Cloud IT Technical Support Services Manager

Clearance Level
Secret
Category
Solutions Architect
Locations
Bossier City, Louisiana
Maryland

REQ#: RQ84698

Travel Required: 10-25%
Public Trust: None
Requisition Type: Regular

General Dynamics Information Technology (GDIT) is seeking a Cloud IT Technical Support Services Manager (TSS Manager).

The key position will support GDIT’s established managed service offering in a multi-cloud environment utilizing an ITSM/ITIL framework. GDIT will deliver a MSP solution which will optimize and ensure continued performance excellence during the cloud migration and continued cloud operation of critical client business systems. 

GDIT is seeking an experienced self-directed TSS manager that has strong IT operational, organizational, collaboration, and strategic/analytical experience with the cloud computing life-cycle to perform a key role in delivering 24x7x365 support services utilizing and ITSM/ITIL framework. This effort will culminate in an abstracted, highly transportable environment delivered to the Government, to be instantiated “virtually” on the Government’s network infrastructure.  To ensure Cloud support services are delivered to the fullest extent, the SCOM will be expected to bring deep knowledge of cloud IT operations including service desk and cyber security best practices and work closely with all operational partners and vendors to deliver an ‘above and beyond’ end-to-end service to the Government customer.  The role will be utilized as a trusted agent for both the customer leadership and GDIT. 

For this effort, GDIT will use cloud based concepts to migrate and support the Government’s critical business applications by using customer-centric and ITIL-aligned service delivery models.   The application of these concepts will result in a framework for integrating commercial off-the-shelf, non-proprietary technologies to avoid “vendor-lock”.  Seeking a SSM that can lead an IT support team and manage the overall day-to-day service operations in a 24x7x365 support environment.  Responsibilities include:

  • Manage 24x7x365 cloud IT service desk in managed services environment

  • Provide integrated management and coordination of various cloud IT processes, including Incident Reporting, Change, Release and Problem Management processes

  • Utilize technical environment knowledge to assure services and components are designed and delivered to meet their availability targets.

  • Facilitate bridging the gaps between delivery teams and drive rapid recovery during incidents.

  • Provide a holistic view of the cloud IT environment and make recommendations to improve overall service.

  • Participate in system or application triage with support teams and / or vendors as necessary

  • Document incident root cause and communicate to stakeholders

  • Work with various technology teams to identify and implement lessons learned from each event

  • Monitor and reports on SLA adherence and team performance to published metrics

  • Monitor and reports on infrastructure trends and uptime metrics

  • Provide accurate and timely communications to ensure team alignment during incident response and change/release execution

Required Skills

  • 8+ years of experience in an information technology environment

  • 5+  years of experience in information technology focused on IT Cloud Operations that include troubleshooting complex network, server, storage, and/or application issues

  • Experience in managing a 24x7x365 Service Desk/Network Operations Center

  • Experience working with ITSM suites, e.g. ServiceNow

  • Experience in varied technologies (e.g. telecommunications, client server architecture, cloud infrastructures, enterprise and workgroup server platforms, Web applications, etc.)

  • Experience with various monitoring, performance, or capacity tools

  • Ability to solve complex, cross-functional issues

  • Strong knowledge of Server, Storage, Network, Middleware, Application and Cloud technologies.

  • A high degree of curiosity and a drive to seek more efficient ways of delivering service

  • Extensive experience in managing support services staff involved in incident, problem, change, and release management that including Root Cause Analysis and documenting outcomes

  • Ability to manage multiple shifts in a 24x7x365 environment and on-call responsibilities

  • ITIL Foundations v3 Certifications

  • Experience in cloud platforms and technologies

  • Experience with multi cloud and/or Enterprise-level environments

  • Experience with ServiceNow

  • Experience with Application Management Services; Automation and DevSecOps; Cyber Security Operations; Risk/Compliance, and Optimization/Transparency

  • Experience in delivering 24x7x365 services within defined SLAs & KPI/Metrics

  • Experience with large complex programs (preferably Enterprise level) providing Cloud operations in a 24x7x364 environment

Desired Skills

  • Experience working in a shared resource cloud environment

  • Experience working with Agile teams

  • Additional certifications with cloud technologies such as AWS, Azure

Education and Experience

  • Bachelor’s degree in MIS or a related field or equivalent experience

  • 8+ years of experience in proving support services within an ITSM/ITL framework

Clearance

  • Active DOD Secret Clearance

Travel

  • May be required to attend planning events or to work from a secured location


DESIRED QUALIFICATIONS: BA/BS (or equivalent experience), 10+ years of experience

We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.