Operations Manager

Job ID 2018-1183
Job Locations US-MD-Rockville

Overview

TISTA Science and Technology Corporation, a CMMI Maturity Level 3 company, focuses on delivering information technology and professional services to Federal and State agencies. TISTA is an Inc. 500 company, a recipient of the 2010 Top 100 Service-Disabled Veteran-Owned Businesses from Diversity Business, recognized in Washington Technology's FAST 50 list of the fastest growing small businesses in government contracting in 2012 & 2013, recognized as the Top 25 Fastest Growing Small Technology companies by the Washington Business Journal in 2014 & 2015, and selected as the Veteran Owned Company of the Year in 2014 by the Montgomery County MD Dept. of Economic Development. 

Responsibilities

The Operations Manager provides technical leadership and personnel management for two operations support groups - an application support helpdesk and an infrastructure/systems engineering team. These teams work together to provide tier 2/tier 3 support for application design, development, data analytics, and operations support tasks for a custom web-based fraud prevention tool.

 

  • Responsible for deploying and maintaining a highly-available production environment with aggressive uptime goals, as well as numerous non-production development/testing environments
  • Manage operating system patch deployment, database patch deployment, a monitoring/alerting infrastructure, and a library of task automation scripting
  • Work with a cross-functional team to manage application performance, custom reporting infrastructure, and recurring client deliverables
  • Interface with other project team leads (development, testing, requirements, analytics) to share information, provide technical guidance, and other project-wide leadership tasks
  • Involved in new hire training, employee skill development and ongoing coaching for each Operations team member
  • Identify problematic areas and implement strategic solutions
  • Provide excellent customer service, problem solving and conflict resolution skills
  • Assist the development team in managing custom software release and deployment
  • Evaluate COTS and Open-Source software to fulfill business needs
  • Define metrics to ensure continuous improvements in process and efficiency
  • Provide weekly and monthly reports to internal and external stakeholders
  • Write and maintain technical documentation using the MS Office Suite, SharePoint, and Wiki tools
  • Use Remedy for helpdesk ticket management and reporting
  • Use JIRA for project management and task management
  • Use MS Project for project planning and management
  • Perform Unix/Linux administration tasks
  • Write basic SQL queries (Insert, update, delete) and perform data exports using tools like TOAD, SQL Developer
  • Oversee/assist with the deployment of technical equipment

Qualifications

  • 10+ years of experience in IT, preferred 5 + in IT Operations
  • 2+ years’ experience in personnel management. A successful candidate will have exceptional I.T. customer service skills and technical skills, serving as a hands-on technical manager
  • Experience providing support to non-technical end users as well as highly-technical development and engineering staff.  
  • Good understanding of managing and monitoring Service Level Agreements with customers and suppliers.
  • Demonstrated experience managing customer relationships and operations.
  • Exceptional analytical and process development skills.
  • Ability to manage multiple issues at one time with exceptional follow through.
  • Experience supporting Software as a Service (SaaS) environments is strongly desired
  • Proven ability to learn custom application environments
  • Serve as a 24x7 escalation point for helpdesk and infrastructure staff for critical issues
  • Relevant technical certifications are desired
    • Unix/Linux administration (Solaris and RedHat, and Oracle database administration)
    • Project Management
    • AWS/Cloud 

Preferred Qualifications:

  • Experience with continuous integration tools like Jenkins
  • Experience with administering version control systems like Git
  • Experience with performing performance optimization i.e. tuning a system to meet performance goals
  • Experience with performance monitoring tools like New Relic
  • Experience with performing security audits to identify vulnerabilities

Education:

  • Bachelor's degree in Computer Science or Information Systems. Significant relevant professional experience may be substituted

Clearance:

  • Must be eligible to obtain a Public Trust clearance 

 

Location:

  • Rockville, MD

 

 

Here at TISTA Science and Technology we value our Veterans and encourage all to apply!

 


TISTA is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

 

 

 

 

 

 

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