Operations Controller Manager IRES - SSFB/HSV (ADV000CEX)

Description Of Duties

The Operations Controller Manager is the strategic and operational leader responsible for overseeing all Operations

Controller functions, ensuring the seamless health, stability, and continuous operation of critical IT infrastructure, systems,

and security across the enterprise. This role leads and mentors a team of Operations Controllers specializing in Desktop

User Experience, Service Infrastructure, Network Operations, Application Operations, and Cyber Security. The Operations

Controller Manager drives proactive operational maintenance, measured monitoring, planned change management

activities, and continuous service improvement initiatives across all IT domains. The Manager champions best practices,

promotes automation, fosters team development, and ensures alignment with business objectives and DoD regulations,

ultimately delivering maximum value and minimizing organizational risk.

Key Responsibilities

Strategic Leadership & Team Management:

· Provide strategic direction and leadership to the team of Operations Controllers.

· Mentor, coach, and develop Operations Controller team members, fostering a high-performance culture.

· Oversee the coordination and collaboration between the various Operations Controller teams (Desktop, Infrastructure,

Network, Applications, and Cyber).

· Manage resource allocation and prioritization across all Operations Controller functions.

· Act as the escalation point for critical operational issues and incidents.

Centralized Control And Coordination

· Establish and maintain centralized control and coordination for all maintenance, measurements, monitoring, and change

management activities across all IT domains.

· Standardize processes and procedures across the Operations Controller teams, ensuring consistency and efficiency.

Operational Health And Stability

· Ensure the continuous operation and stability of IT infrastructure, systems, and security services.

· Monitor overall system performance, proactively identify and address risks, and implement mitigation strategies.

· Oversee the maintenance and improvement of operational documentation.

Incident, Problem And Change Management

· Lead and coordinate major incident resolution efforts, ensuring timely and effective responses to service disruptions

across all areas.

· Drive problem management activities, including root cause analysis and remediation engineering, collaborating with

Architecture, Engineering, and Development teams.

· Oversee the change control process, ensuring changes are implemented in a controlled and compliant manner,

minimizing risks to service availability.

· Track and report on key metrics related to systemic issues and problems across all operational domains.

Process And Procedures

· Ensure all Operations Controller team members adhere to established processes and procedures for all operational

activities, validating reviews, approvals, and documentation.

· Enforce adherence to Systems Engineering processes and principles for a large-scale Enterprise environment within

DoD.

Communication And Reporting

· Consolidate operational reporting from all Operations Controller teams to provide a comprehensive view of IT operational

health to stakeholders.

· Maintain clear and consistent communication with stakeholders, including senior leadership, regarding the status of

operational activities, incidents, and changes.

Service Level Management & Reporting

· Oversee the measurement and reporting of SLAs/SLOs across all IT services, providing daily/weekly/monthly executive

rollups.

· Drive continuous improvement initiatives based on SLA/SLO performance data.

Overall Accountability

· Accountable for the overall IT operational health, ensuring IT Operations activities are performed in a controlled,

coordinated, and compliant manner across the enterprise.

Resumes, in month and year format, must be submitted with application in order to be considered for the position. The

selected candidate may be assigned as an employee for one of our teammate companies.

Requirements

Basic Requirements:

· Must have 14, or more, years of general (full-time) work experience

• May be reduced with completion of advanced education
  
  

· Must have 7, or more, years of directly related experience in IT operations management, including network control center

(NCC) or enterprise operations center (EOC) leadership roles

· Must have 1, or more, years of experience directly managing and leading IT operations teams

· Must have proven ability to lead and mentor high-performing teams.

· Must have a deep understanding of ITIL framework and best practices, including incident management, problem

management, change management, and service release management.

· Must have strong knowledge of IT security principles and practices.

· Must have extensive experience in IT operations management spanning across multiple enterprise environments.

· Must be familiar with enterprise monitoring tools (e.g., SolarWinds, Splunk, Netcool, HP OpenView, etc.) and APM

solutions.

· Must have strong verbal and written communication skills; ability to interact with and present to senior leadership.

· 8570 or 8140 compliant certifications.

· Must have, or obtain, an active DoD Secret Security Clearance

Desired Requirements

· Have an active DoD Top Secret Security Clearance with SCI eligibility

· Have a Bachelor’s degree (or higher) in Computer Science or Information Technology

· Have experience in a specific industry (e.g., MDA, DoD IT Operations).

· Have Project Management Experience (PMP Certification Preferred).

· Have an ITIL Strategic Leader or ITIL Master certification.

· Have experience with DevOps or SRE methodologies.

· Be familiar with cloud computing platforms (e.g., AWS, Azure, Google Cloud).

This position is expected to pay $ 180,000 - $ 220,000 annually; depending on experience, education, and any

certifications that are directly related to the position.

Benefits

GCS health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Typical benefits offered include flexible work schedules and opportunities to work remotely, educational reimbursement, retirement benefits (401K, Roth), health benefits, tax saving options, disability benefits, life and accident insurance, voluntary benefits, paid time off and paid holidays, and parental and pregnancy leave.