This role requires 3 days in office at the FDA White Oak campus.
Responsibilities
Manage daily O&M activities, including incident triage, service requests, user support, defect tracking, and system performance monitoring.
Serve as the primary O&M point of contact for FDA stakeholders, building strong customer relationships, facilitating regular status meetings, communicating operational performance and risks, and ensuring customer needs and priorities are effectively addressed.
Establish and enforce standard operating procedures related to production support, incident management, escalation handling, and root‑cause analysis.
Ensure timely resolution of issues logged through support channels and maintain compliance with SLAs and operational KPIs.
Oversee maintenance releases, minor enhancements, patching cycles, and environment stability across development, test, and production environments.
Ensure operational readiness for system deployments by reviewing release plans, validating testing outcomes, and coordinating stakeholder communications.
Identify opportunities for process automation, operational efficiency, and service improvements to enhance system reliability and reduce manual effort.
Required Qualifications and Experience
BS and 10+ years of relevant experience (or equivalent combination of education and experience in lieu of degree)
3+ years' experience with Atlassian software such as JIRA and Confluence
Must have FDA experience
Must be able to obtain and maintain a Public Trust which requires 3 out of the 5 years of US residency
Desired Qualifications and Experience
Agile / Scrum (workflow Rally or JIRA)
Strong verbal and written communication skills
The likely salary range for this position is $142,792 - $169,050. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Scheduled Weekly Hours
40
Travel Required
