Production Support Lead (Job Number:440546)
SAIC under the FDA Center for Veterinary Medicine (CVM) Information Technology Program, Operations, and Modernization Support (CITPOMS) contract, seeks a technical project manager to lead the O&M production support team. This person will - Staff and manage people to provide active monitoring support of FDA CVM systems from 6 am to 6 pm during workdays, unspecified hours during and deployments and on call during the weekends and holidays.
Staff and manage a team of 9 people to provide Tier 2 and Tier 3 support
Interface with the Business Customers and the FDA IT Customers (i.e., OIMT) on a daily basis.
Manage and report on response to closure for all tickets assigned within the defined Service Level Agreements
Manage and report on root cause analysis and recommendations.
Draft mass communications (email) for the CVM Executive to send to notify of outage status.
Additionally, the Production Support Lead will actively participate in modernizing the processes, procedures and application support environments toward an Agile/DevSecOps approach. This person will be the process owner for the production support area. This person will lead and supervisor the team.
Bachelors and nine (9) years or more experience; Four additional years of experience may be considered in lieu of a degree.
Experience managing production issues in a 24/7 production environment
Experience doing Root Cause analysis, planning of changes and managing problem tickets to full resolution in a 24x7 production environment
Experience and confidence working with all levels of management, acting as the liaison and central point of contact for production issues.
Excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and to run large conference calls during troubleshooting with a wide range of personnel and management levels
Able to multi-task and work in a high stress environment
Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives.
Ability to work shifts if required, including nights and weekends
Hands on experience with Agile Frameworks (SCRUM/Kanban); Logging and Track Track Progress of an issue in JIRA.
Proficiency with Excel and PowerPoint and presenting to senior management using data and information from these tools
Technical Expertise to be able to triage issues and identify the technical resource that would resolve the issues.
Compile and Present Weekly Management Status Report to Customer and follow through tasks identified by Customer Management.
SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC is Redefining Ingenuity through its deep customer and domain knowledge to enable the delivery of systems engineering and integration offerings for large, complex projects. SAIC's approximately 15,000 employees are driven by integrity and mission focus to serve customers in the U.S. federal government. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $4.5 billion. For more information, visit saic.com. For information on the benefits SAIC offers, see My SAIC Benefits. EOE AA M/F/Vet/Disability
Job Posting: Oct 3, 2018, 8:51:46 AM
Primary Location: United States-MD-ROCKVILLE
Clearance Level Must Currently Possess: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Teleworking: No
Shift: Day Job