Operations Manager

Operations Manager (Senior and SME Level) TS/SCI with Poly REQUIREDCGI 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.Your Future Duties and Responsibilities:Key Responsibilities (Senior Level)Escalation & Technical LeadershipMission-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.Service Operations & StrategyAdvanced 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.Team Leadership & Talent DevelopmentMentorship 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.Key Responsibilities (SME Level)Escalation & Technical LeadershipMission-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.Service Operations & StrategyAdvanced 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.Team Leadership & Talent DevelopmentMentorship 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.Required Qualifications to Be Successful in This Role:All roles require an active TS/SCI with PolySenior 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 experienceTechnical 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 experienceTechnical 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.CGI is required by law in some jurisdictions to include a reasonable estimate of the compensation range for this role. The determination of this range includes various factors not limited to skill set, level, experience, relevant training, and licensure and certifications. To support the ability to reward for merit-based performance, CGI typically does not hire individuals at or near the top of the range for their role. Compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this role in the U.S. is $89,600.00 - $204,000.00.CGI Federal's benefits are offered to eligible professionals on their first day of employment to include: 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 programsWhat You Can Expect From Us:Together, as owners, let's turn meaningful insights into action. Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you'll reach your full potential because… You are invited to be an owner from day 1 as we work together to bring our Dream to life. That's why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company's strategy and direction.Your work creates value. You'll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.You'll shape your career by joining a company built to grow and last. You'll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status or responsibilities, reproductive health decisions, political affiliation, genetic information, height, weight, or any other legally protected status or characteristics to the extent required by applicable federal, state, and/or local laws where we do business. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at View email address on click.appcast.io. You will need to reference the Position ID of the position in which you are interested. Your message will be routed to the appropriate