Application and Platform Operations Center (APOC) Manager - NASA NCAPSJob Category : Information TechnologyTime Type : Full timeMinimum Clearance Required to Start : Public TrustEmployee Type : RegularPercentage of Travel Required : Up to 25%Type of Travel : Continental US*
CACI’s Agile Digital Solutions Operating Group is searching for individuals to lead application development and support for NASA's enterprise business systems.
Selected candidates will deliver and sustain capabilities in a fast-paced SAFe agile development environment. CACI is hiring an Applications and Platforms Operations Center (APOC) Manager who will lead NASA’s Tier 1 Enterprise Service Desk (ESD) and Ops Centers.
The APOC Manager will be a senior leader and will manage teams consisting of both leads and individual contributors responsible for improving enterprise transparency, ensuring cross-contract collaboration via ServiceNow, and achieving efficiencies by reducing the O&M workload across Agile Teams.
As the APOC Manager, you will lead a team delivering :
24x7x365 centralized performance, health, and capacity monitoring and event management across multiple applications and platforms using Dynatrace emphasizing predictive analytics, proactive remediation, and self-healing.
Incident triage, escalation to Tier 3 (Agile Product and Shared Services Teams), and ticket management through resolution;
incident SLA monitoring; and incident resolution based on Agile Team-provided knowledge articles.
Outage coordination, including cross-program troubleshooting, outreach to on-call staff, vendor / OEM (Tier 4) escalation, and program communications to end users.
Problem investigations for any unplanned outages, recurring application performance issues proactively and reactively detected via monitoring tools, or at the request of the Government.
Master change and outage calendar management providing transparency to NCAPS, NASA, and OCIO Enterprise Contractor stakeholders.
Collaborating with our Applications and Platforms Security Operations Center (APSOC), which centralizes our security incident response process, provides spillage management and sanitization expertise, and interfaces with other NASA activities.
What you’ll get to do :
Manage daily production operations support over infrastructure, systems, services, & external interfaces
Lead internal IT, Product, and Shared Services teams responsible for resolving operational support issues.
Ensure daily monitoring is performed timely for services, jobs and interfaces for failures, irregularities, and performance issues.
Ensure team supports critical processes outside of normal hours to include nights, weekends and holidays.
Ensure Product and Operations Teams develop SOPs and processes for incident management and resolution.
Lead rapid response to quickly resolve issues and outages.
Drive innovation through special projects and technical upgrades
Monitor support ticket queues to promote rapid response by all portfolio teams.
Communicate with senior customer stakeholders on reporting metrics (e.g., system data, error logs, & user reports)
Responsible for operations support metrics and Portfolio service desk ticket queues.
Frequently meet with Portfolio Owner, Service Delivery Manager and Hosting Facility POCs
You’ll Bring These Qualifications
Must be a U.S. citizen with an active Public Trust clearance (or the ability to obtain a Public Trust or higher, if needed)
Bachelor's degree in Computer Science, Information Management Systems, or related. Experience considered in lieu of degree
Must have at least 10 years of relevant, related technical experience.
Excellent verbal and written communication skills
Prior experience leading application operations and sustainment activities on a large, complex program
Experience with a variety of technology stacks and platforms (.NET, Java, SQL, ColdFusion, etc.)
These Qualifications Would Be Nice to Have
Experience managing operations in an Agile environment
Experience with SecDevOpps and Agile processes and / or tools
What We Can Offer You :
We’ve been named a Best Place to Work by the Washington Post.
Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives.
We offer competitive benefits and learning and development opportunities.
We are mission-oriented and ever vigilant in aligning our solutions with the nation’s highest priorities.
For over 60 years, the principles of CACI’s unique, character-based culture have been the driving force behind our success
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