Production Support Manager

About the Team:
STG is a leading provider of mission-critical technology, cyber and data solutions to more than 50 US Federal Agencies. STG has been consistently listed amongst Washington Technology's Top 100 Government Technology Contractors. We provide performance-oriented solutions in cyber security and secure information systems, software development, systems and services, and intelligence and analytics. We serve our customers at more than 250 locations at home and overseas.
About the Job:
STG is looking for a Production Support Manager Key personnel to oversee the IT operations and maintenance of the Department of State Worldwide Refugee Admissions Processing System (WRAPS). Operations and maintenance includes hardware, software, and the network associated with the IT systems infrastructure, and HelpDesk support. The work place is located at Rosslyn VA.
The selected individual will work with Project Manager and Project team members, bringing together the full range of technical and business competencies needed to assist STG management with the successful achievement of customer service deliverables and SLAs, management reporting, enterprise quality audit and other work deliverables which are consistent with organizational goals and objectives. The candidate's work responsibilities include the following:
Manage the daily operations of the Hardware, Software, Database, and Network technology infrastructure and associated processes
Manage the Tier I, II, and III HelpDesk Team
Perform Asset management, IT Configuration and Release management activities
Manage the systems engineering life cycle for all major elements of IT Operations
Work closely with the Software Development Team in a DevOps setting to coordinate the Continuous release of software into production and ensure smooth functioning
Monitor production systems reliability, availability, and maintainability and escalate critical issues for resolution
Lead technology refresh initiatives and stay abreast with emerging technologies
Facilitate robust problem and incident management
Manage staff allocations to tasks, monitoring and reporting, training. and performance evaluations
Perform scope management, planning, prioritization, staff resource loading and work organization
Support performance and status reporting on the contract as required
Assure top quality of contract deliverable submissions and ensure compliance with customer quality practices and ITSM practices
Maintain vendor relationships with key IT vendors for the computing environment
Support transition-in and transition-out activities on the contract as required
Minimum Qualifications:
Bachelor's Degree or higher in a relevant field such as Computer Science and/or Management
Minimum 10 years of total IT experience with demonstrable experience leading IT Operations projects in positions of increasing responsibility
Experience leading programs involving technology migration, IT/Data Center operations, Systems Engineering
Experience managing desktop, laptop, server, peripheral, mobile, and network IT infrastructure at both domestic and overseas installations
Proven experience meeting and exceeding IT Operations performance SLAs
Demonstrable expertise in more than one of the following: Data Center Operations, Network Operations and maintenance, Case Management Operations, Service Desk Operations, and Database Management Operations
Experience with communication channels including Telephone, Dedicated Point-to-point T1 for video, DoS Unclassified OpenNet, SSL/VPN over Internet
Experience managing VMWare, MS Windows Servers, MS SQL Server databases, Mission Critical Applications management, Enterprise software/hardware/network management, LAN/WAN/Routers/Switches/Firewalls, Load Balancing, SAN, Veritas NetBackup, Symantec Endpoint protection, Application and Web Server administration, SSL encryption, VTC
Experience leading with DevOps, Kanban and Lean approaches
Excellent written and oral communication skills
Preferred Qualifications:
Experience working with Department of State Customers
Experience working on Network Operations Centers
Technology savvy with a Systems Engineering bent of mind
Agile and DevOps expertise
ITIL, PMP Certification

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