Saic Work Values

Daily Duties at Saic:

● Customer service responsibilities included technical support for both hardware and SAIC/Entergy proprietary software (both onsite at customer location and phone support). Primary Job Functions included management of SAIC/Entergy Central Region Customers and IT support personnel ● Managed hardware maintenance, software maintenance, system installation, system configuration control, preventative maintenance, and emergency on-site. • Manage day-to-day operation of corporate data centers, and provide leadership to Operations team for supporting data center infrastructure, servers, storage and environment. • Provided 24X7 support and met client SLA requirements, in addition to ensuring that data center documentation, security, and best practices operational controls are maintained. • Created, reviewed, and managed operational processes to ensure consistency and regulatory compliance of all data center services, as well as manage vendor relationships. • Responsible for 24x7 operation of multiple production data centers delivering high availability services to company’s business customers. • Managed a team of Level 3 Support personnel to exceed customer expectations and maintain carrier class standards of network availability, performance and reliability. • Managed resolution of operational incidents and issues on a 24-hour basis. Managed a team of off-site systems administrators to coordinate and install services to meet customer needs and company financial objectives. • Provided leadership to ensure IT Operations provides cost effective, high quality network solutions design, customer service and support equivalent or superior to service levels. • Collaborated with departmental engineering resources to meet customer network implementation deadlines. Orchestrated implementation of operations standards to ensure a consistent quality of product. • Managed the transition from deployment to operations, ensuring that proper documentation and processes are in place. • Assisted in defining training requirements and developing/customizing training curricula as needed for IT technical support group. • Ensured the staff has adequate network diagnostic tools, management systems and training to optimize system performance and monitoring. ● Coordinated daily workflow and SLA monitoring for IT Field Services personnel ● Monitored budget expenditures, accurately recorded and reported personnel time charging, identified process improvements within the IT organization. ● Managed all aspects of the SAIC/Entergy Central Region Customers and IT support personnel as well as the generation and implementation of various systems and equipment.

What they like about Saic:

You highly value a work environment built on a formal structure, rules, and regulations. You do not enjoy the unpredictability of shifting priorities and deadlines that upset your routine. You require and enjoy direction, input and accountability as part of your work environment. You have a strong need to participate in making key decisions and feel left out if your superiors or co-workers do not seek your input when making decisions. You thrive on providing good customer service to both internal or external customers, and doing so makes you feel good.

Tags

federal, government, Program, Vendor, subcontractor, contract, client, Technology, IDIQ, SLA, SOW, PROCUREMENT, purchase, supplier, management, director, Acquisition, task, project, proposal, budget, forecast, negotiation, labor, estimate, desktop, support, technical, liaison, FAR, RFP, Client Services, Data Center, Manager, Help Desk, Service Delivery, Technical Support, Operation

Skills

Program Management, Help Desk Management, Project Management, Technical Support Management, Life Cycle Management, Client Services Management, Contract Negotiations, Vendor/Supplier Management, Contract & Task Management, Partnership Building, Licensing & Contractors, Task Manager, • Vendor/Supplier Management , • IT Organizational Transformation, • Technology Support & Outsourcing Strategies, • Desktop Support - Infrastructure Support – Technical Support - , • Gov't contract types (FFP, CPFF, T&M, CPAF), • Responsible for the cost, schedule and technical performance of company programs/projects, • Federal Acquisition Regulations (FAR), Agency FAR Supplements and Cost Accounting Standards (CAS), , • Service Level Agreements (SLAs), • Statement of Work (SOW), Service Delivery Manager, Data Center Management

These are some of the questions we asked our climbers about their experiences with Saic: