Posted today
Top Secret
Unspecified
Polygraph
Management
Columbia, MD (On-Site/Office)
What You Will Do:
As an Availability Manager (Level 1), you will support the customer's computer data communications systems by overseeing 24x7 network operations, including event management, incident response, staff supervision, and operational troubleshooting efforts. You will lead operational activities to ensure network availability, performance, and compliance with established service level agreements (SLAs) and customer objectives.
In this role, you will supervise operations center personnel across multiple shifts in a 24x7 environment, ensuring continuous coverage and effective prioritization and resolution of operational issues. You will coordinate incident response activities, drive process improvements, and serve as a key communication point between technical staff, management, and customer stakeholders.
Key Responsibilities:
• Supervise 24x7 operations center staff to ensure effective identification, prioritization, and resolution of operational issues in accordance with SLAs and customer objectives
• Lead incident response efforts during critical outages, coordinating resources to drive rapid resolution and providing timely notification to management and customer points of contact
• Implement and drive moderately complex core business processes and participate in process improvement initiatives to enhance customer service and operational efficiency
• Identify significant operational issues or process enhancements and ensure successful implementation of corrective actions
• Supervise, evaluate, coach, and mentor technical staff to support professional growth, performance improvement, and quality of work output
• Address performance concerns and provide informed recommendations related to personnel actions as needed
• Prepare and deliver daily reports covering incidents, change tickets, problem tickets, and SLA performance
• Develop summary reports for major incidents occurring during assigned shifts to ensure management and stakeholders are informed
• Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment
• Communicate professionally and effectively with personnel at all levels, from frontline technicians to senior management, to foster a collaborative operations culture
Required Skills and Qualifications:
• Strong troubleshooting and technical skills in networking and desktop support environments
• Solid understanding of network monitoring, event management, and incident escalation processes
• Experience supervising and scheduling staff in a 24x7 operational environment
• Strong time management, communication, interpersonal, and presentation skills
• Proven ability to communicate professionally with all levels of personnel and stakeholders
• Demonstrated leadership skills with the ability to develop high-performing teams
• Experience with enterprise monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred)
• Experience with IT Service Management tools such as ServiceNow, Remedy, Service Manager, or equivalent (required)
• Ability to operate effectively in a fast-paced, mission-critical environment with shifting priorities
• Availability to work non-standard hours or rotating part-time shifts as required
Shift Requirements:
This position supports part-time coverage within a 24x7 operations environment. Available shifts include:
• Sunday - Monday, 2:00 PM to 10:00 PM
• Tuesday - Wednesday, 3:00 PM to 8:00 PM
• Tuesday - Saturday, 3:00 PM to 11:00 PM
Specific shift assignments will be determined based on operational needs.
Education and Experience:
• Minimum of three (3) years of experience supporting programs or contracts of similar scope, type, and complexity
• Bachelor's degree in Engineering or a related field from an accredited college or university is desired
• Four (4) additional years of relevant network engineering experience may be substituted in lieu of a bachelor's degree
Clearance Requirement:
Why Choose Independent Software:
At Independent Software, our people are the mission. We've built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.
When you join us, you will:
Ready to take the next step in your career? Join us and be part of something bigger.
Apply today.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
As an Availability Manager (Level 1), you will support the customer's computer data communications systems by overseeing 24x7 network operations, including event management, incident response, staff supervision, and operational troubleshooting efforts. You will lead operational activities to ensure network availability, performance, and compliance with established service level agreements (SLAs) and customer objectives.
In this role, you will supervise operations center personnel across multiple shifts in a 24x7 environment, ensuring continuous coverage and effective prioritization and resolution of operational issues. You will coordinate incident response activities, drive process improvements, and serve as a key communication point between technical staff, management, and customer stakeholders.
Key Responsibilities:
• Supervise 24x7 operations center staff to ensure effective identification, prioritization, and resolution of operational issues in accordance with SLAs and customer objectives
• Lead incident response efforts during critical outages, coordinating resources to drive rapid resolution and providing timely notification to management and customer points of contact
• Implement and drive moderately complex core business processes and participate in process improvement initiatives to enhance customer service and operational efficiency
• Identify significant operational issues or process enhancements and ensure successful implementation of corrective actions
• Supervise, evaluate, coach, and mentor technical staff to support professional growth, performance improvement, and quality of work output
• Address performance concerns and provide informed recommendations related to personnel actions as needed
• Prepare and deliver daily reports covering incidents, change tickets, problem tickets, and SLA performance
• Develop summary reports for major incidents occurring during assigned shifts to ensure management and stakeholders are informed
• Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment
• Communicate professionally and effectively with personnel at all levels, from frontline technicians to senior management, to foster a collaborative operations culture
Required Skills and Qualifications:
• Strong troubleshooting and technical skills in networking and desktop support environments
• Solid understanding of network monitoring, event management, and incident escalation processes
• Experience supervising and scheduling staff in a 24x7 operational environment
• Strong time management, communication, interpersonal, and presentation skills
• Proven ability to communicate professionally with all levels of personnel and stakeholders
• Demonstrated leadership skills with the ability to develop high-performing teams
• Experience with enterprise monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred)
• Experience with IT Service Management tools such as ServiceNow, Remedy, Service Manager, or equivalent (required)
• Ability to operate effectively in a fast-paced, mission-critical environment with shifting priorities
• Availability to work non-standard hours or rotating part-time shifts as required
Shift Requirements:
This position supports part-time coverage within a 24x7 operations environment. Available shifts include:
• Sunday - Monday, 2:00 PM to 10:00 PM
• Tuesday - Wednesday, 3:00 PM to 8:00 PM
• Tuesday - Saturday, 3:00 PM to 11:00 PM
Specific shift assignments will be determined based on operational needs.
Education and Experience:
• Minimum of three (3) years of experience supporting programs or contracts of similar scope, type, and complexity
• Bachelor's degree in Engineering or a related field from an accredited college or university is desired
• Four (4) additional years of relevant network engineering experience may be substituted in lieu of a bachelor's degree
Clearance Requirement:
- Must possess an active TS SCI with appropriate Polygraph to be considered for this role
Why Choose Independent Software:
At Independent Software, our people are the mission. We've built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.
When you join us, you will:
- Support critical national security missions that matter
- Be part of a close-knit, employee-first culture where your voice is heard
- Expand your skills through ongoing training, mentorship, and career development
- Enjoy competitive compensation, generous benefits, and work-life balance
Ready to take the next step in your career? Join us and be part of something bigger.
Apply today.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
group id: 10221552
