Operations Support Center Lead #4890

GovCIO is seeking a motivated, career and customer-oriented Operations Support Center Lead to join our team in Annapolis Junction, MD.

 

Responsibilities include, but are not limited to:

• The Operations Support Center (OSC) Lead oversees activities related to IT Service Desk Support and systems monitoring.
• Manually uploading and processing higher level critical data files directly related to the ability of the organization to provide vetting services to TSA customer organizations
• Creation, analysis, escalation and transmission of critical reports providing time sensitive updates to TSA customer organizations on potential terrorist activity
• Coordinate the escalation and conduct bridge/conference calls for complicated maintenance activities and multi-system/service outages
• Provide advanced technical support on mission critical systems during maintenance activities and outages, including decision to implement failover functions when needed
• Proactive monitoring of the health of the systems and data flow using commercial and proprietary monitoring tools with the ability to make critical decisions based in information provided by the tool
• Verify system application execution to ensure mission critical applications are operating as expected
• Advanced troubleshooting of IT and non-IT related issues identified thru monitoring tools and system checks
• Perform Access Management roles, including processing User Access Requests for all systems, account creations, unlocking accounts and/or resetting passwords
• Onsite facilities checks verifying the integrity of the mission systems
• Create, consolidate and post daily shift logs
• Perform system optimization and troubleshooting functions, such as synchronization checks, record deletions, replaying messages and other data control functions
• Facilitate and lead emergency action procedures for the team
• Will be the point of contact for issues that are impacting the operations of the OSC.  The Shift Lead will escalate to the on-duty GWO, contractor OSC Deputy Managers and/or OSC Section Chief, as appropriate
• The OSC Lead will ensure all runbook updates have been completed
• Maintain status of SEV1 and SEV2 emails and times for required updates including contacting O&M lead in a timely manner
• The OSC Lead is responsible, in addition to the Shift Supervisor, to ensure proper coverage for their shifts and notify contractor management of any coverage issues 
• The OSC Lead is responsible to ensure operators complete all data loads in a timely fashion
• Identify, monitor and follow-up on any OSC equipment issues that impact mission availability
• Capable of creating and briefing daily, weekly and monthly briefing as required.
• Create and edit Standard Operations Procedures and other supporting documentation reflecting the current operational environment

Basic Qualifications:

• A Bachelor’s degree or equivalent in Computer Science or Information Systems with 12+ or more years related professional experience.
• A minimum of 2-4 yrs of experience with Remedy Incident Management or similar incident management tool (Updating/Correcting/Creating tickets, etc.)
• Strong working knowledge with Linux and Windows Account Management
• 2-4 years of experience with SolarWinds and Tivoli monitoring (or similar tools)
• Strong understanding of enterprise-wide application and infrastructure policies and procedures
• Ability to communicate and coordinate requirements with various customers and stakeholders on a variety of issues
• 4 years of prior experience in customer service or call center environment

• Ability to assist with maintaining documentation reflecting the current operational environment (ie: SOPs, Work Instructions, Update/Correct/Create)
• Prior experience in a lead role to include: Delegating tasks, mentoring junior operators, providing back up to Shift Supervisors when necessary

Security Clearance Requirements:

Active DOD Secret clearance and ability to obtain agency suitability clearance

 

TSA OPTIMA

Compensation Range (In compliance with Colorado's Equal Pay for Equal Work Act for remote or positions located in CO)

$100,510 - $175,890

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