Infrastructure Operations Manager

SAIC•Washington, DC

1d•Onsite

About The Position

SAIC is recruiting for an Infrastructure Operations Manager to lead enterprise IT infrastructure operations and modernization efforts for a large Federal Department. The role is maintained as a contingency and is not currently open. The manager will work with customer stakeholders across the department, oversee a team of more than 140 people, manage priorities and projects, and lead infrastructure strategy, planning, implementation, cutover, and production operational support across the lifecycle of strategic platforms and IT solutions. The position oversees service delivery across multiple projects, teams, and locations; monitors information systems operations and contractual deliverables; and uses service-delivery metrics and technical configurations to recommend improvements. The manager is expected to resolve complex incidents and cross-team conflicts, ensure effective troubleshooting of data center systems and applications, maintain ticket queue quality, and support customer satisfaction. The role also includes mentoring and holding teams accountable, managing performance and priorities, and supporting business growth activities.

Requirements

Bachelor’s degree and 14 or more years of experience; or master’s degree and 12 or more years; or Ph.D. or JD and 9 or more years.
At least 8 years of management experience emphasizing infrastructure programs or projects, including mission-critical programs, IT systems implementation, and solution development.
At least 3 years of experience interfacing with and presenting to executives.
At least 4 years of proven experience managing a program with at least 100 personnel delivering infrastructure operations support services.
Experience leading and mentoring in an infrastructure operations environment.
Familiarity with ServiceNow is required.
Experience resolving major incidents and critical situations is required.
Ability to manage stakeholder priorities and projects, contractual deliverables, ticket queues, and ticket quality.
Strong written and verbal communication skills and the ability to resolve conflicts between functional teams.
Ability to work independently and manage multiple demands in a cross-functional hybrid environment.
Strong collaboration skills and a solutions- and customer-service-oriented approach.
U.S. citizen or Green Card holder.
Ability to attain a Public Trust clearance.

Nice To Haves

Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring or coaching cross-functional team members.

Responsibilities

Manage and supervise enterprise infrastructure personnel across multiple projects, teams, and locations.
Organize, direct, and coordinate planning and execution of infrastructure service delivery and business growth activities.
Manage customer priorities and projects, and hold program teams accountable for agreed priorities.
Manage contractual deliverables, ticket queues, and ticket quality.
Analyze service-delivery metrics and technical configurations, and lead recommendations on alternatives and performance improvements.
Provide managerial guidance for directing and monitoring information systems operations.
Lead identification and diagnosis of complex issues affecting network, systems, and application performance.
Ensure teams can troubleshoot data center systems and applications effectively.
Resolve major incidents and critical-situation problems, as well as conflicts between functional teams.
Support technical landscape cutover and production operations throughout the lifecycle of strategic platforms, IT solutions, and applications.
Understand internal customers’ strategic and tactical needs, close service gaps, and influence stakeholder perceptions of infrastructure services.
Lead, mentor, coach, and hold teams accountable; support risk management, skill development, task prioritization, and performance management.