Senior IT Operations Analyst

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Full Time Columbia, MD, US

Salary Range: $ To $ Annually

Arc Source Group, Inc. is an award-winning, woman-owned small business providing program and project management, business optimization, training development and delivery, digital accessibility, administrative, and information technology support services to federal civilian and defense customers for more than 20 years. Arc Source combines agile project management expertise and technical skills with innovative, effective solutions to help our customers achieve mission objectives.

Arc Source’s commitment to delivering high-quality services is demonstrated through its appraised processes and ISO certifications for quality and IT management.

We are seeking a Senior IT Operations Analyst to join our team of qualified, diverse individuals. We are looking for a candidate who can provide technical and strategic support to the PMO on the Department of Defense (DoD) Procurement Integrated Enterprise Environment (PIEE).

Position Location:Fully Remote/Telework Environment

Clearance Level

Required:

Active Secret Clearance

Key Responsibilities/Requirements:

• Coordinate, manage, and lead enterprise-level IT projects and initiatives supporting customer-facing systems and solutions.
• Maintain situational awareness of critical IT systems, operational status, customer-impacting issues, upcoming capabilities and deployments, and high-priority project activities.
• Coordinate emergency incident response activities, including technical coordination, stakeholder communications, leadership updates, escalation activities, and root cause analysis.
• Analyze and support the resolution of operational issues affecting business-critical systems and applications.
• Coordinate with help desk personnel, technical teams, government stakeholders, and customers to address complex IT operational issues.
• Support cloud platform technologies and associated operational activities.
• Support the Software Development Life Cycle (SDLC) for custom software development and application delivery.
• Support backup, disaster recovery, and system recovery activities.
• Apply ITIL processes and supporting tools, such as Service Now, JIRA, and Confluence, to IT operations and project activities.
• Apply working knowledge of network infrastructure, the OSI model, APIs, PKI technologies, SFTP, and related technologies to support troubleshooting and operational coordination.
• Develop and support scalable and efficient solutions to complex business problems and workflows.
• Develop, interpret, and maintain policies, procedures, and standards supporting Federal and DoW programs.
• Communicate effectively with technical teams, customers, stakeholders, and leadership across remote communication platforms in a fast-paced environment.
• Prioritize competing incidents, operational requirements, and project activities based on severity, customer impact, and mission need.

Education and Experience:

• 5-7 years of experience implementing, coordinating, or supporting IT projects and initiatives involving customer-facing solutions.
• 5-7 years of experience working with cloud platform technologies; AWS experience preferred.
• 2-3 years of experience supporting the Software Development Life Cycle (SDLC) for custom software development and application delivery to customers.
• Experience with ITIL processes and supporting tools such as Service Now, JIRA, and Confluence.
• Working knowledge of the OSI model, network infrastructure, APIs, PKI technologies, emergency incident response, SFTP, and disaster recovery methodologies.
• Demonstrated experience independently coordinating, managing, and leading enterprise-level IT projects and initiatives.
• Demonstrated technical ability to develop or support scalable and efficient solutions for complex business problems and workflows.
• Strong analytical and problem-solving skills supporting business-critical systems and operational issues.
• Excellent written, verbal, and interpersonal communication skills.
• Experience developing, interpreting, or…