Operations Manager

Operations Division Support. The GCC Theater Operations Division provides 24/7 operational oversight, support, and maintenance for all GCC-managed services residing on the Army's unclassified and classified portions of the DODIN-A.
* Plans and Exercise (PLEX) Support. Serve as the conduit for NETOPS task orders and bulletins used to disseminate ARCYBER and NETCOM directives down to all Army Service Providers.
* Current Operations Support. Provide 24/7 operational oversight, support, and maintenance for all GCC managed services residing on the unclassified and classified DODIN-A.
* Operations Center Support. Establish a management framework that ensures identification, ticketing, tracking, escalation, remediation, and reporting of issues and/or concerns impacting DoDIN-A warfighter operational capabilities from inception through closure IAW Operations Division SOPs.
* Monitor GCC Managed Terrain, Services and Capabilities. Monitor GCC managed DoDIN-A services, network, and capabilities on a 24/7 basis to identify, ticket, resolve and report any outages, intrusions, and any other issues impacting warfighter mission capabilities.
* NETCOP Management. Maintain and evolve the RCC's NETCOP to best depict the current service capabilities for all RCC managed DODIN-A terrain and services. Ensure the RCC NETCOP clearly depicts the status of all RCC-manage systems, networks, and capabilities (fully operational, degraded, and non-operational capabilities) and outlines current impact to services across the DoDIN-A as a whole.
* ASI Management. Coordinate, manage, track, and disclose all GCC, NETCOM, 7SC, Enterprise Services (A365, AVD, etc.), installation, and DISA ASIs that impact DoDIN-A warfighter operational capabilities to include all system maintenance and capability upgrades for DoDIN-A services, networks, and capabilities. Management of ASIs will be IAW GCC ASI SOP and DISA/IWOC ASI policies. Report any ASI that will impact critical systems and or services to Government leadership as outlined in Appendix C: ITIL Key Performance Standards.
* Service Desk Support. Provide service desk support to function as a single point of contact between the GCC and its internal and external customers. The service desk manages ticket incidents and service requests from inception through closure. "Closure" is defined as resolution of customer issue regardless of if the GCC or an outside entity resolved. Tickets shall not be closed in the event the GCC cannot resolve. All tickets are assigned a priority based upon the severity of the system, network, or capability that is impacted as listed in Appendix C: ITIL Key Performance Standards and per established policy and guidance.
* Ticket Prioritization. Ensure tickets are processed within the established timelines based upon the assigned priority (i.e. critical, high, or medium) as outlined in the Operations Division SOP. Incident response and remediation should be IAW Appendix C: ITIL Performance Standards.
* Incident Trending. Conduct trending for all incidents to identify recurring service issues tracked under problem management. Trending should be done on a real-time basis and rolled up monthly in a report that summaries key events and potential concerns for the Government.
* Problem Management / Root Cause Analysis. Track all recurring service issues and/or incidents under problem management and perform root cause analysis to identify, track, and resolve the recurring incidents permanently. Identify interim solutions and workarounds, when appropriate, to restore operations in the short-term, while a permanent solution is being identified, approved, and implemented. Coordinate with other service providers to frame the problem for a holistic DoDIN-A perspective specifically to address and collaborate on repetitive issues amongst all service providers.
* CCIR, Negligent Disclosure of Classified Information (NDCI), and PII Reporting and Management. Provide immediate notification to the Government Ops Watch Team of all reportable incidents (CCIRs) in accordance with published ARCYBER, NETCOM, 7th Sig Cmd (T), DODM 5200.01 Vol 3, and GCC CCIR reporting guidance. Information will be stored into a knowledge-based system IAW GCC storage procedures by the Contractor for the Government.

Basic Qualifications:

6 years of experience, may have lead experience
• Certifications: Information Technology Infrastructure Library Manager's Expert Certificate or higher. DCWF Code 431 Intermediate: CompTIA Security+ or Systems Security Certified Practitioner (SSCP)
• Must have and maintian a Secret Clearance
• Experience managing a team of technical professionals in an IT service desk-oriented environment
• Experience in the management of the Information Technology (IT) infrastructure within an organization, including the physical network (e.g., LANs/WANs, servers, terminals) as well as server applications and software

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