IBM Technical Operations Manager in HERNDON, Virginia
Technical Operations Manager
Your Role and Responsibilities
IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.
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The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies.
As part of overall program management and technical delivery, the Technical Operations Manager provides leadership, planning, prioritization, scheduling, and effective implementation of IT initiatives and maintenance (ex. Patching). The Technical Operations Manager
coordinates with the delivery teams to create a process to ensure all infrastructure being deployed, for which the Program Technical Service Lines are responsible, are ready to enter O&M and support. This includes training for the appropriate individuals, steps for determining that delivery is ready to support, and any necessary steps are taken to ensure a smooth transition into O&M
sets a sustainable work pace for the team and collaborates on priorities across all service lines
is responsible for implementation and deployment of patches and remediations for all in-scope Middleware following the established change process. As appropriate, will work with other providers to coordinate
will have authority and oversight over the migrations and steady state execution of this engagement reporting to the Program Manager leading the operations deliver teams
leads the Program Team’s day-to-day technical activity and manages / coordinates incident responses and documents client ready root cause analysis
is responsible for all the aspects of the Program Team’s delivery/operations including, but not limited to, incident, change, and problem management, and provides overall approval of configuration and change as defined by the SOW utilizing the tool set provided by the CSP
coordinates all emergency responses for Severity 1 incidents and works with the cloud provider(s) via the Technical Account Manager (TAM) to resolve issues
coordinates all outages and troubleshooting with appropriate parties, across different support organizations and other prime contractors, to include activities outside of original scope, such as RSA, Econometrics, Exchange, Pulse Secure, physical servers on the “edge."
monitors and maintains records of system performance and capacity to ensure appropriate and timely actions are taken to avoid incidents
identifies issues and risks and recommends possible issue and risk mitigation strategies
is client facing and includes working across all service lines and cloud provider(s) to drive and provide oversight of operations. This includes meeting all Service Level Objectives and all aspects of infrastructure technical delivery as defined in the SOW
drives delivery at the lowest levels, managing the supplier's personnel, excluding Security Services Personnel, in support of the IBM Program Manager and Client management
monitors issues and provides resolutions for up-to date status reporting to the program manager and as appropriate the client, for all issues the Program Team is responsible for. Works with the TAM to fulfill this task
is the single point of contact for Program Team infrastructure operations (during migration & steady state O&M) utilizing the IBM cloud and SIOC services as well as the team lead roles listed above
is responsible for the DR/COOP plans and execution as the Disaster Recovery Manager. This includes coordination, documentation, and publishing the results to the Program Manager and Business Operations Manager for review and delivery to the client
will attend and technically represent the program at client status meetings and assign actions to the team as appropriate
Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.
Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:
Skill development: helping our employees grow their foundational skills
Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee’s strengths and career aspirations
Diversity of people: Diversity of thought driving collective innovation
In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.
With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!
Required Professional and Technical Expertise
Managing Complex O&M/Operations teams and programs - 10+ years experience
Process Consultant skills - 5 years experience
Client Presentations skills - 5+ yrs experience
Project Planning and coordination experience.
Experience managing and working cross program and with client procured cloud providers
Background in process consulting and managing processes and programs
Experience with large complex program management
Strong leadership with solid communication skills and a consultative approach
Strong executive presence and ability to navigate through challenging client situations
Experience supporting infrastructure supporting Mortgage Backed Security implementations
Ability to obtain a Public Trust clearance
Preferred Professional and Technical Expertise
CMMI skills - 3+ yrs experience
ITIL 3+ yrs
About Business Unit
Your Life @ IBM
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IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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