Deputy Service Reliability Manager
Job Summary
Supporting the VA ESOM contract, the full-time remote Deputy Service Reliability and Operations Manager will manage enterprise-level operational leadership, focusing on Major Incident Management and ensuring effective service reliability operations across a distributed 24x7 environment.
Key responsibilities
- Provide leadership continuity in enterprise monitoring and service reliability operations as Deputy to the Service Reliability & Operations Manager
- Lead the Major Incident Management workstream, overseeing staffing, schedules, deliverables, and stakeholder coordination
- Establish and monitor KPIs and operational performance metrics to drive continuous improvement initiatives
Required qualifications
- Bachelor's degree in computer science, information systems, engineering, business, or a related discipline
- 10+ years of relevant experience in enterprise IT operations, service reliability, or incident management
- 5+ years of management or project leadership experience with multidisciplinary teams
- Strong knowledge of ITIL-based service management practices, particularly Incident and Major Incident Management
- Experience managing staffing, schedules, deliverables, and stakeholder relationships in a high-impact environment
Complete Job Description
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