Operations Manager )Senior and SME Level) TS/SCI with Poly REQUIRED

About the role

CGI Federal has an exciting opportunity for Operations Managers within our Intel sector advancing the national security mission through cutting edge technology. You must have a passion for keeping pace with rapidly evolving technology advancements and leveraging your knowledge on a highly collaborative team to deliver state-of-the-art capabilities.

The Operations Manager leads an organization's highest tier of technical support. This exceptionally complex role bridges advanced engineering with strategic business leadership. It requires mitigating company-wide outages, architecting scalable ITSM frameworks, and managing backend systems and developer escalations.

CGI Federal is growing its high-performance team whose members share a passion for building high-quality, scalable, advanced IT solutions in a collaborative, fast-paced, outcome-driven mission. This position is located in our Arlington office; however, a hybrid working model is acceptable.

Responsibilities

• Mission-Critical Incident Management: Take direct command of enterprise-level outages or security threats affecting critical systems (e.g., global AD sync, SAN/NAS failures, cloud infrastructure).
• Root Cause Analysis (RCA): Lead deep-dive RCAs to identify systemic flaws, championing permanent bug fixes, firmware patches, or architectural overhauls.
• Vendor & Developer Liaison: Partner directly with third-party software vendors, internal software engineers, and system architects to resolve high-level architectural or integration issues.
• Advanced ITSM Operations: Design, implement, and maintain advanced IT Service Management frameworks (e.g., ITIL).
• Process Automation & Shift-Left: Build automation workflows and self-healing systems via ITSM platforms to deflect Tier 1/2 tickets.
• System Permissions & Access: Dictate and manage the highest levels of administrative system access and RBAC (Role-Based Access Control) necessary for advanced troubleshooting.
• Asset & Knowledge Management: Oversee the lifecycle of enterprise assets and ensure Tier 3 knowledge base articles are highly technical, curated, and actionable.
• Mentorship of SMEs: Guide and train senior IT engineers, systems/network administrators, and database specialists.
• Performance Metrics & KPIs: Define and enforce Key Performance Indicators (MTTR, SLA compliance, First Contact Resolution) and present data-backed reporting to IT executives.
• Resource Allocation: Manage on-call schedules, budget forecasts, and staffing pipelines to ensure 24/7/365 operational resilience.

Requirements

• Active TS/SCI with Poly
• Senior Level: Education: High School Diploma/GED with 10 years of relevant experience, Associates Degree with 8 years of relevant experience, Bachelor’s Degree with 6 years of relevant experience, or Masters Degree with 4 years of relevant experience, or PhD with 2 years of relevant experience
• Technical Mastery: Deep, demonstrable knowledge of advanced networking (firewalls, routing/switching, VLANs), Active Directory/Identity Management, virtualized environments (VMware/Hyper-V), and major cloud platforms (AWS, Azure).
• Certifications: Advanced certifications such as ITIL Master, CISSP, CCIE, Azure Solutions Architect, or CompTIA Server+ are highly desirable.
• SME Level: Education: High School Diploma/GED with 12 years of relevant experience, Associates Degree with 10 years of relevant experience, Bachelor’s Degree with 8 years of relevant experience, or Masters Degree with 6 years of relevant experience, or PhD with 4 years of relevant experience

Qualifications

To be successful in this role, you must have a deep understanding of advanced networking, Active Directory/Identity Management, virtualized environments, and major cloud platforms.

Skills

Advanced certifications such as ITIL Master, CISSP, CCIE, Azure Solutions Architect, or CompTIA Server+ are highly desirable.

Benefits

• Competitive compensation
• Comprehensive insurance options
• Matching contributions through the 401(k) plan and the share purchase plan
• Paid time off for vacation, holidays, and sick time
• Paid parental leave
• Learning opportunities and tuition assistance
• Wellness and Well-being programs

Pay

A reasonable estimate of the current range for this role in the U.S. is $89,600.00 - $204,000.00.

Schedule

This position requires a hybrid working model, with the option to work from the Arlington office or remotely.