ProSync

  • Operations Framework Manager Level 3 (DH)

    ID
    2018-1969
    # of Openings
    1
    Category
    Program Management
    Clearance Level
    TS/SCI with Polygraph
    Location
    US-MD-Columbia
    Posted
    4/9/2018
  • Overview

    Multi-tasker. Leader. Flexible. Responsible. Analytical. Quick decision-making skills. If these apply to you, you need to apply to us. 

    Responsibilities

    Title of Position: Operations Framework Manager

      

    Description of Position:

    • Direct and Manage the delivery of IT services to an end-user community.  This is a leadership position with responsibility to execute the vision for the Operations framework on a large managed services contract.

    • Oversee development and implementation of processes and procedures that support Incident Management, Event Management, and Request Fulfillment as well as support continuous service improvement activities to maintain and exceed customer expectations.

    • In addition to collaborating with leaders of other frameworks, this position requires working directly with the customer and other IT service providers to establish process and procedures, with associated Operational Level Agreements, for activities supporting shared responsibilities. 

    • Ensure the seamless delivery of responsible services and the attainment of the associated Service Level Agreements.

    • Service Management

      • Maintain high performing service support functions including a Service Desk and Operations Center providing End User, Voice, Network, and VIP Support.
      • Own Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and responding to service improvement activities as required
      • Own the escalation process, be accountable for major incidents to ensure coordination amongst resolving parties, effective communication to stakeholders and swift restoration of services
      • Monitor, control and support all aspects of day-to-day operations; ensuring systems, methodologies and procedures are in place and followed
      • Account for the quality of service and performance; ensuring operational needs are factored into future demand from growth and projects
      • Ensure adequate staffing is maintained 24x7x365 to meet Service Level Agreements

      Meeting Support

      • Provide input into daily status meetings to include current operational status, issues encountered over the past 24 hours, trending issues or problems, and status of resolution.
      • Provide situational input into the Change Management Process

      Technical

      • Lead the Operations team to continually improve services within our span of control
      • Ensure training for members of the Operations Group is up-to-date and carried out and Standard Operating Procedures are followed by all.
      • Work with the Technical Design team to evolve standards for hardware, software, and security to facilitate proactive monitoring in the desktop environment and provide operational needs to satisfy Service Level Agreements
      • Ensure the execution of appropriate processes and procedures in response to conditions encountered within the environment

      Performance & Quality

      • Recommend changes to and provide input for Service Improvement Plans
      • Ensure actions that are planned to protect and improve services are carried out
      • Provide regular management reporting on IT Service performance
      • Manage staff including recruitment, mentoring, training, target setting and performance assessment
      • Be an ambassador for Operations, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

    Qualifications

    Education and Experience Required:

    • Bachelor of Science degree in IT Management, Computer Science, Engineering or related discipline or equivalent work experience. Master’s degree is desirable.
    • Twelve years’ enterprise systems support experience demonstrating responsibility supporting corporate applications, infrastructure, and/or network.
    • Five years’ experience leading a service oriented organization with preference on experience in an Operations Director/Manager role.
    • Understands how to drive and implement strategic technology solutions in support of critical business functions.
    • Demonstrated ability for independent decision making, supporting large customer groups, and providing guidance and direction to very visible projects.
    • Demonstrated ability to assume higher level leadership roles and responsibilities in critical situations
    • Ability to be on-call as well as flexibility including shift and responding off-hours
    • ITIL Foundations Certification
    • Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
    • Excellent leadership and people management skills
    • Excellent written and verbal communication skills
    • Willingness to support and mentor junior staff
    • Excellent customer facing/customer service skills
    • Able to work under pressure and meet deadlines

    Clearance Requirement:

    • TS/SCI with Polygraph

    ProSync's executive team creates and expands business opportunities, recruits talented and intelligent technology professionals, and fosters a company culture that empowers ProSync professionals to shape and mold the direction of their careers and the direction of ProSync.

       

    Employees of ProSync Technology Group, LLC and applicants for employment shall be afforded equal opportunity in all aspects of employment without regard to race, color, religion, political affiliation, national origin, disability, sex, age, or marital status.

       

    Email Staffing@prosync.com for more specifics regarding the position.

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