Operations Service Manager

Job Description

Job Description

Job Description :

We are looking for an Operations Service Manager (OSM) to capture system issues, coordinate with GPOCs on correcting those issues, and make system changes to correct bugs and possible design flaws. Join a team providing software engineering, custom application development, database administration, and operations and maintenance (O&M) for a system supporting the full system lifecycle. Provide support for deployment packaging, system maintenance, and troubleshooting for software and virtual infrastructure (cloud) components to maintain sustainability and reliability of the Sponsor's system.

Job Responsibilities and Duties :

• Assist customer alumni, Office of Alumni Relations (OAR) Staff, and contractor colleagues by capturing, communicating, and translating primary alumni portal user issues.
• Issues may range from technical access problems, navigation questions about forms and content, form submission status inquiries, and / or notifying OAR personnel of action / case management updates.
• Provide external and internal communication options, which may include separate phone and email identities requiring administrative management.
• Contribute to development efforts by monitoring user log files and coordinating with low and high elements for any CI / SEC concerns.
• Provide tangible user-story and UI / UX feedback to the development team according to Alumni user observations, comments, and feedback.
• At times, serve as an authorized DTO under the purview of peer DTOs and guidance by the team lead and / or GPOC.
• This key role will be essential for the dual 'low-to-high' and 'high-to-low' data flow of alumni user observations, comments, and feedback.

Required Skills :

Optional Skills :

Clearance :