Production Support Manager

Program/Project Management Arlington, Virginia


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
  • Active Secret Clearance required.

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