Deputy Operations Manager

Leidos•Concord, MA

About The Position

Leidos is looking for an individual to work with the Operations Manager to support the U.S. Air Force Cloud One Architecture and Common Shared Services contract. This is an exciting opportunity to use my experience modernizing a leading, global-scale multi-cloud (Azure, AWS, OCI, and GCP) environment in support of a critical mission, supporting USAF system resilience, security, and cost effectiveness. Focus on managing daily IT operations to ensure high performance, reliability, and alignment with business objectives. Provide leadership and mentorship to ITSM staff, fostering collaboration, continuous improvement, and adherence to agile organizational policies and standards.

Requirements

Bachelor’s degree and 8 years’ relevant experience or a Master’s degree and 6 years’ relevant experience.
5 years’ experience leading teams or projects.
Experience supporting mission-critical IT operations in high-availability environments.
Experience with incident management, troubleshooting, service restoration, log analysis, trend analysis, and root cause analysis.
Experience supporting Cloud environments and enterprise systems administration.
Experience coordinating with customers and stakeholders to resolve incidents, address service issues, and support operational requirements.
Experience with support ticket management systems and IT service operations processes.
Strong communication, leadership, organizational, and time management skills.
Must have an active DoD security clearance.

Nice To Haves

4+ years of experience managing the device configuration and patch management for an enterprise operation of a similar size, scope and complexity.
4+ years of experience managing service desk teams supporting the requirement that are similar in size, scope, and complexity to this customers environment.
4+ years of experience in communicating with Government personnel, including agency executives.

Responsibilities

Oversee service management processes, including incident and problem resolution, monitoring SLAs and KPIs, and implementing proactive corrective actions.
Led a multi-discipline team of multi-cloud engineers, network engineers, SRE engineers, as well as tier 2 and 3 service desk support personnel, to meet the operational requirements of a cloud computing environment supporting over 60 mission applications and systems from across the DoD to become the most effective operations and sustainment team.
Coordinate operational planning and execution, managing staffing and subcontractors within the operations organization.
Driving continuous improvement by optimizing operational practices, enhancing service delivery, and maintaining strategic vision, team priorities, and product roadmaps.
Integral part of the team that interacts with the customer to ensure satisfaction and assist with business growth and new task orders.
Work closely with IT functional support teams, application development, and business to ensure alignment of cloud services with overall business objectives.
Provide expertise on best practices to continually improve the implementation of Agile practices with the goal of exceeding performance objectives and reducing costs and schedule.
Drive change through the delivery of cross matrixed organizations.
Evaluate and communicate strategy, operational health, and incident action plans to executive leadership.
Oversee security and process audits maintaining compliance, responding to vulnerability scans, and providing audit artifacts.