The Role
Lead day-to-day production operations for API gateway environments supporting 24x7 continuity. Manage incident response, ServiceNow ticketing, escalation, RCA, patching, backup/restore validation, DR support, operational reporting, and coordination with engineering, cybersecurity, and infrastructure teams.
Summary Generated by Built In
Who we are:
Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people.
Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.
When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.
Makpar has an exciting opportunity for a Production Operations Lead. In this role, the Production Operations Lead will coordinate day-to-day production O&M execution for an IRS opportunity. This role supports 24x7 operational continuity, incident response, monitoring, RCA, patch/vulnerability remediation support, backup/restore validation, DR support, operational reporting, and production-readiness coordination. The role is operationally senior but is not a Government PM, cybersecurity authority, DBA, or infrastructure administrator.
Role Specific Duties/ Role Responsibilities:
- Lead operational support for production API gateway environments, including monitoring, incident response, triage, restoration coordination, and service continuity.
- Ensure incidents and service requests are logged, tracked, updated, and closed in ServiceNow or equivalent IRS-approved ITSM tooling.
- Support P1/P2 response processes, escalation, communications, restoration tracking, post-incident review, and RCA development.
- Coordinate with gateway engineers, Government technical leads, cybersecurity, infrastructure, network, identity, CI/CD, database, and monitoring teams for issue resolution.
- Track and support patching, vulnerability remediation, certificate updates, configuration changes, backup/restore validation, DR exercises, and production-readiness checks.
- Maintain operational runbooks, incident playbooks, knowledge articles, dashboard evidence, SLA metrics, and monthly/quarterly operational reporting inputs.
- Support operational continuity across IBM webMethods, the modernized gateway product, and any approved dual-run period.
Required Qualifications:
- 7+ years of IT operations, production support, SRE, platform operations, application operations, middleware operations, or related experience.
- 4+ years supporting production systems with formal incident, change, problem, and release-management processes.
- Experience supporting 24x7 or mission-critical production environments with defined SLAs.
- Hands-on experience with ServiceNow or comparable ITSM tools.
- Experience with incident triage, RCA, corrective-action tracking, operational reporting, monitoring dashboards, and escalation management.
- Familiarity with API gateways, middleware, integration platforms, web services, or application-layer platform support.
- Experience supporting vulnerability remediation, patch coordination, backup/restore validation, DR exercises, and operational readiness.
- Strong written communication skills for RCA, status reporting, runbooks, and operational documentation.
Preferred Qualifications
- Active IRS MBI or recent IRS suitability
- Experience operating enterprise API gateway or middleware platforms such as IBM webMethods, Kong, Apigee, MuleSoft, Azure API Management, AWS API Gateway, IBM API Connect, or WSO2.
- Experience with AppDynamics, ELK, Splunk, OpenTelemetry, Grafana/Prometheus, or comparable observability platforms.
- Experience supporting high-volume transaction systems, hybrid cloud/on-prem environments, OpenShift/Kubernetes, or containerized production platforms.
- Experience supporting FedRAMP, FISMA, NIST SP 800-53, IRS IRM 10.8, IRS Publication 4812, or comparable federal security-control environments.
- Filing season, peak-event, or other mission-critical federal production support experience.
- ITIL Foundation or comparable ITSM/process certification.
Benefits:
At Makpar Corporation we understand that we all need to balance work and life – that is why we have a great benefits package, excellent training and career development opportunities, flexible work schedules along with a generous compensation package. At Makpar, we believe in keeping our employees happy, healthy and engaged. We pride ourselves in providing outstanding benefits, creating environments where employees are encouraged to be themselves, collaborate, and be inquisitive in order to achieve goals.
Start your career today and be a part of something meaningful!
Makpar is an Equal Opportunity Employer.
Skills Required
- 7+ years of IT operations, production support, SRE, platform or middleware operations experience
- 4+ years supporting production systems with formal incident, change, problem, and release-management processes
- Experience supporting 24x7 or mission-critical production environments with defined SLAs
- Hands-on experience with ServiceNow or comparable ITSM tools
- Experience with incident triage, RCA, corrective-action tracking, operational reporting, monitoring dashboards, and escalation management
- Familiarity with API gateways, middleware, integration platforms, web services, or application-layer platform support
- Experience supporting vulnerability remediation, patch coordination, certificate updates, backup/restore validation, DR exercises, and operational readiness
- Strong written communication skills for RCA, status reporting, runbooks, and operational documentation
- Active IRS MBI or recent IRS suitability
- Experience with enterprise API gateway/middleware platforms (IBM webMethods, Kong, Apigee, MuleSoft, Azure API Management, AWS API Gateway, IBM API Connect, WSO2)
- Experience with observability platforms (AppDynamics, ELK, Splunk, OpenTelemetry, Grafana/Prometheus)
- Experience supporting high-volume transaction systems, hybrid cloud/on-prem, OpenShift/Kubernetes, or containerized production platforms
- Experience supporting FedRAMP, FISMA, NIST SP 800-53, IRS IRM 10.8, IRS Publication 4812, or comparable federal security-control environments
- Filing season, peak-event, or other mission-critical federal production support experience
- ITIL Foundation or comparable ITSM/process certification
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Makpar provides high level strategic and project management services based on over 10 years of experience in customer focused, cutting edge technology in product development, big data and analytics. With a principal office in Loudon County, Virginia, we have access to the best and the brightest people in the industry who have a passion for helping our clients. Our highly experienced consultants will work on your most pressing challenges day in and day out and will deliver results that will delight you. We value integrity, honesty, and open communications in all our dealings. We continually strive to improve ourselves through soliciting feedback and evaluating our results against the best in the industry.
