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Availability Manager, Level 1
Availability Manager, Level 1Independent Software • Columbia, MD, US
Availability Manager, Level 1

Availability Manager, Level 1

Independent Software • Columbia, MD, US
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What You Will Do :

  • As an Availability Manager, you will support the customer’s computer data communications systems by overseeing network event management, incident response, and operational troubleshooting efforts.
  • You will lead operational activities to ensure network availability, performance, and compliance with established baselines.
  • This role includes supervising a team of technicians responsible for day-to-day Network Operations and Maintenance (O&M) activities.
  • You will make extensive use of Micro Focus tools, ServiceNow, and a strong understanding of the Open Systems Interconnection (OSI) model to manage incidents, coordinate responses, and support continuous service improvement.

Key Responsibilities :

  • Lead incident response efforts during critical outages, ensuring timely resolution and proper notification to management and customer points of contact.
  • Implement and support moderately complex business processes, contributing to ongoing process improvement initiatives to enhance service delivery.
  • Identify operational issues or process enhancements of significance and implement corrective actions.
  • Supervise, evaluate, and develop technical staff to improve performance, professional growth, and quality of work output.
  • Address performance concerns and provide recommendations related to personnel actions as needed.
  • Prepare daily reports covering incidents, change and problem tickets, and SLA performance.
  • Develop summary reports for all major incidents occurring during assigned shifts.
  • Manage and coordinate Operations Center staffing and scheduling requirements.
  • Communicate effectively and professionally with personnel at all levels, from technicians to senior leadership.

    • Required Skills and Qualifications :

  • Strong troubleshooting and technical skills in networking and desktop support environments.
  • Solid understanding of network monitoring, event management, and incident escalation processes.
  • Strong time management, communication, interpersonal, and presentation skills.
  • Ability to operate effectively in a fast-paced, high-availability operations environment.
  • Experience with enterprise monitoring tools such as HP OpenView, SolarWinds, or Splunk (preferred).
  • Experience with IT Service Management (ITSM) tools such as ServiceNow, Remedy, Service Manager, or equivalent (required).

    • Ability to work the assigned shift from 3 :

  • 00 PM to 11 : 00 PM.

    • Education and Experience :

  • A minimum of three (3) years of experience supporting programs or contracts of similar scope, type, and complexity.
  • Bachelor’s degree in Engineering or a related field from an accredited college or university.
  • Four (4) additional years of relevant network engineering experience may be substituted in lieu of a bachelor’s degree.

    • Clearance Requirement :

  • Must possess an active TS SCI with appropriate Polygraph to be considered for this role Why Choose Independent Software : At Independent Software, our people are the mission.
  • We’ve built a company around collaboration, integrity, and innovation and we make sure our team has the tools and support to grow, succeed, and thrive.

    • When you join us, you will :

  • Support critical national security missions that matter Be part of a close-knit, employee-first culture where your voice is heard Expand your skills through ongoing training, mentorship, and career development Enjoy competitive compensation, generous benefits, and work-life balance Ready to take the next step in your career?
  • Join us and be part of something bigger.

    • Apply today.

  • We’re an equal opportunity employer.
  • All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.   Powered by JazzHR
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