SMS Data Products Group
Overview
The IT Operations Lead will be responsible for managing day-to-day enterprise IT operations, service availability, and real-time incident resolution across USCGs Command Center and associated infrastructure environments. This leader will oversee Tier 2 and Tier 3 escalations, coordinate with service towers, and ensure reliable performance across a hybrid network of cloud, shore, afloat, and classified systems. The IT Operations Lead plays a vital role in delivering mission readiness, system uptime, and performance compliance across a highly distributed and complex technical environment. The ideal candidate will have deep technical operations experience, strong leadership skills, and a demonstrated ability to manage high-priority incidents and enterprise monitoring platforms in a federal or defense setting. Responsibilities Manage daily IT operations from the USCG Command Center, including enterprise monitoring, service recovery, and incident coordination. Oversee Tier 2/3 escalations for critical issues across platforms and coordinate with engineering, cybersecurity, and service teams to resolve outages. Ensure infrastructure availability, performance, and capacity compliance with SLAs and PMR metrics. Lead incident triage, root cause analysis (RCA), and development of Corrective Action Plans (CAPs). Maintain shift schedules, turnover documentation, and Command Center knowledge management practices. Support the implementation of modernization initiatives, DDIL readiness, and tech refresh programs in partnership with the Engineering and PMO teams. Interface with asset management, logistics, and platform leads to ensure system operational readiness across USCG domains (shore, afloat, NIPR/SIPR). Contribute to Monthly Status Reports and operational briefings to Coast Guard leadership.
Demonstrated Abilities
Proven ability to manage high-volume IT operations in a federal or DoD Command Center, NOC, or enterprise environment. Skilled in enterprise monitoring, escalation protocols, and outage response. Knowledge of AMIP, DDIL, and USCG IT policy frameworks. Strong written and verbal communication skills for incident reporting and stakeholder coordination. Experience leading multi-shift teams, enforcing operational discipline, and mentoring technical staff.
Education
Bachelors degree in Information Systems, Computer Science, or related field. Certifications
ITIL v4 Foundation Required Advanced IT operations or monitoring certifications Preferred (e.g., Network+, BMC Certified, SRE)
Clearance
DoD Top Secret Required (TS/SCI Eligible Preferred) Experience
8+ years of IT operations or infrastructure management experience, including 3+ years in a supervisory or shift lead role. Experience supporting federal IT environments, Tiered support models, and operational response frameworks. Familiarity with enterprise monitoring tools (e.g., SolarWinds, BMC Helix, Nagios) and ITSM platforms (e.g., Remedy, ServiceNow).
SMS is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr
The IT Operations Lead will be responsible for managing day-to-day enterprise IT operations, service availability, and real-time incident resolution across USCGs Command Center and associated infrastructure environments. This leader will oversee Tier 2 and Tier 3 escalations, coordinate with service towers, and ensure reliable performance across a hybrid network of cloud, shore, afloat, and classified systems. The IT Operations Lead plays a vital role in delivering mission readiness, system uptime, and performance compliance across a highly distributed and complex technical environment. The ideal candidate will have deep technical operations experience, strong leadership skills, and a demonstrated ability to manage high-priority incidents and enterprise monitoring platforms in a federal or defense setting. Responsibilities Manage daily IT operations from the USCG Command Center, including enterprise monitoring, service recovery, and incident coordination. Oversee Tier 2/3 escalations for critical issues across platforms and coordinate with engineering, cybersecurity, and service teams to resolve outages. Ensure infrastructure availability, performance, and capacity compliance with SLAs and PMR metrics. Lead incident triage, root cause analysis (RCA), and development of Corrective Action Plans (CAPs). Maintain shift schedules, turnover documentation, and Command Center knowledge management practices. Support the implementation of modernization initiatives, DDIL readiness, and tech refresh programs in partnership with the Engineering and PMO teams. Interface with asset management, logistics, and platform leads to ensure system operational readiness across USCG domains (shore, afloat, NIPR/SIPR). Contribute to Monthly Status Reports and operational briefings to Coast Guard leadership.
Demonstrated Abilities
Proven ability to manage high-volume IT operations in a federal or DoD Command Center, NOC, or enterprise environment. Skilled in enterprise monitoring, escalation protocols, and outage response. Knowledge of AMIP, DDIL, and USCG IT policy frameworks. Strong written and verbal communication skills for incident reporting and stakeholder coordination. Experience leading multi-shift teams, enforcing operational discipline, and mentoring technical staff.
Education
Bachelors degree in Information Systems, Computer Science, or related field. Certifications
ITIL v4 Foundation Required Advanced IT operations or monitoring certifications Preferred (e.g., Network+, BMC Certified, SRE)
Clearance
DoD Top Secret Required (TS/SCI Eligible Preferred) Experience
8+ years of IT operations or infrastructure management experience, including 3+ years in a supervisory or shift lead role. Experience supporting federal IT environments, Tiered support models, and operational response frameworks. Familiarity with enterprise monitoring tools (e.g., SolarWinds, BMC Helix, Nagios) and ITSM platforms (e.g., Remedy, ServiceNow).
SMS is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. #J-18808-Ljbffr