MANTECH seeks a proactive and technically proficient Frontline
Operations Support Lead to guide and optimize the performance of our 24/7 multi-site operations center. In this pivotal role, you will develop support protocols, implement training strategies, and drive compliance efforts that ensure efficient and reliable frontline operations. This role is ideal for a collaborative leader who thrives in high-uptime environments and has experience with cloud, ITSM, and compliance frameworks.
Responsibilities
- You will help shape the foundational support structure for mission-critical systems by leading key initiatives in process improvement, compliance, and training. Responsibilities include but are not limited to:
- Creating and implementing best practices for a frontline support team responsible for rapid identification and resolution of production issues under strict SLOs, with seamless escalation processes
- Providing advanced technical implementation support within customer environments, including the development and validation of cloud-based support workflows integrated with existing ITSM platforms
- Collaborating with the Project Manager to scope, plan, and develop a comprehensive training program for 24/7 Frontline Operations Support Agents across multiple sites
- Supporting NIST 800-53 compliance as it relates to frontline operations by reviewing, revising, and developing documentation, interpreting requirements, identifying gaps, and providing audit support
Minimum Qualifications
- Bachelor’s degree in Computer Science, Technology, Engineering, Mathematics, or 4 years of equivalent experience in lieu of degree; Associate's Degree and 2 additional years of experience may also be considered in place of a Bachelor’s
- 10+ years of relevant experience in operations management, project management, systems engineering, or similar
- 3 years of experience in automating infrastructure provisioning, developer operations, continuous integration/delivery, and cloud-based solution architecture design, build, and deployment
- Experience with physical and virtual infrastructure (e.g., servers), operating systems, and container orchestration platforms (e.g., Kubernetes)
Preferred Qualifications
- Experience working in classified operations centers
- Familiarity with scalable networking technologies such as Load Balancers and Firewalls, as well as web standards like REST APIs and security mechanisms
- Hands-on experience with deployment and orchestration tools including Docker, Kubernetes, Mesos, OpenStack, Puppet, Chef, Salt, Ansible, and Jenkins
- Experience with Linux or Unix system administration and common IT security practices including encryption, certificates, and key management
- Proven ability to design, build, and deploy scalable cloud-based solution architectures
- Experience working directly with and managing external partners or customers
- Understanding of open-source server software such as NGINX, RabbitMQ, Redis, and Elasticsearch
- PMP certification or equivalent project management experience
- Experience working with ServiceNow
Clearance Requirements
- An active/current TS/SCI with Polygraph clearance
Physical Requirements
- Must be able to remain in a stationary position 50%
- Needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
- Frequently communicates with co-workers, management, and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations.
