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    Duties

    Summary

    This position is located in the Office of the Administrator (OA), Office of the Chief Information Officer (OCIO), Innovations and Operations Division (IOD), Systems Infrastructure Branch (SIB) of Food Safety and Inspection Service (FSIS), United States Department of Agriculture (USDA), Washington, DC.  The incumbent serves as the Information Technology (IT) Operations Manager.  The work schedule is fulltime, M-F. The majority of the work is performed in a normal office setting. The work is mostly sedentary; however, some walking, bending, lifting is required to perform some tasks.

    FSIS OCIO is an award-winning organization that provides secure, innovative and mission-supporting technology and services that helps protect public health. OCIO supports thousands of field and headquarters employees and customers around the clock, 7 days/week. Employees must participate in an on-call rotation.

    The Technology Operations Center Manager role is to work collaboratively with infrastructure and application teams to ensure the stability, reliability, and security of information systems. This senior IT professional will work, with minimal supervision, closely with operations teams and will provide guidance and input into the strategic direction/development of datacenter and infrastructure monitoring and support. In addition, the Technology Operations Team is responsible for ensuring FSIS systems have the highest level of system availability and the fastest resolution times when an outage occurs.

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    Responsibilities

    Major responsibilities of the incumbent include, but are not limited to:

    Analyzes current procedures and conducts various studies such as; work flow measurements, identifying problems or issues encountered, analyzing findings, and making recommendations to the program; incorporates procedures in policy, which are efficient, effective, and relative to the document control process to deliver value-added IT support and services.

    Prepares weekly action reports of critical suspense data, weekly reconciliation between internal/external program offices of pending/overdue actions, and identify discrepancies.

    Analyzes information obtained from management to conceptualize and define administrative and correspondence inefficiencies and provide process improvement solutions and recommendations.

    Manage and oversee implementation of innovative services, business solutions and programs, and collaborates with others on integrated solutions and initiatives across the enterprise.

    Contributes to the development of strategies, operating plans, and performance measures/targets.

    Manages the day to day delivery of contractor provided programs, services and activities.

    Provides input to policy level direction regarding standards; Implements and ensures contractor adherence to procedures, methods, standards and controls to foster operational efficiency, monitor compliance, mitigate risks, and achieve unit results.

    Manages onboarding of contractor IT staffing.

    Monitors contractor recruitment, supervision, scheduling, development, evaluation and disciplinary actions to ensure contractor personnel perform and operate in compliance with performance objectives and goals identified in the active contract.

    Promotes a focus of excellent customer service ensuring client requests are serviced promptly and courteously.

    Facilitates a positive customer experience; oversee contractor provision of end-user services, including help desk, depot, and technical support services.

    Manages Operations Center contractor resources that support infrastructure systems and applications on a 24x7x365 basis; manages staffing levels, on-going training and continual improvements. Actively engage escalated issues to resolution.

    Documents contractor compliance with SLAs.

    Performs Contractor Officer Representative (COR) responsibilities in accordance with FAR 90.602-4 and contracting officer guidance.

    Manages relationships with infrastructure teams to engineer monitoring solutions. Designs automation services utilizing our monitoring tools and FootPrints to create tickets for issues and assign to the correct team for resolution.

    Develops a system to track and correlate recurring problems in nightly batch process and other daily operations. Work with systems, applications, database, and network teams to find and implement permanent fixes.

    Develop working relationships with internal/external stakeholders to support operations.

    Establish and maintain regular written and in-person communications with the contractor PM for the IT O&M contract.

    Manage vendor relationships and support contracts to facilitate escalation and resolution to support tickets for onsite and remote facilities.

    Benchmark, analyze, report, and make recommendations to improve the performance of IT systems delivery and services to internal/external OCIO clients.

    Travel Required

    Occasional travel - As the program requires

    Supervisory status

    No

    Promotion Potential

    14

    Who May Apply

    This job is open to…

    US Citizens and Nationals; no prior Federal experience is required.

    Questions? This job is open to 1 group.

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/480118400. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.