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Lifecycle Operations Manager

Crystal City, VA, USA | BAE Systems

  • Industry:
  • Position Type:
  • Functions:
    Consulting - IT
    Project Management
  • Experience:
    7-10 years
Job Description:
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Maintains the lifecycle operations Service Level Objectives Requirement Performance Measurment standards. Experienced in service design ( including interconnections, business case analysis, etc.); Service Transition (including Change Management, Systems Development Lifecycle, lab/test and user acceptance test services, etc.); Service Operations (Tier 0-4 lifecycle support services, 24/7 service desk support, MAC support services, etc.); Security Operations (including vulnerability/patch management; security configuration technology baseline management; privileged accounts and service account management, etc.); IT Operations Management (including Portfolio) Provides expertise in project planning, task management, and control; including demonstrated use of project scheduling, cost management, change management, and tracking tools. Performs supervision and direction to ensure quality deliverables are created while managing costs, scheduling, and resources. Collaborates with Senior Government IT Staff, and performs work independently to ensure that project goals and objectives are met. Has direct past experience within 5 years of a candidate being on-board in the position.

Typical Education & Experience

Typically a Bachelor's Degree and 8 years work experience or equivalent experience

Required Skills and Education

Monitor IT Servers and Systems

Manage the monitoring of our customer’s servers, networks, and computer systems for irregularities and performance issues. Assess system data and error logs, along with user reports, to determine areas for improvement or repair. May also determine when systems or servers are due for upgrades.

Direct IT Technicians

Direct the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives. Asess current department needs and help desk inquiries and assigns personnel to resolve each issue. Manage 24-hour IT support and implement technician schedules.

Develop Department Policies

Develop IT policies and procedures to ensure that the department operates effectively and reliably. May require developing service level agreements (SLAs) for the help desk. Develop guides for users and technicians, such as FAQ documents or employee handbooks for IT department personnel.

Resolve Help Desk Escalations

Provide direct user support by handling help desk or service desk escalations. If IT technicians are unable to successfully resolve a user’s issue, the operations manager will assess the situation and devise a solution to the problem, which could include equipment replacement or repair if the problem is related to the end user’s hardware or software.

Oversee Upgrades and Installations

Preferred Skills and Education

ITIL Certification

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