What are the responsibilities and job description for the Mid-Level Operations Specialist position at Tyto Athene?
Tyto Athene is searching for an Operations Specialist to support a critical initiative to modernize our Federal Law Enforcement Customers legacy telephony systems to an enterprise- Unified Communications solution across all CONUS locations.
Our team provides comprehensive support for service operations, including ticketing system management, incident resolution, performance reporting, and technical process improvements. With deep experience in technical service delivery and operational analysis, we ensure timely, data-driven responses to customer needs and mission-critical incidents.
Responsibilities:
- Create, produce, and maintain reports from the ticketing system, including scheduled and ad-hoc metrics reports to support operational transparency and accountability.
- Develop and manage new SLAs to ensure services meet or exceed established performance expectations.
- Identify inefficiencies in workflow processes and propose practical solutions to government leadership and program stakeholders.
- Analyze and resolve customer service requests with timely technical solutions. Utilize trouble-ticketing software to open, update, and close service tickets efficiently.
- Lead end-to-end incident response, including issuing critical notifications, monitoring incident status, coordinating resolution efforts, and facilitating after-action reviews. When necessary, establish and manage command posts to oversee major events.
- Analyze workflow and system performance to recommend changes that improve processing and resource utilization. Provide strategic technical guidance on infrastructure planning and upgrades, including hardware recommendations and system enhancements.
Required:
- Minimum of 5 years of experience preferred. Equivalent experience or certifications may substitute where appropriate.
- Demonstrated ability to manage multiple complex assignments requiring innovation, autonomy, and strategic thinking.
- Proficiency in developing methodologies and implementing effective solutions with minimal supervision.
- Active contributor to deliverables and performance metrics, with responsibilities spanning planning, execution, and evaluation phases.
Location:
- Must be willing to work at customer site in Washington DC
Clearance:
- Fully adjudicated Top Secret with SCI Eligibility
Compensation:
- Compensation is unique to each candidate and relative to the skills and experience they bring to the position. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.
Benefits:
- Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave
Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains—Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT—empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.
At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?
Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.
