Operations Controller (User Experience) - DOD

INNOVIM•Huntsville, AL

3d•Onsite

About The Position

INNOVIM is seeking an Operations (Ops) Controller - User Experience. It is a critical role responsible for the health, stability, and continuous operation of critical IT infrastructure and systems. This position supports the Missile Defense Agency (MDA) on the Integrated Research and Development for Enterprise Solutions (IRES) contract. This role oversees the day-to-day activities of the operations team, driving proactive operational maintenance, measured monitoring, and planned change management activities. The Ops Controller achieves service reliability by proactively monitoring risks, adhering to ITSM practices, measuring team efficiency, and fostering ongoing team development. The Operations Controller champions best practices, promotes automation, and drives continual service improvement initiatives to optimize IT performance and deliver maximum value to the business.

Requirements

Must have 10, or more, years of general (full-time) work experience which may be reduced with completion of advanced education
Must have 5, or more, years of experience in IT operations management, network control center (NCC) or enterprise operations center (EOC) roles.
Must have 1, or more, years of IT Operational Management experience spanning across multiple enterprise environments, including DoD and commercial.
Must have experience in IT operations with a focus on Desktop User Experience.
Must have a deep understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
Must be familiar with enterprise monitoring tools (e.g., SolarWinds, Splunk, Netcool, HP OpenView, etc.).
Must have 1, or more, DoD 8570 or 8410 compliant certifications
Must have an active DoD Secret Security Clearance
Have strong verbal and written communication skills
Be able to interact with senior leadership.

Nice To Haves

Have a Bachelor’s degree (or higher) in computer science, Information Technology
Have experience in a specific industry (e.g., MDA, DoD IT Operations).
Have Project management experience.
Have an ITIL Strategic Leader certification.
ITIL Certification (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional)
Relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate)

Responsibilities

Serve as the primary point of contact for coordination of all maintenance, measurements, monitoring and change management activities.
Ensure the continuous operation and stability of IT infrastructure.
Monitor system performance, proactively address risk and mitigation.
Maintain and improve operational documentation.
Lead and coordinate incident resolution efforts, ensuring timely and effective responses to service disruptions.
Drive problem management activities, including root cause analysis and remediation engineering with Architecture and Engineering team.
Manage the change control process, ensuring that changes are implemented in a controlled and compliant manner, minimizing risks to service availability.
Track and report on key metrics related to systemic issues and problems.
Ensure team members adhere to established processes and procedures for all operational activities, validating reviews, approvals, and documentation.
Ensure adherence to Systems Engineering processes and principles for a large-scale Enterprise environment within DoD.
Maintain a daily activity log, Cyber Security Register, and provide regular updates and briefings to stakeholders, ensuring transparency and keeping everyone informed.
Maintain clear and consistent communication with stakeholders regarding the status of operational activities.
Accountable for IT Operational health ensuring IT Operations activities are performed in a controlled, coordinated, and compliant manner.