Sr Manager, Project/Task

Chantilly, VA
Jul 06, 2017
Sep 06, 2017
Full Time
The Tier II Operations Manager will focus on maintaining a high level of customer satisfaction. Ensure all personnel maintain a demeanor that is respectful, professional in dealings, courteous, and knowledgeable.

The Tier II Operations Manager is responsible for activities include, but are not limited to:

    Proactively monitoring all networks, circuits, systems and servers for anomalies, service disruptions, problem indicators and take action to resolveReceiving customer IT queries by telephone, and incident tickets, documenting as much detail of issue as possibleTriage:
      Assess – what is wrong on face valueDiagnose – examine further to reveal problemInterview – find the root cause of the problemTest – confirm problem exitsValidate – problem confirmedRefer – escalate to appropriate solver group

    Troubleshooting and triaging incident tickets, and documenting all troubleshooting diagnostics performed by the EOC before escalating incidents to Tier III level supportPerform incident management to ensure incidents and service requests are addressed in a timely fashionProvide Tier 1 & 2 Applications supportProvide Tier 2 Network and Tier 2 Systems support, being proactive, reactive and monitoring support to ensure continuity of IT services.Taking appropriate actions to resolve issues at Tier 2 levels.Entering and managing Service Manager ticketsIdentifying incident trends and escalating identified problems, and assisting in problem management to ensure problems are addressed in a timely fashionServing as the primary support interface between FBIHQ, IT Specialists (ITS), Electronics
    Technicians (ET), other supporting vendors, and all end-users
    Reboot servers, as required, after working hours and to address critical events, as directed by the requisite system leads.

Tier II Operations Manager is responsible for the following groups and their functionality:


Tier 1 & Tier 2 Specialized

Applications Support


6:00am to 6:00pm

    Provide information and direction to users on how to gain access to an applicationGive guidance to users in gaining access to the data that they are in search ofAnswer application specific questions for users when they call in for assistanceMaintaining afterhours on-call roster
Network Services - Tier 2 Network Administrators 24x7x365 Support

    Proactively monitor all FBI networks for traffic anomalies, service disruptions and indications of site or region trouble using EMS ToolsMonitor network router/switch status, respond to network alarms, and respond to associated problems routed by the EOC Customer Support staff. If remote access to network devices cannot be managed, provide telephone support to the local Field Office ITS support staffResolve or escalate tickets received from the Service DeskRemotely access routers, switches, Taclanes, and other equipment to provide supportManage connection outages, bandwidth utilizations and peaksCreate network reports to show problem trendsAssist System Administrators with network directories, reports and scheduling eventsUse HP EMS tools to actively monitor and manage the status of the network alarms, alerts, warnings and errorsRemotely monitor video teleconferencing routers and resolve issues as necessaryTroubleshoot and resolve network problems relating to all FBI facilitiesManage connection outages, bandwidth utilizations and peaks. Create reports to show trends using the Network Management Information System (NMIS) softwareReceive and resolve escalated problems transferred from technical assistance specialistTake corrective action to ensure operability of all switches, routers and networks are fully operationalPerform configuration changes to network devices such as firmware upgrades and device configuration changes, as directed by FBI management in accordance with the FBI change management process (FBI approved changes only)Perform port security changes as necessary to ensure proper security compliancePerform remote control to the servers to troubleshoot and resolve network issuesProvide proactive, reactive and remote monitoring and management of all FBI enterprise wide servers and applications/systemsTake corrective action to ensure operability of all servers and systems are fully operationalPerform "soft" changes to network devices, such as firmware upgrades and device configuration changes, as directed by FBI management in accordance with the FBI change management process (FBI approved changes only)Monitor network and systems performance and troubleshoot problems
Server Admin - Tier 2 Systems Administrators 24x7x365 Support

    Proactively, reactively and remotely monitor all FBI enterprise wide servers, applications, systems and databasesTake corrective action by remotely identifying and escalating issues through monitoring, to ensure the operability of all servers and all systemsProvide user administration for toolsAssist with schedule, change and monitor site backup routinesTake corrective action to resolve SAN issuesPerform server remote control to troubleshoot and resolve network issuesUse the HP EMS tools to monitor and manage Enterprise wide serversImplement and maintain routine, general and in-depth network and systems services
Responsible for the configuration of the EOC’s management software, knowledge scripts for tools, Active Directory and general purpo

Education 1. Bachelors Degree in a related business or technical discipline, or the equivalent combination of education, technical training, or work/military experience.

 2. Professional certification (PMP) preferred.

Qualifications 10-12 years of related experience, including supervisory experience.

  As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.