Technical Operations Resolution MGR TS SCI / POLY

General Dynamics - IT; Annapolis (MD); On-site; USD 90,000 - 130,000; Full time

Job summary

General Dynamics - IT in Maryland seeks a Senior Data Analyst to own and advance data-driven resolution processes for Enterprise IT services. This role focuses on root cause analysis, problem management, and preventative actions to minimize outages for a critical government client.

On-site responsibilities in Annapolis Junction align with a dynamic team environment. Ideal candidates will bring 5+ years of relevant experience, a BA/BS, and TS/SCI w/Poly clearance.

Qualifications

• Education: Bachelor of Arts/Bachelor of Science.
• Experience: 5+ years in related roles.
• Security: TS/SCI with Poly; US citizenship required.
• Location: On-site in Annapolis Junction, MD.

Responsibilities

• Lead the problem management process and ensure best practices.
• Facilitate RCA sessions with stakeholders and technical teams.
• Develop and implement preventative actions to prevent recurrence.
• Analyze incident data to identify trends and generate reports.
• Collaborate with IT Operations and Service Delivery to close gaps.
• Cross-train in Availability and Change Management.

Skills

Problem management

RCA facilitation

Data analysis

Reporting and communication

Cross-functional collaboration

Education

Bachelor's degree (BA/BS)

Job description

GDIT Technical Operations Resolution MGR are responsible for the root cause analysis process for outages related to GDIT provided IT. This includes desktop, server, network, telephony and cloud based services. In the circumstances where a service outage has occurred and been resolved, it is their role to determine the cause of the outage. This is accomplished via coordinating with multiple teams to include meetings with the engineers and GDIT leadership. That coordination combined with an intricate knowledge of the entire technology infrastructure allows for an extremely high success rate. This role requires high level, decision making, while supporting a high profile large Government client. Once service is restored, root cause analysis is completed, to ensure similar outages do not re-occur. The role also requires a proactive approach as well, via actively seeking out problem candidates in order to investigate and avoid future outages before they occur.

Technical Operations Resolution Process Ownership:

• Lead the problem management process, ensuring adherence to established frameworks and best practices
• Drive the investigation and resolution of underlying problems causing incidents

Root Cause Analysis (RCA):

• Facilitate and document RCA sessions with stakeholders, technical teams, and subject matter experts
• Ensure timely identification and resolution of root causes and contributing factors

Preventative Actions:

• Develop and implement action plans to address identified problems and prevent recurrence
• Monitor the effectiveness of preventive measures and adjust strategies as needed

Data Analysis and Reporting:

• Analyze incident and problem data to identify trends and potential systemic issues
• Create detailed reports and documentation for stakeholders, highlighting key findings, actions, and performance metrics
• Work closely with Operations and Service Delivery teams and follow up to bridge in gaps in identification of the root cause of problems

Collaboration and Communications:

• Work closely with IT Operations and Service Delivery teams to ensure seamless problem resolution
• Serve as a liaison between technical teams and stakeholders to provide updates and gather feedback

In addition to the above Technical Operations Resolution MGR's responsibilities, the Technical Operations Resolution MGR will also cross train in Availability Management as well as Change Management. Cross training in these roles will allow the Technical Operations Resolution MGR to be more well rounded and have a better understanding of the significant major contributors to outages.

WHAT YOU’LL NEED TO SUCCEED Bring your expertise and drive for innovation to GDIT. The Data Analyst Senior must have:

Education: Bachelor of Arts/Bachelor of Science

Experience: 5+ years of related experience

Security clearance level: TS/SCI w/Poly

US citizenship required

Location: On Site Annapolis Junction, MD

Shift: Monday - Friday Days

GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.

Growth: AI-powered career tool that identifies career steps and learning opportunities

Support: An internal mobility team focused on helping you achieve your career goals

Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off

Community: Award-winning culture of innovation and a military-friendly workplace

OWN YOUR OPPORTUNITY Explore a career in data science and engineering at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your determination for solving complex data challenges.

#GLOBALSERVICES