Analytica is seeking an Operations Manager to oversee system operations, support services, and performance management for enterprise, cloud-based applications supporting federal government programs. This role will ensure reliability, security, and availability of mission-critical systems while serving as a key liaison between technical teams and business stakeholders. The position includes oversight of helpdesk operations, incident management, and support for AI-driven automation within operational workflows.
Analytica has been recognized by Inc. Magazine as one of the fastest-growing 250 businesses in the US for 3 years. We work with U.S. government clients in health, civilian, and national security missions to build better technology products that impact our day-to-day lives. The company offers competitive compensation with opportunities for bonuses, employer-paid health care, training and development funds, and 401k match.
Oversee day-to-day system operations to ensure high levels of reliability, security, availability, and user satisfaction across enterprise applications
Lead performance optimization efforts, including bug fixes, patching, certificate management, and implementation of minor system enhancements
Manage and prioritize system-related incidents, including triage, escalation, troubleshooting, resolution, and completion of Root Cause Analysis (RCA)
Oversee Tier 1 Helpdesk operations, serving as the primary interface for customer technical support requests
Coordinate escalation across Tier 1, Tier 2, and Tier 3 support teams to ensure timely and effective issue resolution
Collaborate with technical teams and stakeholders to identify and resolve operational issues related to AI-driven automation, including workflow disruptions and data dependencies
Support and expand automation within helpdesk and operational processes, including automating routine support tasks such as troubleshooting, status updates, and user management workflows
Act as the primary operational liaison between technical teams and business stakeholders, ensuring clear communication during incidents, releases, and system updates
Support continuous improvement initiatives to enhance system performance, user experience, and operational efficiency
Bachelor’s degree in Information Systems, Computer Science, Engineering, or a related technical or business discipline
10+ years of experience supporting, managing, or leading operations for enterprise or mission-critical application systems
Demonstrated experience overseeing customer-facing support and production operations in a federal or regulated environment
Experience leading operations and support for cloud-hosted enterprise applications within AWS environments, ensuring high availability, performance, and reliability
Experience working within Agile delivery environments, supporting frequent, incremental releases while maintaining operational stability and security
Proven experience acting as a primary operational liaison between technical teams and business stakeholders, translating technical issues into clear, actionable communication
Strong experience with incident management, escalation processes, and root cause analysis
Experience supporting or implementing automation within IT operations or helpdesk environments
AWS Cloud Practitioner certification or equivalent cloud certification highly preferred
Must be a U.S. Citizen with the ability to obtain a Public Trust clearance
Experience supporting AI-driven systems, automation platforms, or intelligent workflows in production environments
Familiarity with IT service management (ITSM) tools and frameworks (e.g., ServiceNow, ITIL practices)
Experience optimizing helpdesk operations and implementing scalable support models
Strong leadership and team coordination skills across multi-tier support environments
Experience working in federal healthcare or other regulated government environments
Ability to manage multiple priorities in fast-paced, mission-critical environments
What We Do
Analytica is an award-winning consulting and technology services provider that supports public-sector health, civilian, and national security. We specialize in data-driven solutions, which have been recognized by organizations such as NYU’s Governance Lab for driving public sector modernization and innovation. Analytica is an SBA Certified 8(a), HUBZone that has been honored as one of the 250 fastest-growing businesses in the U.S. for three consecutive years by Inc. For information on the company visit: www.analytica.net For exciting career opportunities visit: careers.analytica.net
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