Computer Operator IV

SAIC•Oklahoma City, OK

3h•Onsite

About The Position

SAIC is seeking a Computer Operator IV to lead a team supporting operations of a large-scale computer system and multi-carrier wireless service portals at the Mike Monroney Aeronautical Center in Oklahoma City, Oklahoma. The role manages day-to-day operations, production schedules, system resources, customer requests, and asset records in support of ESC’s NWP customers. The successful candidate works independently under general direction, coordinates operational issue resolution with Federal leads, and trains and mentors team members to follow procedures and service levels. The position oversees processing, tracking, and completion of customer requests through FirstNet, AT&T, T-Mobile, and Verizon portals; serves as an escalation point for complex customer or portal issues; and prepares status reports, metrics, and performance indicators for NWP management. It also supports management decision-making by identifying trends, risks, and process-improvement opportunities, and manages the FAA asset management system to keep records accurate and current while ensuring compliance with applicable standards, policies, and security requirements.

Requirements

High school diploma or equivalent.
At least 7 years of experience operating a large-scale computer system or multi-server local area network.
At least 5 years in a supervisory or team lead role in IT or computer operations.
Demonstrated knowledge of hardware, software, and operating systems in an enterprise environment.
Working knowledge of ServiceNow or a similar IT service management or ticketing system.
Proficiency with Microsoft Outlook, Excel, and Word.
Strong understanding of operational workflows, scheduling, monitoring, and incident/problem resolution.
Excellent oral and written communication skills, including communication with Federal leads, customers, and team members.
Ability to work independently under general direction.
Ability to train, mentor, and manage team members.
Ability to build and maintain effective working relationships with customers and stakeholders.
Strong organizational skills, attention to detail, and ability to manage multiple concurrent tasks and priorities.
Ability to obtain and maintain a Public Trust clearance as required by the customer.

Nice To Haves

Experience working with FirstNet, AT&T, T-Mobile, and Verizon portals in a production or operational support capacity.
Familiarity with ESC NWP and/or FAA environments, processes, or systems.
Experience with ITIL-aligned service operations, including incident, request, and problem management.
Prior experience supporting Federal customers in a contractor role.

Responsibilities

Lead a team providing operational support for a large-scale computer system or multi-server local area network.
Ensure production schedules are met and computer system resources are used effectively and efficiently.
Coordinate resolution of production and operational issues with Federal leads, escalating when necessary.
Train and mentor team members and ensure they follow established procedures and service levels.
Manage team performance to meet operational and customer service objectives and maintain effective customer relationships.
Oversee team knowledge and use of FirstNet, AT&T, T-Mobile, and Verizon online portals to process customer requests.
Oversee processing, tracking, and completion of customer requests submitted through wireless service portals.
Train team members on the mission, priorities, and service expectations of ESC’s NWP customers.
Serve as an escalation point for complex customer or portal-related issues.
Create and manage reports on customer request status for NWP management using designated tools and systems.
Provide operational status updates, metrics, and performance indicators, including volumes, aging, turnaround times, and exceptions.
Identify trends, risks, and opportunities for process improvement to support management decision-making.
Manage the FAA asset management system and maintain accurate, complete, and current asset records.
Coordinate with stakeholders to track asset assignment, changes, returns, and disposals.
Ensure compliance with applicable standards, policies, and security requirements related to asset and system management.