Availability Manager, Level 1

Independent Software•Columbia, MD

12d

About The Position

As an Availability Manager, you will support the customer’s computer data communications systems by overseeing network event management, incident response, and operational troubleshooting efforts. You will lead operational activities to ensure network availability, performance, and compliance with established baselines. This role includes supervising a team of technicians responsible for day-to-day Network Operations and Maintenance (O&M) activities. You will make extensive use of Micro Focus tools, ServiceNow, and a strong understanding of the Open Systems Interconnection (OSI) model to manage incidents, coordinate responses, and support continuous service improvement.

Requirements

Strong troubleshooting and technical skills in networking and desktop support environments.
Solid understanding of network monitoring, event management, and incident escalation processes.
Strong time management, communication, interpersonal, and presentation skills.
Ability to operate effectively in a fast-paced, high-availability operations environment.
Experience with IT Service Management (ITSM) tools such as ServiceNow, Remedy, Service Manager, or equivalent (required).
Ability to work the assigned shift from 3:00 PM to 11:00 PM.
A minimum of three (3) years of experience supporting programs or contracts of similar scope, type, and complexity.
Bachelor’s degree in Engineering or a related field from an accredited college or university.
Four (4) additional years of relevant network engineering experience may be substituted in lieu of a bachelor’s degree.
Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Nice To Haves

Experience with enterprise monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).

Responsibilities

Lead incident response efforts during critical outages, ensuring timely resolution and proper notification to management and customer points of contact.
Implement and support moderately complex business processes, contributing to ongoing process improvement initiatives to enhance service delivery.
Identify operational issues or process enhancements of significance and implement corrective actions.
Supervise, evaluate, and develop technical staff to improve performance, professional growth, and quality of work output.
Address performance concerns and provide recommendations related to personnel actions as needed.
Prepare daily reports covering incidents, change and problem tickets, and SLA performance.
Develop summary reports for all major incidents occurring during assigned shifts.
Manage and coordinate Operations Center staffing and scheduling requirements.
Communicate effectively and professionally with personnel at all levels, from technicians to senior leadership.