IT Operations Lead – Hybrid, Reliability & Incident Response

Akima Infrastructure Services; Alexandria (VA); Hybrid; USD 165,000 - 170,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k)

Job summary

Suvi, an Akima company, seeks a Deputy Operations Manager to support the Contract Program Manager and IT Operations Manager, collaborating with the Service Desk Manager to oversee enterprise IT operations across on‑premises and hybrid environments. You will lead day‑to‑day operations, supervise technical teams, coordinate incident response, and drive continual improvement using ITSM practices (ServiceNow).

A Secret clearance, IAT II, a related bachelor’s degree, and 5+ years of IT operations

Qualifications

• Active Secret security clearance required.
• IAT Level II certification (e.g., Security+ CE or equivalent).
• Bachelor's degree from an accredited institution in Information Technology, Computer Science, Information Systems, Cybersecurity, Business Administration, or a related technical field.
• Minimum of 5 years of enterprise IT operations experience, including at least 3 years supervising, leading or coordinating technical personnel responsible for infrastructure, network, cloud, application, or service-management operations.

Responsibilities

• Lead day-to-day enterprise IT operations across infrastructure, network, systems, cloud, application, and service-management functions, ensuring reliable service delivery across on-premises and hybrid environments.
• Supervise and coordinate multidisciplinary technical teams, including workload assignment, scheduling, performance monitoring, mentoring, escalation management, and prioritization of operational activities.
• Direct Tier 3 response to complex incidents, recurring problems, service degradation, and cross-service dependencies, coordinating technical teams through restoration, root-cause analysis, corrective action, and service improvement.
• Monitor operational health through enterprise monitoring tools, dashboards, alerts, service-level metrics, capacity and performance data, incident trends, and risk indicators; initiate corrective or preventive actions when required.
• Coordinate planned changes, patching, maintenance, upgrades, application releases, infrastructure modifications, and authorized service interruptions in accordance with established change, configuration, release, and risk-management processes.
• Apply IT service management practices across incident, problem, change, configuration, release, service request, knowledge, asset, and continual-improvement activities, leveraging ServiceNow or comparable ITSM platforms.
• Drive proactive service reliability through console monitoring, alert optimization, automated monitoring, scripting, preventive maintenance, automated remediation, and other capabilities designed to reduce outages and manual workload.
• Coordinate with cybersecurity, identity and access management, network, cloud, application, service desk, vendor, and Government stakeholders to resolve cross-functional issues and support vulnerability remediation, compliance, audit, security logging, and configuration-management activities.
• Develop and maintain operational procedures, escalation paths, SOPs, technical documentation, and knowledge articles, and provide leadership with clear reporting on service performance, major incidents, problems, risks, corrective actions, and recommended mitigations.

Skills

Leadership

Team coordination

Incident response

IT operations

Education

Bachelor's degree in IT/CS/IS/Cybersecurity/Business Admin

Tools

ServiceNow

Monitoring tools

Job description

Suvi, an Akima company, seeks a Deputy Operations Manager to support the Contract Program Manager and IT Operations Manager, collaborating with the Service Desk Manager to oversee enterprise IT operations across on‑premises and hybrid environments. You will lead day‑to‑day operations, supervise technical teams, coordinate incident response, and drive continual improvement using ITSM practices (ServiceNow).

A Secret clearance, IAT II, a related bachelor’s degree, and 5+ years of IT operations