Homeoffice eSimplicity - Operations Manager bei eSimplicity

About Us:

eSimplicity is modern digital services company that work across government, partnering with our clients to improve the lives and ensure the security of all Americans—from soldiers and veteran to kids and the elderly, and defend national interests on the battlefield. Our engineers, designers and strategist cut through complexity to create intuitive products and services that equip Federal agencies with solutions to courageously transform today for a better tomorrow for all Americans.

Purpose and Scope: 

We are seeking a proactive, driven, and organized Operations & Maintenance Manager to oversee all aspects of a large program’s production support, including DevSecOps, Production Support Engineering, and Help Desk operations. This role provides mentoring and leadership to the team, ensures service level requirements and performance goals are achieved, and drives high-quality service delivery. The Manager develops and enforces processes, leverages ITSM tools, reviews key performance metrics, and implements improvements to ensure stability, scalability, and security of systems. 

Responsibilities: 

• Oversee and manage the program’s production support functions, including DevSecOps engineers, production support engineers, and help desk agents. 
• Ensure the reliability, scalability, performance, and security of IT systems and applications in production. 
• Coordinate the monitoring and ongoing maintenance of production infrastructure and applications. 
• Lead and mentor the production support team, providing technical guidance, professional development, and clear performance objectives. 
• Support the resolution of production incidents from intake through resolution, ensuring proper escalation, follow-through, and closure within defined SLAs. 
• Manage schedules, coverage, and on-call rotations for the support team. 
• Analyze incident trends, identify recurring problems, and drive root cause analysis and long-term solutions. 
• Partner with security analysts and engineers on vulnerability remediation and application of patches, updates, and security measures. 
• Collaborate across delivery, engineering, and management teams to align production support strategies with program and organizational goals. 
• Ensure ITSM processes (e.g., incident, problem, change management) are consistently followed and optimized. 
• Leverage tools such as ServiceNow, Jira, and Confluence for ticketing, workflow, knowledge management, and reporting. 
• Support audits, compliance requirements, and reporting as needed. 

Competencies: 

• Incident & Problem Resolution – Diagnose, troubleshoot, and resolve technical and operational issues quickly and effectively. 
• Process Optimization – Continuously refine support and DevSecOps processes to improve efficiency and reliability. 
• System & Application Support – Oversee upgrades, deployments, and patching to ensure stability and minimal disruption. 
• Security & Compliance – Implement security best practices and coordinate vulnerability remediation. 
• Vendor & Tool Management – Manage external vendors and ensure effective use of ITSM and monitoring tools. 
• Technical Project Management – Plan and execute operational projects on time and within scope. 
• Performance Metrics & Reporting – Define, track, and report KPIs to measure service quality and drive improvements. 
• Team Leadership & Development – Build a collaborative, accountable team culture with strong communication and continuous improvement. 

Required Qualifications: 

• All candidates must pass public trust clearance through the U.S. Federal Government. This requires candidates to either be U.S. citizens or pass clearance through the Foreign National Government System which will require that candidates have lived within the United States for at least 3 out of the previous 5 years, have a valid and non-expired passport from their country of birth and appropriate VISA/work permit documentation.
• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s preferred). 
• Experience: 5–8 years in IT operations, production support, or Help Desk management, with at least 3+ years in a leadership role. 
• Familiarity with Agile/Kanban methodologies. 
• Salesforce Admin Certification or willingness to obtain. 
• Proven leadership, team management, and interpersonal skills. 
• Strong proficiency in IT operations, including infrastructure, application support, and cloud services (AWS, Azure, etc.). 
• Knowledge of ITSM frameworks (ITIL preferred). 
• Solid understanding of cybersecurity best practices and data protection. 
• Strong problem-solving, analytical, and decision-making skills. 
• Ability to manage multiple priorities in a fast-paced environment. 
• Excellent communication, collaboration, and stakeholder management skills. 
• Hands-on experience with monitoring, logging, and incident management tools. 

Desired Qualifications: 

• Certifications: ITIL Foundation certification  
• SAFe Certification  
• Experience in supporting operations for a Salesforce project 
• Experience supporting projects for data platforms and data solutions 

Working Environment:
eSimplicity supports a remote work environment operating within the Eastern time zone so we can work with and respond to our government clients. Expected hours are 9:00 AM to 5:00 PM Eastern unless otherwise directed by your manager.
Occasional travel for training and project meetings. It is estimated to be less than 25% per year.

Benefits:
We offer highly competitive salaries and full healthcare benefits.

Equal Employment Opportunity:
eSimplicity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, age, status as a protected veteran, sexual orientation, gender identity, or status as a qualified individual with a disability.