Operations Manager Federal - 724696

Job Purpose:
Dual role that combines:
• Management responsibility for leading the site for the Service Operations organization including ability to represent the organization to customers
• Act as the a service operations center (soc) lead to ensure business leadership including business decision leadership on bridges
Duties:
Management
• Ensure high performing team and employee satisfaction through great leadership
• Manage and lead full time employees for Service Operations at the site
• Work with Microsoft site leadership as well as Redmond leadership to ensure the organization is represented locally
• Lead Microsoft Online community at the site
• Ensure that interfaces are properly defined and understood to enable all partner/service/engineering teams and customers to interact seamlessly with Service Operations as the business needs evolve
Lead Operations
• Lead the Ops Tier-1 and or Tier 2 support of several distinct properties across Microsoft Online;
• Lead FTE and vendors on shift
• Drive daily triage meetings with entire team to prioritize work items/releases, review operational issues and approve change requests.
• Lead maintaining Knowledge Management efforts and virtual team for operations.
• Develop support documents, training material, and other resources to help technicians with their knowledge and comfort level of new products and services in the subject area.
• Ensure adherence to policies and procedures
• Actively participate in the mentor program to train new hires.
• Coordinate all planned maintenance activities (upgrade and configuration changes) so that they occur with no impact to the stability and performance of the services.
Operational Excellence
• Drive quality to meet/exceed all SLAs and OLAs for operations and the business
• Drive Incident and Problem Mgmt including root cause analysis
• Provide training to engineering and other support teams as required
• Develop communication plans with internal partners to minimize end-user impact during system maintenance.
• Drive operational integration with engineering teams and lead operational readiness therein
• Form a leadership team to aid in cross-group collaboration and sharing of best practices, leading to standards used across entire organization.
Regulatory compliance
• Coordinate, lead, and maintain accountability for Service Operations' scope for all audits and relevant pre-work
Process integration and adherence
• Work with process owners to ensure that processes are adapted, implemented, and run to support regulatory requirements
Skills/Qualifications:
Ability to meet federal government security screening requirements is required for this role. Federal security requirements require applicant to verify US Citizenship and may require one or more of the following depending on the role: specialized background check, fingerprinting or government security clearances.
• Prior federal sector experience required
• Strong technical breadth background and ability to precision question
• Minimum 10 years in IT Operations roles with a focus on Service Management
• Strong, proven, and broad (not necessarily deep) technical background with a focus on Operational tooling (e.g. monitoring, incident management tools, etc)
• Driving successful internal audits in preparation for certification (initial and ongoing)
• Coordinating external audits as necessary to achieve and maintain certification
• Recognized expert for IT Operations: MOF/ITIL/ISO 20000
• IT Operations consulting experience
• Must be proficient in existing Operations Consulting solutions: DCM, SLM, PMM, etc
• Must be great at working with and leading people.
• Must be able to convince technologists of the importance of IT operations
• ITIL Service Manager certification encouraged