Availability Manager, Level 1

Independent Software•Columbia, MD

8d•Onsite

About The Position

As an Availability Manager Level 1 with Independent Software, you will supervise 24x7 operations center activities supporting mission-critical network operations. You will oversee incident response, staff scheduling, operational troubleshooting, reporting, and process improvement to ensure issues are identified, prioritized, and resolved in accordance with service level agreements (SLAs) and customer objectives. You will lead technical staff across a fast-paced operations environment and serve as a key communication point between operations personnel, management, and customer stakeholders.

Requirements

Three (3) years of related experience
Demonstrated experience scheduling and supervising staff in a 24x7 operational environment
Strong troubleshooting skills in networking and desktop support
Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent
Strong time management, communication, interpersonal, and presentation skills
Demonstrated leadership skills and experience developing high-performing teams
Ability to work effectively in a fast-paced, mission-critical environment with shifting priorities
Ability to provide on-call support or work non-standard hours as needed
Must be available to work one of the required schedules: Tuesday–Saturday, 2:00 PM–10:00 PM; OR Wednesday–Saturday, with assigned hours between 12:00 PM and 12:00 AM
Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Nice To Haves

Experience with enterprise management and monitoring tools such as HP OpenView, SolarWinds, or Splunk

Responsibilities

Supervise 24x7 operations center staff and ensure effective identification, prioritization, and resolution of operational issues
Lead incident response during critical outages, coordinate technical resources, and drive rapid resolution
Ensure timely communication of major incidents to management and customer points of contact
Implement core business processes and support process improvement initiatives
Identify operational or process improvements and drive successful implementation
Evaluate employee performance and provide coaching and mentoring to technical staff
Address performance issues and provide recommendations regarding personnel actions as needed
Prepare daily reports covering incidents, changes, problem tickets, and SLA status
Develop summary reports for major incidents occurring during assigned shifts
Prepare and manage staff schedules to maintain continuous coverage in a 24x7 environment
Communicate effectively with frontline technicians, management, and customer stakeholders