Operations and Incident Manager
Washington, DC

Job Description

Job Description:

The Operations and Incident Project Manager will work closely with the PM in coordinating and executing infrastructure operations. The candidate will collaborate with the PM and the Chief Engineer of a small enterprise of no more than 2,000 users. The successful candidate will have significant knowledge of Office 365 platform, infrastructure services, and associated environment configurations. The Operations Lead will provide expert consultation and leadership to the PM and customer on topics such as infrastructure operations and maintenance, incident response, modernization best practices for problem resolution, and infrastructure-related strategies in supporting operational KPIs and meeting SLAs. The candidate will provide expertise in IT governance and work within an ITIL service delivery model. Key responsibilities include technical management and support of both on-premises and cloud tenets, identifying opportunities and the solution path for modernization from on-premises solutions to operating in cloud. The Operations Lead will support the PM in gathering and analyzing requirements, solution design, and execute the modernization plans, while delivering high customer satisfaction. Additionally, the candidate must possess strong creative, communication, and collaboration skills.

Primary Responsibilities

* Experience in providing incident response and problem management
* Expert in ServiceNow platform
* Experience in providing infrastructure and operational leadership
* Ensure seamless operations between various infrastructure components in a complex architectural environment
* Provide technical leadership in operational policies and procedures
* Ensure infrastructure SLAs are being met and ensure action plans are in place to monitor KPIs
* Implement operational best practices to align with specific business needs
* Support security audits to ensure full FISMA compliance.
* Presentation and requirements elicitation skills
* Attention to Detail - is thorough when performing work and conscientious about attending to detail.
* Customer Service - works well with clients and other vendors in achieving mission success and is committed to providing quality products and services.
* Strong Communication Skills - be able to expresses key ideas and obtain tangible feedback from cross-functional team members and stakeholders.
* Critical Thinking and Problem Solving - identifies risks and problems, and be able to conduct qualitative and quantitative analysis to generate and evaluate alternatives and to make recommendations.
* Familiarity with organizational change management
* Demonstrates a high degree of customer service and team work
* Knowledge of Agile/Scrum concepts
* Knowledge of ITIL concepts

.

Basic Qualifications

* Certified Windows Security Administrator
* ServiceNow certifications
* Typically requires a BA degree and 12 - 15 years of prior relevant experience or Masters with 10 - 13 years of prior relevant experience.

Preferred Qualifications

* ITILv Certified
* Cloud certifications
* Certified Windows Security Administrator
* Certified UNIX Security Administrator
* Certified Perimeter Protection Analyst
* Security Essentials, Critical Controls Certification, and Open FAIR™ Certification Program

Leidos is a Fortune 500® information technology, engineering, and science solutions and services leader working to solve the world's toughest challenges in the defense, intelligence, homeland security, civil, and health markets. The company's 32,000 employees support vital missions for government and commercial customers. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10.19 billion for the fiscal year ended December 28, 2018. For more information, visit www.Leidos.com .

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here .

Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to spam.leidos@leidos.com .

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.