Technical Operations Resolution Manager

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

Top Secret SCI + Polygraph

Clearance Level Must Be Able to Obtain:

Top Secret SCI + Polygraph

Public Trust/Other Required:

None

Job Family:

Data Science and Data Engineering

Job Qualifications:

Skills:

Action Planning, Change Management, Problem Management, Problem Resolution, Root Cause Analysis (RCA)

Certifications:

None

Experience:

5 + years of related experience

US Citizenship Required:

Yes

Job Description:

GDIT Technical Operations Resolution MGR are responsible for the root cause analysis process for outages related to GDIT provided IT. This includes desktop, server, network, telephony and cloud based services. In the circumstances where a service outage has occurred and been resolved, it is their role to determine the cause of the outage. This is accomplished via coordinating with multiple teams to include meetings with the engineers and GDIT leadership. That coordination combined with an intricate knowledge of the entire technology infrastructure allows for an extremely high success rate. This role requires high level, decision making, while supporting a high profile large Government client. Once service is restored, root cause analysis is completed, to ensure similar outages do not re-occur. The role also requires a proactive approach as well, via actively seeking out problem candidates in order to investigate and avoid future outages before they occur.

● Technical Operations Resolution Process Ownership:

• • Lead the problem management process, ensuring adherence to established frameworks and best practices
  • Drive the investigation and resolution of underlying problems causing incidents

● Root Cause Analysis (RCA):

• • Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts
  • Ensure timely identification and resolution of root causes and contributing factors

● Preventative Actions:

• • Develop and implement action plans to address identified problems and prevent recurrence
  • Monitor the effectiveness of preventive measures and adjust strategies as needed

● Data Analysis and Reporting:

• • Analyze incident and problem data to identify trends and potential systemic issues
  • Create detailed reports and documentation for stakeholders, highlighting key findings, actions, and performance metrics
  • Work closely with Operations and Service Delivery teams and follow up to bridge in gaps in identification of the root cause of problems

● Collaboration and Communications:

• • Work closely with IT Operations and Service Delivery teams to ensure seamless problem resolution
  • Serve as a liaison between technical teams and stakeholders to provide updates and gather feedback

In addition to the above Technical Operations Resolution MGR's responsibilities, the Technical Operations Resolution MGR will also cross train in Availability Management as well as Change Management. Cross training in these roles will allow the Technical Operations Resolution MGR to be more well rounded and have a better understanding of the significant major contributors to outages.

WHAT YOU’LL NEED TO SUCCEED Bring your expertise and drive for innovation to GDIT. The Data Analyst Senior must have:

● Education: Bachelor of Arts/Bachelor of Science

● Experience: 5+ years of related experience

● Security clearance level: TS/SCI w/Poly

● US citizenship required

● Location: On Site Annapolis Junction, MD

● Shift: Monday - Friday Days

GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.

● Growth: AI-powered career tool that identifies career steps and learning opportunities

● Support: An internal mobility team focused on helping you achieve your career goals

● Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

● Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.

#GLOBALSERVICES

The likely salary range for this position is $97,750 - $132,250. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

Less than 10%

Telecommuting Options:

Onsite

Work Location:

USA MD Annapolis Junction

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Our Identity Verification Process:

As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.

About Our Work:

We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.Join our Talent Community to stay up to date on our career opportunities and events at

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Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans