Operations Lead

Unissant, Inc. delivers innovative capabilities to the agencies that keep our nation healthy and safe. We apply our domain expertise, data acumen, and technology know-how to achieve breakthrough results for our clients. Working collaboratively, we advance missions and careers through a focus on honesty, integrity, and dependability. We continuously look for talent, excited to join that effort. To learn more about our exciting organization, please visit us at www.unissant.com.

Unissant is seeking an Operations Lead to support a newly awarded program for a federal health agency. Reporting to delivery leadership, this role coordinates day-to-day application operations for assigned business application systems and maintains service continuity across support, maintenance, and releases.

The ideal candidate combines operational delivery leadership with practical application-support knowledge, uses service evidence to set priorities, and brings the right specialists together to resolve issues and prevent recurrence.

Essential Duties and Responsibilities:

• Coordinate daily application support for assigned business application systems, maintaining clear service ownership, support coverage, work priorities, and escalation paths.
• Monitor application availability, incident response and resolution, service requests, and operational trends against applicable service requirements.
• Lead incident coordination across application, database, infrastructure, and security specialists; communicate impacts and escalate significant risks to delivery leadership.
• Coordinate root-cause analysis and corrective actions after service restoration, feeding recurring problems and technical debt into the prioritized backlog.
• Maintain operational work queues and coordinate assignments, dependencies, and capacity with technical leads and Government application stakeholders.
• Coordinate maintenance, patching, configuration changes, and operational release readiness, including implementation, rollback, and post-release verification.
• Maintain runbooks, monitoring and alerting procedures, system dependency records, and backup coverage; coordinate recovery exercises with responsible hosting and technical teams.
• Support transition walkthroughs, shadowing, operational rehearsals, and service-readiness reviews; recommend handoff or corrective action based on documented evidence.
• Prepare operational status, performance metrics, issue summaries, and improvement recommendations for program reviews and required reporting.
• Support adoption of approved automation in operational workflows, validating results and preserving service coverage as processes change.

Work Experience and Job Skills:

Basic Qualifications:

• 8-12 years experience coordinating production application operations or IT service delivery across multidisciplinary support teams.
• Ability to manage incident escalation, prioritize competing operational demands, and maintain reliable support coverage.
• Experience using availability, incident, service-request, and backlog data to identify risks and improve service performance.
• Understanding of application dependencies, database and hosting support, configuration management, and controlled production changes.
• Experience maintaining operational procedures and coordinating release verification, rollback readiness, and recovery activities.
• Ability to lead work through coordination and technical collaboration, communicate service impacts clearly, and escalate decisions to accountable program leaders.
• Ability to document work accurately, protect sensitive program information, and collaborate with Government and contractor stakeholders.
• Ability to meet federal suitability and access requirements and provide on-site support in the Bethesda, Maryland area as directed.

Additional Qualifications:

• Experience supporting Federal business applications, preferably within a federal health agency or comparable federal IT environment.
• Experience with ServiceNow or comparable service-management tools and operational monitoring such as Splunk or SiteScope.
• Experience applying IT service-management practices to incident, problem, change, and service-continuity activities.
• Experience transferring operational responsibility from an incumbent team and validating runbooks, access, and support proficiency.
• Experience improving recurring operational processes through approved automation and measurable performance analysis.

Education:

• A degree or relevant coursework in information systems, computer science, business administration, or a related discipline is preferred.

Certificates, Licenses and Registrations:

• ITIL Foundation, PMP, or a relevant service-management or Agile credential is preferred.

Communication Skills:

• Clear verbal and written communication skills, with the ability to coordinate professionally across Government, prime contractor, and subcontractor teams.
• Ability to provide clear incident updates, facilitate operational reviews, and translate service metrics and technical issues into actionable information for business stakeholders.

Clearance Requirements:

• Must hold or be eligible for a Public Trust Moderate (Tier 2) background investigation and meet applicable federal suitability, badging, and system-access requirements.

Travel:

• Washington, DC.

Environmental Requirements:

• Mainly a routine office environment.
• May be required to lift up to ten (10) pounds
• Flexible in working extended hours

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Unissant management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, where applicable and available, reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions of this position.

Candidate(s) will be required to go through pre-employment screening.

Unissant, Inc. is a proud Equal Opportunity Employer! (EOE; M/F/Disability/Vets)