a high-pressure environment and demands a dynamic individual with great communications skills, acumen and the ability to assimilate information quickly, with focus on incident and problem management. This position will primarily be for Monday through Friday, normal business hours. However, candidate may be required to be available after-hours and on weekends for escalations. Principal work location will be at the Harry S. Truman building and the Department of State, Annex 9 located in downtown Washington DC. Occasional travel (up to 20%) may be required within the Washington DC metro area.
RESPONSIBILITIES:
- Takes ownership of incidents to closure facilitating optimal system availability. Escalates and communicates as appropriate with internal and customer stakeholders. Coordinate with other support organizations across the enterprise.
- Supports the problem management process providing inputs to root cause analyses and suggests workarounds and/or solutions for recurring issues.
- Supervises daily activities of production, including leading and participating in daily standups, to ensure timely and effective reporting, tracking, follow-up and communications.
- Manages resource training, policy and procedure development or enhancements, operations monitoring and controls and continuous process improvement. Sets appropriate goals for the staff and monitors progress against the plan.
- Responsible for identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing. Evaluates risks and solutions before taking action so that action plans are timely, realistic and positive.
- Develops and maintains relationships with other support organizations including development and implementation teams.
- Responsible for meeting performance based metrics and customer satisfaction objectives.
- Coaches and mentors the team in industry best practices in information technology service delivery and the appropriate behaviors associated with building a high performing team.
- Promote a collaborative team environment that fosters creativity, innovation and high performance.
Qualifications
:
DESIRED SKILLS & CERTIFICATIONS:
- Technical experience: MS Windows Server 2003/2008, MS SQL 2008, MS SharePoint 2008, MS BizTalk 2009, MS IIS, Active Directory, VMware
- Knowledge of telecommunications and telegraphic principles, methods, practices and techniques.
- Experience with BMC Remedy.
- ITIL, Six Sigma, CSM, and other PM certifications preferred.
REQUIRED EDUCATION/SKILLS:
- Bachelors Degree in related technical discipline and 7+ years of experience in Operations/Production support lead roles in the technology industry supporting a 24x7x365 environment.
- 2 years minimum experience in leading teams of 5 or more technical resources.
- Possesses a positive attitude to identify problems, take ownership, and provide solutions.
- Exceptional oral and written communication skills with experience working directly with customers including VIPs.
- Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables.
- Possess an inclination for critical thinking and analytical approaches to solving problems dealing with issues that are not readily defined and/or conflict with available information with the ability to reach sound decisions quickly.
- Exhibits objectivity and openness to others views as well as gives and welcomes feedback.
- Demonstrate an adaptive style that is flexible and effective in gaining cooperation of others.
- Able to balance the workload of team members and supervise individuals of varying abilities
Must have an active Top Secret clearance to start with ability to obtain TS/SCI
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Jun 17, 2014, 5:26:16 PM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Top Secret
Clearance Level Must Be Able to Obtain: Top Secret/SCI
Potential for Teleworking: No
Travel: Yes, 25% of the time
Shift: Day Job
Schedule: Full-time
Description:
The Vanguard 2.2.1 program currently has an opening for a SMART Technical Operations Lead to support the Department of State (DoS) Bureau of Information Resource Management (IRM). Vanguard 2.2.1 currently supports IRMs Main State Message Center (MSMC) Divisions technical operations as it relates to the State Messaging Archival Retrieval Toolset (SMART) and Telegram Delivery Service (TDS) systems. The team performs Tier 1/2 support requests including incident and data remediation, to ensure quality delivery of services to IRM users globally across the enterprise on a 24x7x365 basis. This is a critical role requiring a highly dedicated individual who can take ownership and provide procedural and technical support to various teams and internal and customer stakeholders.
The SMART Technical Operations Lead is a highly motivated leader, focused on operational efficiency and disciplined processes that support mission- critical, command and control production environments. This role has leadership responsibility for a team of system monitors, technical administrators and messaging analysts and works hand-in-hand with other support organizations including Tier 3 development and pre-production teams. Additionally, this role has authority and sets the direction and action for support during incident management and will escalate to senior management as appropriate. The Technical Operations Lead manages a 24x7x365 highly available, on-call environment. This is a high-profile role, working in a high-pressure environment and demands a dynamic individual with great communications skills, acumen and the ability to assimilate information quickly, with focus on incident and problem management. This position will primarily be for Monday through Friday, normal business hours. However, candidate may be required to be available after-hours and on weekends for escalations. Principal work location will be at the Harry S. Truman building and the Department of State, Annex 9 located in downtown Washington DC. Occasional travel (up to 20%) may be required within the Washington DC metro area.
RESPONSIBILITIES:
- Takes ownership of incidents to closure facilitating optimal system availability. Escalates and communicates as appropriate with internal and customer stakeholders. Coordinate with other support organizations across the enterprise.
- Supports the problem management process providing inputs to root cause analyses and suggests workarounds and/or solutions for recurring issues.
- Supervises daily activities of production, including leading and participating in daily standups, to ensure timely and effective reporting, tracking, follow-up and communications.
- Manages resource training, policy and procedure development or enhancements, operations monitoring and controls and continuous process improvement. Sets appropriate goals for the staff and monitors progress against the plan.
- Responsible for identifying, coordinating, and implementing initiatives/projects and activities that create efficiencies and optimize technical processing. Evaluates risks and solutions before taking action so that action plans are timely, realistic and positive.
- Develops and maintains relationships with other support organizations including development and implementation teams.
- Responsible for meeting performance based metrics and customer satisfaction objectives.
- Coaches and mentors the team in industry best practices in information technology service delivery and the appropriate behaviors associated with building a high performing team.
- Promote a collaborative team environment that fosters creativity, innovation and high performance.
Qualifications
:
DESIRED SKILLS & CERTIFICATIONS:
- Technical experience: MS Windows Server 2003/2008, MS SQL 2008, MS SharePoint 2008, MS BizTalk 2009, MS IIS, Active Directory, VMware
- Knowledge of telecommunications and telegraphic principles, methods, practices and techniques.
- Experience with BMC Remedy.
- ITIL, Six Sigma, CSM, and other PM certifications preferred.
REQUIRED EDUCATION/SKILLS:
- Bachelors Degree in related technical discipline and 7+ years of experience in Operations/Production support lead roles in the technology industry supporting a 24x7x365 environment.
- 2 years minimum experience in leading teams of 5 or more technical resources.
- Possesses a positive attitude to identify problems, take ownership, and provide solutions.
- Exceptional oral and written communication skills with experience working directly with customers including VIPs.
- Strong organizational skills; ability to manage multiple tasks in a fast-paced environment with competing priorities and quick turnaround deliverables.
- Possess an inclination for critical thinking and analytical approaches to solving problems dealing with issues that are not readily defined and/or conflict with available information with the ability to reach sound decisions quickly.
- Exhibits objectivity and openness to others views as well as gives and welcomes feedback.
- Demonstrate an adaptive style that is flexible and effective in gaining cooperation of others.
- Able to balance the workload of team members and supervise individuals of varying abilities
Must have an active Top Secret clearance to start with ability to obtain TS/SCI
SAIC Overview:SAIC is a leading provider of technical, engineering and enterprise information technology services to the U.S. government. Our 13,000 employees deliver systems engineering and information technology offerings for large, complex government programs, as well as a broad range of higher-end, differentiated technology services. The company is headquartered in McLean, Va. For more information, visit www.saic.com.
EOE AA M/F/Vet/Disability
Job Posting: Jun 17, 2014, 5:26:16 PM
Primary Location: United States-DC-WASHINGTON
Clearance Level Must Currently Possess: Top Secret
Clearance Level Must Be Able to Obtain: Top Secret/SCI
Potential for Teleworking: No
Travel: Yes, 25% of the time
Shift: Day Job
Schedule: Full-time