Operations and Incident Manager Job Washington area,District of Columbia USA,IT/Tech

Description

Leidos is seeking a highly motivated Operations & Incident Manager (OIM) to lead enterprise infrastructure operations for the Federal Trade Commission (FTC). This is a high-visibility leadership role supporting a mission‑critical federal environment that delivers secure, reliable, and modern IT services to FTC personnel nationwide.

OIM is responsible for the following performance requirements

Lead Enterprise Operations
- Direct daily operations supporting a large-scale federal IT environment serving approximately 1,500 users and mission‑critical business systems.
- Ensure infrastructure services consistently meet or exceed contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational performance targets.
- Oversee monitoring, maintenance, and optimization of enterprise infrastructure, including cloud, network, server, storage, collaboration, and platform services.
- Drive continuous service improvement initiatives that enhance reliability, efficiency, security, and customer satisfaction.
Manage Incident, Problem, and Service Delivery Processes
- Serve as the primary operational lead for major incident management, outage response, escalation coordination, and service restoration activities.
- Ensure timely resolution of incidents, service requests, and operational problems in accordance with ITIL best practices.
- Lead root cause analysis efforts and implement corrective actions to reduce recurring issues.
- Coordinate closely with FTC stakeholders and End User Support Services (EUSS) leadership to ensure effective communication during service disruptions and major incidents.
- Provide operational metrics, trend analysis, and performance reporting to program leadership and government stakeholders.
Drive ITIL-Based Service Management
- Lead execution of ITIL-compliant Incident, Problem, Change, Release, and Service Transition processes.
- Ensure all infrastructure changes are thoroughly documented, tested, approved, and implemented in accordance with FTC governance requirements.
- Review and approve operational procedures, implementation plans, rollback plans, and technical documentation supporting infrastructure changes.
- Promote operational discipline and process maturity across the enterprise support organization.
Support Cybersecurity and Compliance
- Coordinate operational support for security investigations, vulnerability remediation, audit activities, and compliance initiatives.
- Partner with ISSOs and cybersecurity personnel to provide operational metrics, forensic data, and incident response support.
- Ensure infrastructure operations align with FTC security policies, federal regulations, and industry best practices.
Lead High-Performing Teams
- Provide leadership, mentorship, and direction to a geographically distributed team of infrastructure professionals.
- Manage direct reports while coordinating activities across multiple technical disciplines and subcontractor teams.
- Foster a culture of accountability, collaboration, innovation, and customer service excellence.
- Establish priorities and allocate resources to balance operational requirements, project activities, and strategic initiatives.
Partner with Senior Stakeholders
- Serve as a trusted advisor to FTC leadership regarding operational performance, risks, service improvements, and modernization opportunities.
- Present operational status, incident updates, service metrics, and strategic recommendations to government executives and program leadership.
- Coordinate with vendors, cloud providers, and external service partners to resolve issues and improve service delivery.

Primary Responsibilities

Lead the day-to-day operations of an IT environment for a federal customer supporting approximately 1,500 end users.
Ensure perpetual monitoring of the…