Operations and Incident Manager

About this role

Leidos is seeking a highly motivated Operations & Incident Manager (OIM) to lead enterprise infrastructure operations for the Federal Trade Commission (FTC). This is a high-visibility leadership role supporting a mission-critical federal environment that delivers secure, reliable, and modern IT services to FTC personnel nationwide.

As the Operations & Incident Manager, you will serve as the operational leader responsible for ensuring the availability, performance, security, and continuous improvement of a complex enterprise infrastructure environment. You will lead incident response efforts, oversee service delivery, drive operational excellence, and coordinate cross-functional teams supporting data center, cloud, network, server, storage, collaboration, and cybersecurity services.

This position offers the opportunity to influence strategic technology decisions, modernize federal IT operations, and work directly with senior government stakeholders, including OCIO leadership, Contracting Officer Representatives (CORs), Information System Security Officers (ISSOs), and executive leadership.

The FTC relies on secure, resilient, and high-performing technology services to fulfill its mission. As the Operations & Incident Manager, you will play a critical role in ensuring enterprise services remain available, secure, and responsive while helping shape the future of the agency's IT infrastructure through modernization, cloud adoption, automation, and operational excellence.

The OIM is responsible for meeting the following performance requirements: • Lead Enterprise Operations • Direct daily operations supporting a large-scale federal IT environment serving approximately 1,500 users and mission-critical business systems. • Ensure infrastructure services consistently meet or exceed contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational performance targets. • Oversee monitoring, maintenance, and optimization of enterprise infrastructure, including cloud, network, server, storage, collaboration, and platform services. • Drive continuous service improvement initiatives that enhance reliability, efficiency, security, and customer satisfaction.

• Manage Incident, Problem, and Service Delivery Processes • Serve as the primary operational lead for major incident management, outage response, escalation coordination, and service restoration activities. • Ensure timely resolution of incidents, service requests, and operational problems in accordance with ITIL best practices. • Lead root cause analysis efforts and implement corrective actions to reduce recurring issues. • Coordinate closely with FTC stakeholders and End User Support Services (EUSS) leadership to ensure effective communication during service disruptions and major incidents. • Provide operational metrics, trend analysis, and performance reporting to program leadership and government stakeholders.

• Drive ITIL-Based Service Management • Lead execution of ITIL-compliant Incident, Problem, Change, Release, and Service Transition processes. • Ensure all infrastructure changes are thoroughly documented, tested, approved, and implemented in accordance with FTC governance requirements. • Review and approve operational procedures, implementation plans, rollback plans, and technical documentation supporting infrastructure changes. • Promote operational discipline and process maturity across the enterprise support organization.

• Support Cybersecurity and Compliance • Coordinate operational support for security investigations, vulnerability remediation, audit activities, and compliance initiatives. • Partner with ISSOs and cybersecurity personnel to provide operational metrics, forensic data, and incident response support. • Ensure infrastructure operations align with FTC security policies, federal regulations, and industry best practices.

• Lead High-Performing Teams • Provide leadership, mentorship, and direction to a geographically distributed team of infrastructure professionals. • Manage direct reports while coordinating activities across multiple technical disciplines and subcontractor teams. • Foster a culture of accountability, collaboration, innovation, and customer service excellence. • Establish priorities and allocate resources to balance operational requirements, project activities, and strategic initiatives.

• Partner with Senior Stakeholders • Serve as a trusted advisor to FTC leadership regarding operational performance, risks, service improvements, and modernization opportunities. • Present operational status, incident updates, service metrics, and strategic recommendations to government executives and program leadership. • Coordinate with vendors, cloud providers, and external service partners to resolve issues and improve service delivery.

Primary Responsibilities: • Lead the day-to-day operations of an IT environment for a federal customer supporting approximately 1,500 end users. • Ensure perpetual monitoring of the IT environment. Ensure that services are up and operational – meeting and exceeding required service level agreements (SLAs). Utilize metrics, key performance indicators, and service level agreements for driving the performance of IT service delivery. React with urgency to identified environmental issues. • Appropriately communicate status of the operational environment and ongoing initiatives to multiple levels of leadership within the customer team including but not limited to technical leads, Contracting Officer’s Representative (COR), internal consumers of IT services, and executive leaders including the CIO. • Coordinate and execute ongoing infrastructure operations, management, and maintenance. • Manage incident responses and ensure rapid restoration of services that fail. Work cooperatively with the End User Support Services (EUSS) Incident & Problem Manager to ensure proper focus on problem resolution and effective communications to the FTC user community. • Pro

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