Availability Manager, Level 1

Independent Software, Inc.; Columbia (MD); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Generous benefits

Work-life balance

Job summary

Independent Software, Inc. is seeking an Availability Manager Level 1 to supervise a 24x7 operations center, oversee incident response, scheduling, and reporting, and drive process improvements for mission-critical network operations.

You will lead technical staff, coordinate with management and customers, and ensure SLAs are met while maintaining strong communication across teams.

Qualifications

• Minimum 3 years of related experience in a 24x7 operations setting.
• Experience scheduling and supervising staff in a 24x7 environment.
• Strong troubleshooting in networking and desktop support.
• Proficiency with ITSM tools (Remedy, ServiceNow, Service Manager, or equivalent).
• Strong time management, communication, interpersonal, and presentation skills.
• Demonstrated leadership and experience developing high-performing teams.
• Ability to work effectively in a fast-paced, mission-critical environment with shifting priorities.
• Ability to provide on-call support or work non-standard hours as needed.

Responsibilities

• Supervise 24x7 operations center staff and resolve issues per SLA.
• Lead incident response during outages, coordinate resources, and drive rapid resolution.
• Communicate major incidents to management and customer points of contact.
• Implement core business processes and drive process improvements.
• Identify operational or process improvements and drive successful implementation.
• Evaluate employee performance and provide coaching and mentoring to technical staff.
• Address performance issues and provide recommendations regarding personnel actions.
• Prepare daily reports covering incidents, changes, problem tickets, and SLA status.
• Develop summary reports for major incidents during assigned shifts.
• Prepare and manage staff schedules to maintain continuous 24x7 coverage.
• Communicate effectively with frontline technicians, management, and customer stakeholders.

Skills

Staff scheduling

24x7 operations

Networking troubleshooting

ITSM tools

Leadership

Communication skills

On-call support

Education

Bachelor’s degree in Engineering

Tools

HP OpenView

SolarWinds

Splunk

Job description

What You Will Do:

As an Availability Manager Level 1 with Independent Software, you will supervise 24x7 operations center activities supporting mission-critical network operations. You will oversee incident response, staff scheduling, operational troubleshooting, reporting, and process improvement to ensure issues are identified, prioritized, and resolved in accordance with service level agreements (SLAs) and customer objectives. You will lead technical staff across a fast-paced operations environment and serve as a key communication point between operations personnel, management, and customer stakeholders.

Key Responsibilities:

• Supervise 24x7 operations center staff and ensure effective identification, prioritization, and resolution of operational issues
• Lead incident response during critical outages, coordinate technical resources, and drive rapid resolution
• Ensure timely communication of major incidents to management and customer points of contact
• Implement core business processes and support process improvement initiatives
• Identify operational or process improvements and drive successful implementation
• Evaluate employee performance and provide coaching and mentoring to technical staff
• Address performance issues and provide recommendations regarding personnel actions as needed
• Prepare daily reports covering incidents, changes, problem tickets, and SLA status
• Develop summary reports for major incidents occurring during assigned shifts
• Prepare and manage staff schedules to maintain continuous coverage in a 24x7 environment
• Communicate effectively with frontline technicians, management, and customer stakeholders

Required Skills and Qualifications:

• Three (3) years of related experience
• Demonstrated experience scheduling and supervising staff in a 24x7 operational environment
• Strong troubleshooting skills in networking and desktop support
• Proficiency with ITSM tools such as Remedy, ServiceNow, Service Manager, or equivalent
• Strong time management, communication, interpersonal, and presentation skills
• Demonstrated leadership skills and experience developing high-performing teams
• Ability to work effectively in a fast-paced, mission-critical environment with shifting priorities
• Ability to provide on-call support or work non-standard hours as needed

Must be available to work one of the required schedules:

• Tuesday-Saturday, 2:00 PM-10:00 PM; OR
• Wednesday-Saturday, with assigned hours between 12:00 PM and 12:00 AM

Preferred Qualifications:

• Experience with enterprise management and monitoring tools such as HP OpenView, SolarWinds, or Splunk

Education and Experience:

• Bachelor’s degree in Engineering from an accredited college or university is desired
• Four (4) additional years of relevant Network Engineering experience may be substituted for a bachelor’s degree

Clearance Requirement:

• Must possess an active TS SCI with appropriate Polygraph to be considered for this role

Why Choose Independent Software:

At Independent Software, our people are the mission. We've built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.

• Support critical national security missions that matter
• Be part of a close-knit, employee-first culture where your voice is heard
• Expand your skills through ongoing training, mentorship, and career development
• Enjoy competitive compensation, generous benefits, and work-life balance

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.