Senior Information Systems Manager — Remote Ops & SLA
General Dynamics Information Technology
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Job summary
General Dynamics Information Technology is seeking an Information Systems Sr Manager to lead end-to-end remote support and operations, ensuring high availability and strong customer experience while adhering to SLAs.
The role involves overseeing User Account Management, Tier 2 Remote Support, COE Remote Support, and privileged access management, with the PMO and DevOps collaboration to drive stability and improvements.
Qualifications
- Bachelor of Arts or Bachelor of Science degree.
- 5+ years of related experience.
Responsibilities
- Lead and oversee User Account Management, Tier 2 Remote Support, COE Remote Support, TPAM Support, and Problem Management.
- Serve as the primary escalation point for all teams within the Operations Framework to assist with complex, high-visibility issues.
- Review and approve all ServiceNow requests related to Operations employees and ensure policy compliance.
- Monitor SLAs across services and adjust staffing, workflows, and priorities to meet targets.
- Collaborate with PMO, DevOps/Digital Services, and stakeholders to resolve operational and customer-impacting issues.
Education
Job description
General Dynamics Information Technology is seeking an Information Systems Sr Manager to lead end-to-end remote support and operations, ensuring high availability and strong customer experience while adhering to SLAs.
The role involves overseeing User Account Management, Tier 2 Remote Support, COE Remote Support, and privileged access management, with the PMO and DevOps collaboration to drive stability and improvements.
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