Operations & Sustainment Manager

All hired employees are expected to have experience with Microsoft Copilot and / or an approved equivalent AI solution.

Operations & Sustainment Lead Summary: Leads Operations and Sustainment activities by overseeing production environment operations, Tier 3 incident and defect resolution, system health monitoring, release coordination, security patching, and SLA performance reporting to sustain reliable mission operations.

Required Skills:

• Bachelor's degree in IT, Computer Science, or a related field.
• 7+ years of experience leading IT operations and sustainment for enterprise mission systems, preferably within large-scale DoD environments
• Strong experience managing Tier 3 technical support, incident and defect resolution, SLA/SLO tracking, and root cause analysis using tools such as Jira and AESMP, with knowledge of AWS environments and the Appian platform
• Ability to monitor system health, maintain operational SOPs, and coordinate production communications
• Experience supporting release coordination, outage scheduling, security patching, and operational readiness activities
• Ability to brief system health, performance metrics, SLA compliance, and operational risks to stakeholders
• Working knowledge of AI concepts and practical applications
• CompTIA Security+ required. ITIL, AWS operations, Scrum, or Appian certification preferred
• Secret Clearance

Desired Qualifications:

• Experience supporting Army or DoD production systems, Appian or low-code applications, COOP/DR planning, and secure cloud environments is highly desired

 Responsibilities:

• Oversee ACWS production environment operations and sustainment activities
• Manage Tier 3 incident and defect resolution in accordance with SLAs
• Monitor system health, maintain SOPs, and conduct root cause analysis for operational issues
• Coordinate system communications, outage scheduling, traditional releases, and security patching
• Provide defect prioritization recommendations and support COOP/DR planning
• Participate in recurring Production Status Meetings to report system health, performance metrics, and SLA compliance

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The posted salary range is a good-faith estimate. Actual compensation will be based on the selected candidate’s qualifications, experience, skills, and other job-related factors.