Senior Operations and Curriculum Specialist
Fusion MasTech Inc.
Operations Manager
eSimplicity
full-time
Posted on:
Location Type: Remote
Location: Remote • South Carolina • 🇺🇸 United States
Visit company websiteSalary
💰 $131,100 - $160,000 per year
Job Level
Mid-LevelSenior
Tech Stack
AWSAzureCloudCyber SecurityITSMServiceNow
About the role
- 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.
Requirements
- All candidates must pass public trust clearance through the U.S. Federal Government.
- Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s preferred).
- 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.
- 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.
- Excellent communication, collaboration, and stakeholder management skills.
Benefits
- We offer highly competitive salaries and full healthcare benefits.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
DevSecOpsproduction supportincident managementproblem managementchange managementcloud servicescybersecurityroot cause analysisAgileITIL
Soft skills
leadershipmentoringproblem-solvinganalytical skillsdecision-makingcommunicationcollaborationstakeholder management
Certifications
Salesforce Admin Certification
