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Field Operations Leader

Field Operations LeaderApply Save job 1685694 Patuxent River Estates, Maryland
Description
Every day at Perspecta, we enable hundreds of thousands of people to take on our nation's most important work. We're a company founded on a diverse set of capabilities and skills, bound together by a single promise: we never stop solving our nation's most complex challenges. Our team of engineers, analysts, developers, investigators, integrators and architects work tirelessly to create innovative solutions. We continually push ourselves-to respond, to adapt, to go further. To look ahead to the changing landscape and develop new and innovative ways to serve our customers.
Perspecta works with U.S. government customers in defense, intelligence, civilian, health care, and state and local markets. Our high-caliber employees are rewarded in many ways-not only through competitive salaries and benefits packages, but the opportunity to create a meaningful impact in jobs and on projects that matter.
Perspecta's talented and robust workforce-14,000 strong-stands ready to welcome you to the team. Let's make an impact together.
Perspecta has an immediate need for a Field Services Tech Lead in Washington, District of Columbia.
Under general direction, this position applies specialized knowledge in a single discipline such as assembly/integration, cross-discipline functions, data engineering, industry expertise, knowledge engineering or legacy evolution. Applies specialization to conceptualize, design, construct, test implement portions of business and technical information technology solutions through application of appropriate software development life cycle methodology. Interacts with the customer to gain an understanding of the business environment, technical context and organizational strategic direction. Defines scope, plans and deliverables for assigned projects. Collects, identifies, defines and organizes detailed user and information technology requirements. Coordinates and collaborates with others in analyzing collected requirements to ensure plans and identified solutions meet customer needs and expectations. Confirms and prioritizes project plans and deliverables with the customer. Participates in business and technical information technology solution implementations, upgrades, enhancement and conversions. Understands and uses appropriate tools to analyze, identify and resolve business and or technical problems. Applies metrics to monitor performance and measure key project criteria. Prepares system documentation. Establishes and maintains security, integrity and business continuity controls and documents. Participates in special studies. Stays current on emerging tools, techniques and technologies. Assists information engineers on application of specialized knowledge to coding, testing, implementation and documentation projects.
Incident Management:
Identify performance issues proactively.
Provides support for nonstandard or specialized systems including proactive and reactive troubleshooting. Works within strict time scales and elevates incidents within defined time windows.
Problem Management:
Uses proactive monitoring procedures/tools to identify problem prevention opportunities.
Apply technical knowledge to eliminate recurring incidents.
Change Management:
Configure system hardware, software and network components to meet established standards with assistance.
Perform installations, configurations including security and patch deployment.
Configuration Management:
Elevate discrepancies within Configuration Management Database (CMDB) to ensure customer system integrity.
Operations Maintenance:
Perform routine maintenance. May include performing tape/backup operations.
Quality:
Understands the impact of operations delivery on the customer's business. Manage team's ability to meet target goals through coordination of continuous service improvement initiatives.
Project Management:
Contribute to project management initiatives.
Escalation Management:
Provide subject matter expertise. Manage escalations off core business hours.
Customer Relationship:
Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
Work effectively in a multicultural environment.
Participate in customer visits and service reviews.
Respond to service, product, technical, and customer-relations questions.
Teamwork:
Lead a small team focusing on both cost and quality management.
Qualifications
Knowledge and Skills:
SECRET clearance (SSBI preferred)
Must be a United States citizen
Basic network troubleshooting (TCP IP)
DoD 8570: A+ Certification on hand on first day. (Could accept Network +, Security +, or CISSP)
Experience with Microsoft Windows OS, Active Directory, Service Manager, Remedy, Remote Desktop, and Hardware/Software troubleshooting.
HPE Certified Professional Exam - Servicing HPE Desktops, Workstations, and Notebooks.
Dell Online Service Department (DOSD cert)
NMCI experience or knowledge preferred
Excellent customer service / customer interaction skills
Exceptional communication and documentation skills for trouble-shooting and trouble ticket handling
Demonstrated aptitude and desire to excel as an IT professional/leader
Able to demonstrate broad knowledge of corporate policies, products/service portfolio, markets and processes.
Thorough knowledge of administration or technical practices in relevant areas, plus application of basic theory.
Able to apply advanced knowledge to assist in the operation of several aspects of a technology area/customer group.
Ability to resolve or assist in the resolution of complex customer problems.
Able to maximize systems availability in standardized customer environments.
Able to apply basic management skills in planning, problem solving, solution innovation, analysis.
Able to demonstrate good oral, written, and telephone communication skills.
Ability to build and maintain relationships with customers, peers, and support partners.
Able to provide some proactive account understanding of the Customer's system environment and associated business needs.
Ability to work in a team environment, which may be local, global, virtual, or multifunctional.
Demonstrate good teamwork with peers.
EEO Tagline: Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories


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