Summary:
The Operations (Ops) Controller is a critical role responsible for health, stability, and continuous operation of critical IT infrastructure and systems. This role oversees the day-to-day activities of the operations team, driving proactive operational maintenance, measured monitoring, and planned change management activities. The Ops Controller achieves service reliability by proactively monitoring for risks, adhering to an ITSM practices, measuring team efficiency, and fostering ongoing team development. The Operations Controller champions best practices, promotes automation, and drives continual service improvement initiatives to optimize IT performance and deliver maximum value to the business.
Key Responsibilities:
Centralized Control and Coordination:
- Serve as the primary point of contact for coordination of all maintenance, measurements, monitoring and change management activities.
Operational Health and Stability:
- Ensure the continuous operation and stability of IT infrastructure.
- Monitor system performance, proactively address risk and mitigation.
- Maintain and improve operational documentation.
Incident, Problem and Change Management:
- Lead and coordinate incident resolution efforts, ensuring timely and effective responses to service disruptions.
- Drive problem management activities, including root cause analysis and remediation engineering with Architecture and Engineering team.
- Manage the change control process, ensuring that changes are implemented in a controlled and compliant manner, minimizing risks to service availability.
- Track and report on key metrics related to systemic issues and problems.
Process and Procedures:
- Ensure team members adhere to established processes and procedures for all operational activities, validating reviews, approvals, and documentation.
- Ensure adherence to Systems Engineering processes and principles for a large-scale Enterprise environment within DoD
Communication and Reporting:
- Maintain a daily activity log, Cyber Security Register, and provide regular updates and briefings to stakeholders, ensuring transparency and keeping everyone informed.
- Maintain clear and consistent communication with stakeholders regarding the status of operational activities.
Overall Accountability:
- Accountable for IT Operational health ensuring IT Operations activities are performed in a controlled, coordinated, and compliant manner.
Qualification:
The Ops Controller should possess expertise and skills in the following areas:
- Must have, or be able to obtain a DoD Secret security clearance
- 5 or more years of experience in IT operations management, network control center (NCC) or enterprise operations center (EOC) roles.
- IT Operational Management experience spanning across multiple enterprise environments, including DoD and commercial.
- Experience in IT operations with a focus on Desktop User Experience.
- Deep understanding of ITIL framework and best practices, including incident management, problem management, change management, and service release management.
- Strong verbal and written communication skills; ability to interact with senior leadership.
- Familiarity with enterprise monitoring tools (e.g., SolarWinds, Splunk, Netcool, HP OpenView, etc.).
- 8570 or 8410 compliant certifications
Desired Skills and Experience:
- Bachelor's degree in computer science, Information Technology, or equivalent combination of education and experience (4 additional years of relevant experience may substitute for a degree).
- Experience in a specific industry (e.g., MDA, DoD IT Operations).
- Project management experience.
- ITIL Strategic Leader certification.
Desired Certifications:
ITIL Certification (e.g., ITIL 4 Foundation, ITIL 4 Managing Professional)
Relevant technical certifications (e.g., Microsoft Certified: Azure Administrator Associate, AWS Certified SysOps Administrator – Associate)