Sr Subject Matter Expert w/Polygraph

Job Description

Serves as a top level technical or functional expert, often working on multiple projects and programs.

The Operations Lead provides Oversight over Tier 1 and Tier 2 activities and processes and overall Service Delivery of a Mission focused private network environment. Assists with planning and coordinating the operations of the organization. Responsible for ensuring and improving the performance, productivity, and efficiency of departmental and organizational operations through the provision of effective methods and strategies. Operational Oversight - Coordinate the regular O&M activities, like patching and updates on a Master Schedule and ensure the schedule is being followed by the staff. Escalate blacks or issues that will impact these regular activities. Monitor adherence to rules, regulations, and procedures. Coordinate and monitor the work on various departments involved in production. Monitor performance and implement improvements. Ensure quality of products and manage quality and quantity of employee productivity.

• Primary focus is to oversee/manage the day to day activities of the Operations team
• Ensure the customer systems and applications remain operational and are restored to service in accordance with SLT's
• Control efforts across operational and maintenance tasks and resolution activities
• Prepare and brief the daily stand up in the staff lead's absence
• Prepare and chair the ORB or other meetings if directed by the staff leads
• Validate the handoff of engineering projects to the operational baseline
• Validate documentation - Coordinate and receive documentation ( SOP's release notes, designs, questionnaires, prior to deployments or transitions of systems to O&M. Coordinate review of documentation with the right parties prior to formal acceptance; coordinate Business Process and CM on the filing of documentation.

Business Process Management -Work with the Business Process Engineer and PMO to improve processes, documentation, and policies in support of organizational goals

• Collect and maintain metrics to ensure performance expectations are met
• report on service levels achieved
• Identify gaps in process workflow. Assign and craft SOP's and other documentation as needed
• Drive, coordinate and implement business process changes that fix problems and improve services

Coordination - Coordinate, manage, and monitor the workings of various functional areas in the operations branch (as it relates to tracking CHG's, SRQ's O&M activities, ACT's)

• Coordinate High Visibility OSP's
• Coordinate and facilitate TEMs as requested
• Coordinate and facilitate Hot Wash Meetings (immediately after an event, incident, problem or change)
• Prepare, coordinate and finalize AAR's and ES as directed by staff leads
• Participate in working groups as needed
• Oversee the Incident Management process ensuring program targets are mets

Management and Leadership

• Mentor Operations Leads; Draft team goals aligning to program objectives
• Provides monthly activity report to TM
• Provide direction and delegation to team leads
• Escalation all necessary information to the TM/ DTM regularly, take tasking from the PMO, and follow up timely with all parties involved
• Ensure that resources are assigned to incidents, SRQ's, ARQ's, projects and are working to capacity

1. Serves as a top level technical or functional expert supporting one or more clients and unlimited user groups.

2. Performs highly specialized technical tasks associated with cutting-edge technologies.

3. Works with user groups to solve business problems with available technology including hardware, software, databases, and peripherals.

4. Applies expert functional knowledge and experience to significant business projects or processes.

5. May perform business development activities, including providing technical input to proposal efforts.

6. Provides guidance and training to less experienced staff.

7. May serve as a technical task or project leader.

8. May have supervisory responsibilities.

9. Maintains current knowledge of relevant developments in area of expertise.

10. Participates in special projects as required.

Education

Masters Degree in a related discipline.

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Qualifications

15-20 YEARS OF EXPERIENCE IN AREA OF EXPERTISE.

ITIL v3 Foundations certification or equivalent experience in ITSM process management required