Independent Software

Availability Manager, Level 2

IT Operations - Annapolis Junction, MD - Full Time

What You Will Do:

At Independent Software, ensuring network reliability and service availability is critical to mission continuity. As an Availability Manager Level 2, you will oversee the delivery of IT support services across global regions, monitor compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), manage network outages, and respond to major incidents. You’ll analyze metrics and client data to identify trends and root causes, drive preventative measures, and craft post incident after action reports. Your role is pivotal in maintaining a best in class customer support experience worldwide, delivering continuous, high quality service 24/7.

Key Responsibilities: 

  • Manage and coordinate response to network outages and major incidents across supported regions
  • Monitor SLAs and KPIs to ensure service levels are met and exceeded
  • Analyze incident trends and client data to anticipate problems and prevent recurrence
  • Develop and deliver after action reports and root cause analyses for major outages
  • Collaborate with IT teams across domains to implement proactive solutions
  • Complete tailored training to support around the clock operations
  • Provide feedback to Program Management Office (PMO) teams regarding operational insights and improvements
Required Skills and Qualifications:
  • Strong incident management and problem analysis skills
  • Ability to interpret performance data and translate insights into actionable improvements
  • Excellent written and verbal communication skills for incident reporting and coordination
  • Proficient in collaborating with multidisciplinary IT teams and stakeholders
  • Detail oriented and able to manage complex global support needs efficiently
Education and Experience:
  • Bachelor’s degree in a technical or related discipline
  • A minimum of 2 years of relevant experience in technical or engineering support roles involving IT equipment, networks, or end user devices
Certifications:  
  • Security+ or other IAT Level II certification is required
Clearance Requirement:
  • Must possess an active TS/SCI with appropriate Polygraph to be considered for this role

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.
 
Apply: Availability Manager, Level 2
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