Operations Manager; Senior and SME Level) TS​/SCI Poly REQU Security Clearance

Position: Operations Manager (Senior and SME Level) TS/SCI with Poly REQU with Security Clearance
Position

Description:

CGI Federal has an exciting opportunity for Operations Managers within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities. The Operations Manager leads an organization's highest tier of technical support. This exceptionally complex role bridges advanced engineering with strategic business leadership.

It requires mitigating company-wide outages, architecting scalable ITSM frameworks, and managing backend systems and developer escalations. CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission. This position is located in our Arlington office; however, a hybrid working model is acceptable. Your future duties and responsibilities:

Key Responsibilities (Senior Level)
Escalation & Technical Leadership

• Mission-Critical Incident Management:
Take direct command of enterprise-level outages or security threats affecting critical systems (e.g., global AD sync, SAN/NAS failures, cloud infrastructure).

• Root Cause Analysis (RCA):
Lead deep-dive RCAs to identify systemic flaws, championing permanent bug fixes, firmware patches, or architectural overhauls.

• Vendor & Developer Liaison:
Partner directly with third-party software vendors, internal software engineers, and system architects to resolve high-level architectural or integration issues.
Service Operations & Strategy

• Advanced ITSM Operations:
Design, implement, and maintain advanced IT Service Management frameworks (e.g., ITIL).

• Process Automation & Shift-Left:
Build automation workflows and self-healing systems via ITSM platforms to deflect Tier 1/2 tickets.

• System Permissions & Access:
Dictate and manage the highest levels of administrative system access and RBAC (Role-Based Access Control) necessary for advanced troubleshooting.

• Asset & Knowledge Management:
Oversee the lifecycle of enterprise assets and ensure Tier 3 knowledge base articles are highly technical, curated, and actionable.
Team Leadership & Talent Development

• Mentorship of SMEs:
Guide and train senior IT engineers, systems/network administrators, and database specialists.

• Performance Metrics & KPIs:
Define and enforce Key Performance Indicators (MTTR, SLA compliance, First Contact Resolution) and present data-backed reporting to IT executives.

• Resource Allocation:
Manage on-call schedules, budget forecasts, and staffing pipelines to ensure 24/7/365 operational resilience.

Key Responsibilities (SME Level)
Escalation & Technical Leadership

• Mission-Critical Incident Management:
Take direct command of enterprise-level outages or security threats affecting critical systems (e.g., global AD sync, SAN/NAS failures, cloud infrastructure).

• Root Cause Analysis (RCA):
Lead deep-dive RCAs to identify systemic flaws, championing permanent bug fixes, firmware patches, or architectural overhauls.

• Vendor & Developer Liaison:
Partner directly with third-party software vendors, internal software engineers, and system architects to resolve high-level architectural or integration issues.
Service Operations & Strategy

• Advanced ITSM Operations:
Design, implement, and maintain advanced IT Service Management frameworks (e.g., ITIL).

• Process Automation & Shift-Left:
Build automation workflows and self-healing systems via ITSM platforms to deflect Tier 1/2 tickets.

• System Permissions & Access:
Dictate and manage the highest levels of administrative system access and RBAC (Role-Based Access Control) necessary for advanced troubleshooting.

• Asset & Knowledge Management:
Oversee the lifecycle of enterprise assets and ensure Tier 3 knowledge base articles are highly technical, curated, and actionable.
Team Leadership & Talent Development

• Mentorship of SMEs:
Guide and train senior IT engineers, systems/network administrators, and database specialists.

• Performance Metrics & KPIs:
Define and enforce Key Performance…