Deputy Operations Manager

What you'll do

• Oversee IT service management processes including incident management, problem management, and SLA/KPI performance.
• Lead a multidisciplinary team of cloud, network, and site reliability engineers supporting 60+ mission-critical applications.
• Direct operational planning, workforce staffing, resource allocation, and subcontractor management.
• Drive continuous improvement initiatives to optimize processes and align operations with program strategy.
• Serve as the primary customer interface to address mission requirements and ensure service satisfaction.
• Provide leadership during major incidents by coordinating cross-functional response activities and establishing priorities.
• Oversee security, compliance, and process audit activities including vulnerability remediation and risk mitigation.
• Mentor and develop operations leaders and technical staff to promote accountability and technical excellence.

What we're looking for

• Must have an active DoD Secret security clearance.
• Bachelor’s degree and 8+ years’ relevant experience or a Master’s degree and 6 years’ relevant experience.
• 5 years’ experience leading teams or projects.
• Experience supporting mission-critical IT operations within high-availability, enterprise environments.
• Experience with incident management, technical troubleshooting, service restoration, log and trend analysis, and root cause analysis (RCA).
• Experience supporting cloud environments and performing enterprise systems administration.
• Experience using IT service management (ITSM) and support ticketing systems to track, manage, and resolve incidents and service requests.
• 4+ years of experience managing device configuration and patch management for an enterprise operation of similar size and complexity (preferred).