Independent Software, Inc. · 19 hours ago
Availability Manager, Level 1
Ellicott City, MD
Part-time
Onsite
Mid Level
3+ years expIndependent Software, Inc. is dedicated to supporting critical national security missions and fostering a collaborative culture. As an Availability Manager (Level 1), you will oversee 24x7 network operations, ensuring network availability and compliance with service level agreements while supervising operations center personnel and coordinating incident responses.
AnalyticsCloud ComputingCyber SecurityInformation TechnologyMachine LearningSecuritySoftware
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Supervise 24x7 operations center staff to ensure effective identification, prioritization, and resolution of operational issues in accordance with SLAs and customer objectives
Lead incident response efforts during critical outages, coordinating resources to drive rapid resolution and providing timely notification to management and customer points of contact
Implement and drive moderately complex core business processes and participate in process improvement initiatives to enhance customer service and operational efficiency
Identify significant operational issues or process enhancements and ensure successful implementation of corrective actions
Supervise, evaluate, coach, and mentor technical staff to support professional growth, performance improvement, and quality of work output
Address performance concerns and provide informed recommendations related to personnel actions as needed
Prepare and deliver daily reports covering incidents, change tickets, problem tickets, and SLA performance
Develop summary reports for major incidents occurring during assigned shifts to ensure management and stakeholders are informed
Prepare and manage operations center staff scheduling to ensure continuous coverage and optimal resource utilization in a 24x7 environment
Communicate professionally and effectively with personnel at all levels, from frontline technicians to senior management, to foster a collaborative operations culture
Qualification
Required
Strong troubleshooting and technical skills in networking and desktop support environments
Solid understanding of network monitoring, event management, and incident escalation processes
Experience supervising and scheduling staff in a 24x7 operational environment
Strong time management, communication, interpersonal, and presentation skills
Proven ability to communicate professionally with all levels of personnel and stakeholders
Demonstrated leadership skills with the ability to develop high-performing teams
Experience with IT Service Management tools such as ServiceNow, Remedy, Service Manager, or equivalent
Ability to operate effectively in a fast-paced, mission-critical environment with shifting priorities
Availability to work non-standard hours or rotating part-time shifts as required
Minimum of three (3) years of experience supporting programs or contracts of similar scope, type, and complexity
Must possess an active TS SCI with appropriate Polygraph to be considered for this role
Preferred
Experience with enterprise monitoring tools such as HP OpenView, SolarWinds, or Splunk
Bachelor's degree in Engineering or a related field from an accredited college or university is desired
Four (4) additional years of relevant network engineering experience may be substituted in lieu of a bachelor's degree
Benefits
Competitive compensation
Generous benefits
Work-life balance
Company
Independent Software, Inc.
Independent Software supports our customers by providing next-generation cyber services, intelligence and all-source analytics, machine learning, and mission application development.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Rhonda Jansen
President and CEO
Company data provided by crunchbase