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Sr Operations Manager in Washington at General Dynamics Information Technology

Date Posted: 5/7/2018

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Job Description

The Operations Manager is responsible for providing input and influencing key decisions relating to all aspects of managing operations. This position is responsible for the day to day management overseeing the operation and maintenance of hardware, software, networks, systems security, data integrity, VoIP, and monitoring systems. Responsible for the Event Management  and Incident Management Processes. The Operations Manager will work closely with the NOC Manager regarding daily operations and long term planning, including scheduling to meet staffing requirements upon ticket and call volume history, hiring, managing, coaching and evaluating personnel, partnering with leads to ensure resolution of service issues, and direct the evolution of processes and procedures related to the day to day operations.

Essential Duties and Responsibilities include the following:

  1. Ensure adequate coverage for the 24/7/365 environment so that the network infrastructure is running effectively at all times which includes continuous monitoring of all services, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
  2. Coach and mentor senior and junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
  3. Meet very aggressive network availability, MTTR, and ticket handling objectives while providing hands-on leadership during network events.
  4. Coordinate the roll-out of software updates, network rearrangements, and the installation of new equipment and facilities with Repair, Engineering, and Field Operations, minimizing Customer impact and maximizing the productivity of CQA resources.
  5. Develop, refine, and document operation's policies, processes, procedures, and associated systems requirements and drive their implementation and use.
  6. Work with Engineering to provide operational perspective to network upgrade and augment projects.
  7. Develop and report on metrics on performance, including but not limited to MTTR, # of escalations, and tickets.
  8. Drive technical staff to monitor and resolve customer issues and accomplish objectives by being a role model to impress upon staff to be self-motivated with the ambition to problem-solve, learn and create their own mechanisms for resolving issues and most importantly, communicate effectively with the ability to work in a team environment.
  9. Plan projects, training, objectives, time-lines, deliverables and milestones
  10. To meet/exceed and maintain service levels as assigned by management.
  11. To meet/exceed expected reliability standards.
  12. Willing to take ownership and take on other duties as assigned.
  13.  Supervisory responsibilities​

Job Requirements


10-12 years of related program management experience.

Professional certification ITIL Intermediate Preferred.


For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.