IT Program Manager - NIH Quality Technology (ldquoQuTechrdquo) combines more than 29 years of partnerships with Federal, State, and Local governments with a proven track record of attracting and retaining highly-qualified, technical personnel to provide our customers with solutions that exceed their mission goals. Our team approaches every engagement with a customer-focused, performance-based, and quality-driven attitude which has resulted in a history of successful efforts, across a wide range of technical disciplines. We are seeking to immediately hire an IT Program Manager to support our Federal Government client located on the NIH Campus in Bethesda, MD. The Program Manager shall provide oversight of 24x7 operations and incident management services, coordination of ldquoProcess Management,rdquo scheduling and reporting for IT monitoring services, as well as monitoring of non-critical services during normal business hours. Oversee Tier 1 Enterprise Operations Management including both critical and non-critical services and applications. Production services are monitored 24x7 and non-production services are monitored during normal business hours. Oversee Tier 1 Enterprise Operations Management processes identify, document, assign, monitor, coordinate, orchestrate resolution, and report status and closure of events that affect service delivery to IT customers. Tier 2 and Tier 3 Operations Management are currently decentralized and handled by each of the individual organizations. The Program Manager will establish and implement a Standard Operating Procedures for centralized Tier 1 Enterprise Operations Management. Continuously maintain an enterprise-wide schedule of all planned preventive maintenance activities across organizational business units such as industrial standard change management functions. Oversee a team that opens, monitorstracks, and reports the status and closure of events occurring within these management processes, and document them in the ServiceNow tracking system (or replacement). Coordinate with Tier 2 and 3 teams responsible for resolution of these events and forward them event information for their action. Orchestrate and coordinate resolution for events across organizations. Follow up with Tier 2 and 3 teams and confirm that engineers are working on resolving the issue, and document actions taken to address all critical events. Follow Monitoring Alert Escalation Process and escalate to the next level if Tier 2 or 3 teams are not responding within the timeframes specified. Oversee Event management for operational monitoring and control to manage events throughout their lifecycle, from event detection through resolution and closure. Manage the team responsible for utilizing all the monitoring tools consoles for eventsalerts, and process each eventalert by evaluating its authenticity before notifying the designated Service Area. Follow Critical Incident Management Process to handle alert types provide system and operational alerts and outage notifications using the xMatters or similar tool. Requirements Bachelorrsquosmasterrsquos degree in business or related field of expertise Eight consecutive years of demonstrated successful management of multifaceted technical programs and Performance Work Statements PMP certified Demonstrated experience in developing and implementing complex contract program initiatives, change control processes, and managing diverse technical requirements Experience writing reports for executive leadership ITIL Certification is preferred Must be a US Citizen Ability to obtain Public Trust Clearance