Operations and Incident Manager

Leidos•Washington, DC

1d•$116,350 - $210,325•Hybrid

About The Position

Leidos is seeking a highly motivated Operations & Incident Manager (OIM) to lead enterprise infrastructure operations for the Federal Trade Commission (FTC). This is a high-visibility leadership role supporting a mission-critical federal environment that delivers secure, reliable, and modern IT services to FTC personnel nationwide. As the Operations & Incident Manager, you will serve as the operational leader responsible for ensuring the availability, performance, security, and continuous improvement of a complex enterprise infrastructure environment. You will lead incident response efforts, oversee service delivery, drive operational excellence, and coordinate cross-functional teams supporting data center, cloud, network, server, storage, collaboration, and cybersecurity services. This position offers the opportunity to influence strategic technology decisions, modernize federal IT operations, and work directly with senior government stakeholders, including OCIO leadership, Contracting Officer Representatives (CORs), Information System Security Officers (ISSOs), and executive leadership. The FTC relies on secure, resilient, and high-performing technology services to fulfill its mission. As the Operations & Incident Manager, you will play a critical role in ensuring enterprise services remain available, secure, and responsive while helping shape the future of the agency's IT infrastructure through modernization, cloud adoption, automation, and operational excellence.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, or a related technical field and 12+ years of experience managing enterprise IT operations and incident response in complex environments.
Additional relevant experience may be substituted for a degree.
Current ITIL 4 Specialist: Create, Deliver and Support (CDS) certification, or willingness to obtain within six months of hire (subject to customer approval).
Demonstrated experience leading operations and service delivery for large-scale IT infrastructure programs supporting at least 1,500 users and mission-critical systems.
Experience managing ITIL-based operational processes, including Incident, Problem, Change, and Service Transition Management.
Experience supporting hybrid and cloud-based infrastructure environments.
Strong understanding of enterprise infrastructure technologies, including networking, servers, storage, virtualization, cloud services, and cybersecurity operations.
Excellent communication, presentation, and stakeholder management skills.
Experience managing cloud-based environments and services.
Strong communication skills with excellent verbal and written skills.
Ability to work overtime and support off-hours maintenance windows as required.
Ability to perform physical work activities including standing, walking, bending, squatting, crawling (e.g., while running/tracing network cables) and lifting up to 50 lbs.
Ability to work onsite in Washington, DC at least two days per week and support occasional after-hours maintenance windows and incident response activities.
Willingness to travel if required in support of job responsibilities.
Ability to obtain and maintain an FTC Position of Trust clearance.

Nice To Haves

15+ years of enterprise operations and incident management experience supporting federal IT programs.
Current ITIL 4 Specialist: Create, Deliver and Support (CDS) certification.
Experience supporting federal civilian agencies and working within government operational environments.
Experience leading cloud transformation, infrastructure modernization, or data center migration initiatives.
Experience managing geographically distributed technical teams and subcontractor personnel.
Familiarity with ServiceNow and enterprise monitoring platforms.
Experience supporting environments subject to FISMA, NIST, and federal cybersecurity requirements.

Responsibilities

Lead Enterprise Operations: Direct daily operations supporting a large-scale federal IT environment serving approximately 1,500 users and mission-critical business systems.
Ensure infrastructure services consistently meet or exceed contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational performance targets.
Oversee monitoring, maintenance, and optimization of enterprise infrastructure, including cloud, network, server, storage, collaboration, and platform services.
Drive continuous service improvement initiatives that enhance reliability, efficiency, security, and customer satisfaction.
Manage Incident, Problem, and Service Delivery Processes: Serve as the primary operational lead for major incident management, outage response, escalation coordination, and service restoration activities.
Ensure timely resolution of incidents, service requests, and operational problems in accordance with ITIL best practices.
Lead root cause analysis efforts and implement corrective actions to reduce recurring issues.
Coordinate closely with FTC stakeholders and End User Support Services (EUSS) leadership to ensure effective communication during service disruptions and major incidents.
Provide operational metrics, trend analysis, and performance reporting to program leadership and government stakeholders.
Drive ITIL-Based Service Management: Lead execution of ITIL-compliant Incident, Problem, Change, Release, and Service Transition processes.
Ensure all infrastructure changes are thoroughly documented, tested, approved, and implemented in accordance with FTC governance requirements.
Review and approve operational procedures, implementation plans, rollback plans, and technical documentation supporting infrastructure changes.
Promote operational discipline and process maturity across the enterprise support organization.
Support Cybersecurity and Compliance: Coordinate operational support for security investigations, vulnerability remediation, audit activities, and compliance initiatives.
Partner with ISSOs and cybersecurity personnel to provide operational metrics, forensic data, and incident response support.
Ensure infrastructure operations align with FTC security policies, federal regulations, and industry best practices.
Lead High-Performing Teams: Provide leadership, mentorship, and direction to a geographically distributed team of infrastructure professionals.
Manage direct reports while coordinating activities across multiple technical disciplines and subcontractor teams.
Foster a culture of accountability, collaboration, innovation, and customer service excellence.
Establish priorities and allocate resources to balance operational requirements, project activities, and strategic initiatives.
Partner with Senior Stakeholders: Serve as a trusted advisor to FTC leadership regarding operational performance, risks, service improvements, and modernization opportunities.
Present operational status, incident updates, service metrics, and strategic recommendations to government executives and program leadership.
Coordinate with vendors, cloud providers, and external service partners to resolve issues and improve service delivery.
Lead the day-to-day operations of an IT environment for a federal customer supporting approximately 1,500 end users.
Ensure perpetual monitoring of the IT environment.
Ensure that services are up and operational – meeting and exceeding required service level agreements (SLAs).
Utilize metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery.
React with urgency to identified environmental issues.
Appropriately communicate status of the operational environment and ongoing initiatives to multiple levels of leadership within the customer team including but not limited to technical leads, Contracting Officer’s Representative (COR), internal consumers of IT services, and executive leaders including the CIO.
Coordinate and execute ongoing infrastructure operations, management, and maintenance.
Manage incident responses and ensure rapid restoration of services that fail.
Work cooperatively with the End User Support Services (EUSS) Incident & Problem Manager to ensure proper focus on problem resolution and effective communications to the FTC user community.
Proactively research and recommend courses of action to prevent problems and to maintain high infrastructure service levels for the user community.
Support strategic improvements to the environment including the migration of components and services to the cloud.
Coordinate with OCIO management to establish priorities and plans of action.
Track and respond to customer requests in a timely manner.
Optimize and minimize the cost of infrastructure operations.
Ensure that all infrastructure changes and deployment of new services comply with the customer-prescribed change management process.
Ensure all changes are well documented with test plans, architecture and design documentation, roll-back plans, and any other documentation required by the change process.
Ensure development and continuous maintenance of documentation describing the infrastructure environment including, but not limited to, architecture diagrams, designs, standard operating procedures (SOPs), and tracking lists necessary to accurately maintain the server environment.
Direct timely support of security incident investigations and provide data and metrics to Information System Security Officers (ISSOs) as required.
Manage a team of two direct reports and approximately 20 onsite team members and 15 remote team members.
Interact with vendors as required to support troubleshooting of issues, coordinate changes, and develop strategic improvements.
Ensure security of the environment through adherence to security standards and device configuration in accordance with FTC security requirements.
Use customer ticket management solution (ServiceNow) to log and track all activities.
Support development of dashboards and capabilities to constantly monitor the environment.
Ensure accurate tracking of infrastructure assets and a perpetually accurate inventory of the environment.
Serve as the point of escalation for on-call and after-hours support requirements.
Coordinate, support, and monitor after hours and weekend network maintenance activities.
Work onsite at customer site in Washington, D.C. at least two days per business week, 8 AM – 5 PM Eastern.
Remote work up to 3 days per business week is allowable with flexibility to support maintenance activities and unplanned events (infrequent).
In general, as a leader, commit to being where needed as required to ensure strong program performance.
Attend technical and recurring status meetings as required.