Core Responsibilities:

Management of Service Operations

Deliver an excellent Customer Experience by managing the delivery of IT Services along an ITIL framework, specifically within:

• General Management
  • Relationship Management: manage relationship with key customer stakeholders, including running customer facing and internal recurring operations forums by setting agenda, preparing updates about KPIs, incidents, RCAs, problems, performance against SLAs, capturing action items, and following up.
  • Information Security Management: maintain system access user groups. Audit quarterly to verify employee onboarding/ change/offboarding process working properly.
  • Knowledge Management: ensure SOPs, subscriber information, and infrastructure documentation are up to date and stored centrally in customer KMS.
  • Measurement and reporting: ensure key measures for SLA compliance are clearly defined and reported through customer system.
  • Continual Improvement: work with Operations and Engineering to improve service delivery metrics as well as drive the usage and integration of Skyline operations standard processes and procedures

• Service Management
  • Availability Management: meet service availability (uptime) SLAs by ensuring infrastructure is current with tested code updates, support contracts, and managing equipment lifecycles through IT Asset Management processes.
  • Capacity Management: ensure services maintain sufficient capacity to meet demand via monitoring and reporting. Escalate recommendations for changes to customer and engineering.
  • Service Continuity Management: work with customer provided services and engineering to ensure DR planning meets customer requirements.
  • Incident & Problem Management: work with NOC to ensure Incidents are responded to within SLAs and Problem tickets created and resolved for recurring or known issues.
    • Act as primary Voice of Skyline for client escalations while supporting Operations staff through Incidents
    • Be on call 24/7/365 for Incident escalations
  • Monitoring and Event management: ensure all monitoring tools properly configured, backed up, and reporting metrics necessary for SLA management. Where necessary, maintain integration between systems.
  • Service desk (NOC): work with NOC manager to ensure adequately trained staff are available to support program.
  • Change Management: ensure changes are effectively communicated and managed by leading the internal and client Change Advisory Boards (CAB).
  • Service configuration management: Ensuring all CIs in or managing the infrastructure are properly configured and documented in customer CMDB. Perform audits of configurations on a periodic basis to ensure compliance with baseline.

• Technical Management
  • Deployment Management: Understand the impact of change from engineering projects and ensure transition activities clearly defined and executed before accepting change into operations
  • Report status, progress, and escalate issues to Program Manager
  • Manage staff including Network Operations Engineers and Service Problem Manager

Internal Task Management and Support

• Participate in Corporate Development Activities
• Develop Annual Business Plan
• Schedule Quarterly reviews with the Program Manager, Team Lead, Director of Revenue & CRO
• Performance Management of staff
  • Identify and achieve quarterly production goals
  • Identify and achieve quarterly development goals

Project Management

• Manage small projects and staffing support
• Manage account task order scope, schedule, and budget
• Provide overall Operations Project portfolio reporting to DoIT and Program Manager
• Escalate customer concerns and issues

Education and Experience Requirements

• Bachelors Degree in Computer Science or Engineering
  • or 12 years of experience in a computer-related field
• Technical certification (Network preferred)
• ITIL 4 Foundations
• ITIL 4 Intermediate Certification (within 6 months)
• 3-5 years of experience in a Team Lead or IT management
• Strong & Proactive Verbal Communication Skills
• Strong Written Communication Skills

About Skyline

Skyline Technology Solutions is a full-service IT integrator, enterprise solution provider, and product developer to transportation, education, and public safety customers in federal, state and local, and commercial spaces.

Headquartered in Maryland, Skyline is passionately committed to unlocking value for clients by building trusting relationships that translate to delivering solutions with outstanding customer service. Skylines specializations in managed IT solutions, public safety data, video interoperability, and physical security and access control services are currently employed in 17 states across the U.S. Find out more about Skyline by visiting skylinenet.net.