Operations Manager
Computer World Services (CWS)Corporation

Job Info

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Job Description

Computer World Services Corp (CWS) is seeking an exceptional candidate to serve as the Operations Manager for the National Institutes of Health (NIH) Center for Information Technology (CIT) Operations Management Services (OMS) project. CIT requires support for information technology (IT) service monitoring and continuous improvement of centralization and consolidation efforts to improve the quality of monitoring IT services, and to increase event management efficiencies in creating meaningful alerts leading to identification and resolution of incidents and root causes of problems in an expedited manner. The 24x7X365 IT operations teams are consolidated to create the centralized Operations Management Services (OMS) Monitoring Team Technology Operations Center (TOC) for all CIT services. Currently, the OMS Monitoring Team operates and maintains CIT monitoring tools including SL1, SCOM, and SiteScope, and utilizes xMatters/Everbridge to automatically send out notifications. The overall task includes monitoring approximately 12,000 individual devices that serve approximately 59,000 local area network (LAN) ports.

The Operations Manager will manage Operations Team activities at customer's Bethesda, MD location with customer coverage hours 7x24x365. The candidate will lead a team providing support for monitoring systems. The Operations Manager will sets policies and procedures for the TOC; manages TOC personnel in a 7x24x365 environment; interface daily with the customer on current status and updates on all outages and incidents; work with the Change Management team to identify and coordinate monitoring of critical infrastructure maintenance activities; work with the Problem Management team to develop and analyze RCA of incidents; and coordinate resources and activities during outages and customer affecting events through restoration of service. The candidate must possess the necessary technical certifications and skills to demonstrate competence in the relevant technical area(s) to ensure that resolution of complex technical issues effectively meets the customer's needs. The successful candidate will possess a high level of technical expertise, excellent problem-solving skills, and the ability to work collaboratively in a team environment.

Key Tasks and Responsibilities

Technical Leadership responsibilities:

* Oversee the operations team, ensuring effective and efficient delivery of services and projects.

* Develop and maintain standard operating procedures for operations.

* Ensure all deliverables are delivered on time, within scope, and within budget.

* Provide leadership and guidance to the engineering and operations team.

* Collaborate with other departments to ensure seamless operations and customer satisfaction.

* Develop and maintain strong relationships with clients.

Technical Support responsibilities:

Enterprise Operations Management:

* Provide 24x7x365 oversight of operational activities related to NIH IT services.

* Actively monitor production services and ensure a 99.99% operational availability environment.

* Conduct incident triage, data interpretation, and technical analysis using industry tools.

Incident Management:

* Implement and lead the Incident Management Process for disruptive events affecting CIT services.

* Ensure quick identification, assignment, acknowledgment, and resolution of incidents.

* Coordinate with relevant service areas and NIH organizational teams for incident resolution.

Enterprise Operations Management SOP:

* Establish and implement Standard Operating Procedures (SOP) for centralized Enterprise Operations Management.

* Continuously maintain an enterprise-wide schedule of planned preventive maintenance activities.

* Facilitate smooth handoffs between shifts to ensure continuity and coordination.

Monitoring Alert Escalation Process:

* Monitor CIT monitoring tools for events/alerts, evaluate authenticity, and process each event/alert.

* Follow the Monitoring Alert Escalation Process for timely escalation of unresponsive NIH organizational teams.

Shift Change and Reporting:

* Conduct 30-minute handover sessions between outgoing and incoming shifts.

* Prepare and distribute reports, including Daily Operations Report, Shift Change Report, and 24-Hour Outage Report.

* Incident Reports and Communications:

* Create accurate, brief, and clear outbound communications on incident status.

* Issue IT Service Alert Communications to notify and update specific NIH user communities.

Disaster Recovery and Continuity of Operations:

* Develop and maintain Disaster Recovery plans for the TOC.

* Perform annual tests linked to the Monitoring Platform DR test and provide a comprehensive DR Report.

Education & General Experience

* Technology related undergraduate degree or 10 years' experience in Operations Management.

* Bachelor's degree preferred for computer science, engineering, or a related field

* Five years working in 24x7x365 IT Operations environment, including knowledge of network operation, applications, hardware, monitoring, and operating systems, supporting approximately 45,000 users.

* Five (5) years leading a team in the 24x7x365 IT Operations environment.

* Five (5) years of experience 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.

* Excellent communication, interpersonal and leadership skills.

* Ability to work under pressure and meet deadlines.

* Problem-solving and decision-making abilities.

* Knowledge of incident management systems and tools.

Certifications

* ITIL 4 Preferred

Security Clearance

* TBD

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)

* May require local travel to customer sites.

* This position may require working outside of regular business hours, including nights, weekends, and holidays to support after-hour emergencies or surge support.

* May require sitting/standing for extended periods and performing tasks involving bending, stooping, and reaching.

* May require lifting and carrying heavy equipment.

* Potential continental US travel to other customer locations, if required

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at

or .

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