Oxley Enterprises®, Inc.

Role Description Lead a mission-critical platform engineering program supporting the Department of Veterans Affairs (VA)! As the Project Manager, you will support technical, management, and administrative aspects directly impacting Veteran care. The Technical Project Manager provides strategic oversight and day-to-day management of a mission-critical VA healthcare cloud application while ensuring all contract requirements are performed in accordance with approved plans, schedules, and performance standards under a Scaled Agile Framework (SAFe). Qualifications - 10 years of experience in program or project management - 5 years of experience managing complex federal information technology (IT) programs - Bachelor's Degree in information technology, computer science, engineering, business administration or related field - Project Management Professional (PMP) certification (preferred) Requirements - Expert experience successfully managing complex technical programs in an Agile SAFe environment - Expert experience supporting Federal Government programs and comparable enterprise-level applications and services that deliver Mission-Critical functionality - Expert experience maintaining regular communication with the Contracting Officer's Representative (COR) and Government technical leadership - Expert experience with strategic planning and program oversight - Expert experience coordinating technical and operational activities - Expert experience scheduling and milestone management - Expert experience with risk identification and mitigation - Expert experience performing quality assurance and performance monitoring - Expert experience coordinating with Government stakeholders and mission partners - Expert experience with resource allocation and personnel management across various contract types (e.g., Firm Fixed Price (FFP), Time and Materials (T&M)) - Excellent ability to manage complex multi-team programs with 24/7 operational requirements and stringent Service Level Agreement (SLA) commitments - Above average knowledge of cloud-based platform operations, Amazon Web Services (AWS) GovCloud, and DevSecOps delivery models - Knowledge of VA Office of Information Technology (OI&T) governance, cadence, and enterprise policies and directives - Knowledge of VA Technical Reference Model (TRM) compliance - Experience using Jira - Experience supporting a federal agency - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $118,305 - $164,227 - Medical, dental, vision and prescription drug coverage for you and your family - Life Insurance, short-term disability and long-term disability paid for by the Company - Supplemental coverages including Accident, Critical Illness, and Hospital - Additional Life insurance coverage for you and your dependents - 401k plan with various options to select based on your retirement goals Company Description Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), veteran-owned (VOSB), and woman-owned small business (WOSB) that has 26 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

Role Description Lead the authorization integrity of one of the Department of Veterans Affairs (VA's) most complex multi-tenant cloud platforms. As the Information System Security Officer (ISSO) Lead, you will manage Authorization to Operate (ATO)/Approval to Connect (ATC) sustainment, security audits, and continuous monitoring across a platform undergoing active authorization boundary restructuring. The ISSO Lead manages all Authorization to Operate (ATO)/Approval to Connect (ATC) activities, coordinates security audits and assessments, and oversees Plan of Action and Milestones (POA&M) lifecycle management across the tiered multi-tenant authorization environment. Qualifications - 10 years of experience in information systems security - Bachelor's Degree in cybersecurity, information assurance, or related field - Certified Information Systems Security Professional (CISSP) or Certified Authorization Professional (CAP) (preferred) Requirements - Expert knowledge of National Institute of Standards and Technology (NIST) Risk Management Framework (RMF) process (e.g., Categorize, Select, Implement, Assess, Authorize, and Monitor) - Excellent ability to initiate actions required to establish new ATOs/ATCs - Excellent ability to maintain existing authorizations - Excellent ability to attend or conduct security audits - Excellent experience drafting assessment finding mitigation plans - Excellent knowledge of multi-tenant ATO inheritance frameworks - Excellent ability to support authorization boundary management between platform and tenant layers - Above average ability to maintain security documentation (e.g., Privacy Threshold Analysis (PTA), Privacy Impact Assessment (PIA), Security Impact Analysis (SIA), Business Impact Analysis (BIA), Data Security Categorization (DSC), hardware/software lists, and Ports, Protocols, and Services Management (PPSM) documents) - Experience supporting a federal agency - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $111,776 - $164,390 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Tasks/Activities - Initiates actions required to establish new ATOs and ATCs - Maintains all existing authorizations including periodic assessment oversight and staffing of all ATO audits - Coordinates all RMF activities with the AO, ISSO counterparts, ISO, and designated stakeholders - Attends or conducts all security audits including General (IG), Security Assessment and Validation Data (SAVD), Cybersecurity Compliance Task Force (CCTF), Office of Information Security (OIS), Information Security Risk Management (ISRM), Governance Risk and Compliance (GRC), and Information Security Policy & Strategy (ISPS) assessments - Attends closeout meetings and reviews all reported findings for accuracy - Drafts assessment finding mitigation plans including roadmap and timeline - Submits Plans of Action and Milestones (POA&M) for all prescribed remediations - Maintains program security documents, diagrams, and artifacts required for ATO/ATC upkeep including PTA, PIA, SIA, BIA, DSC, hardware lists, software lists, and PPSM documents - Collaborates with application development teams and platform architects to establish and maintain Interconnection Diagrams (ICD), High Level Diagrams (HLD), and security assessment boundary diagrams - Supports the Multi-Tenant Platform Evolution Strategy ensuring ATO inheritance frameworks and authorization boundaries between platform and tenant layers are clearly defined - Ensures no lapse in ATO status for any platform capability, service, or hosted application - Contributes to the monthly RMF, security, and ATO status report including authorization posture, renewal timelines, and control implementation status

Role Description Defend the security posture of a mission-critical Department of Veterans Affairs (VA) cloud platform. As a Vulnerability Analyst, you will conduct continuous vulnerability scanning across hundreds of applications and drive remediation within defined timelines on Amazon Web Services (AWS) GovCloud. The Vulnerability Analyst conducts ad-hoc, prescribed, and recurring vulnerability scans across infrastructure, containers, applications, and code repositories, coordinating remediation with Operations and Engineering teams. Qualifications - 5 years of experience in vulnerability management or security scanning - Bachelor's Degree in cybersecurity, information technology, or related field - CompTIA Security+ or Global Information Assurance Certification (GIAC) Enterprise Vulnerability Assessor (GEVA) (preferred) Requirements - Expert experience conducting ad-hoc, prescribed, and recurring vulnerability scans using Nessus or equivalent scanning tools - Expert ability to document and report scan findings in accordance with established processes - Excellent experience supporting routine vulnerability scanning of infrastructure, containers, applications, and code repositories - Excellent ability to track, report, and ensure remediation of vulnerabilities - Excellent knowledge of Continuous Monitoring system security reporting tools - Above average ability to support penetration testing, red team activities, and independent security assessments - Above average experience validating security control effectiveness through automated testing and configuration validation - Experience supporting a federal agency - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $90,897 - $118,016 - Medical, dental, vision and prescription drug coverage for you and your family - Life Insurance, short-term disability and long-term disability paid for by the Company - Supplemental coverages including Accident, Critical Illness, and Hospital - Additional Life insurance coverage for you and your dependents - 401k plan with various options to select based on your retirement goals Security - Active Federal Civilian Public Trust clearance - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years - Federal Civilian Public Trust consists of a review covering a 10 year period and in some instances lifetime events - OPM Security Investigations Index (SII) - DOD Defense Central Investigations Index (DCII) - National Agency Check (NAC) records - FBI name check - FBI fingerprint check - Credit report check - Written inquiries to previous employers and references listed on the application for employment - Potential interviews with the subject, spouse, neighbors, supervisor, coworkers - Law enforcement check - Court records check - Education check - Attendance and Degrees Tasks/Activities - Conducts ad-hoc, prescribed, and recurring vulnerability scans for platform and all hosted applications - Reports scan results to Operations and Engineering team members - Conducts patch management, configuration changes, corrective actions, or Plan of Action and Milestones (POA&M) creation - Documents and reports scan findings in accordance with VA RMF and POA&M processes including uploading scan results to the appropriate scan repository - Performs upkeep of the Continuous Monitoring system security reporting tool and provides high-level reporting to portfolio Information System Owners - Ensures routine vulnerability scanning of infrastructure, containers, applications, and code repositories across production, staging, and sandbox environments - Tracks, reports, and ensures remediation of vulnerabilities within defined timelines coordinating with Operations and Engineering teams - Supports penetration testing, red team activities, and independent security assessments as required - Validates security control effectiveness through automated testing, configuration validation, and periodic assessments - Contributes vulnerability remediation status summaries to the monthly RMF, security, and Authorization to Operate (ATO) status report

Role Description Sustain the authorization lifecycle of a mission-critical Department of Veterans Affairs (VA) cloud platform. As the RMF Analyst, you will support all steps of the National Institute of Standards and Technology (NIST) RMF process and maintain required documentation across an authorization environment undergoing active restructuring. The RMF Analyst supports all six steps of the NIST RMF process and develops, updates, and maintains required RMF documentation for hosted applications. Qualifications - 5 years of experience supporting NIST RMF processes - Bachelor's Degree in cybersecurity, information assurance, or related field; CompTIA Security+ (preferred) Requirements - Excellent knowledge of all six steps of the NIST RMF process (e.g., Categorize, Select, Implement, Assess, Authorize, and Monitor) - Excellent ability to develop, update, and maintain required RMF documentation (e.g., Disaster Recovery Plan documentation) - Excellent experience performing continuous monitoring activities - Excellent ability to implement and maintain required NIST security controls - Excellent experience preparing and submitting required artifacts for Authorization to Operate (ATO) packages and reauthorization efforts - Above average ability to coordinate with security personnel and third-party assessors during authorization reviews - Above average experience supporting change documentation and impact analysis - Experience supporting a federal agency - Excellent verbal and written communication skills - General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment - Active Federal Civilian Public Trust clearance - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years Benefits - The annual projected pay range for this position is $72,517 - $111,100 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Tasks/Activities - Supports all six steps of the NIST RMF process - Develops, updates, and maintains required RMF documentation including Disaster Recovery Plan documentation that is complete, current, and aligned with system architecture and operational practices - Ensures continuous monitoring activities are performed in accordance with VA Office of Information and Technology (OI&T) policies - Maintains recorded platform security posture and associated controls in Continuous Authorization Monitoring (CAM) or equivalent systems - Implements and maintains required NIST security controls in accordance with the approved baseline - Supports conversions to new NIST versions as standing policies are superseded - Validates security control effectiveness through automated testing, configuration validation, and periodic assessments - Prepares and submits required artifacts for ATO packages and reauthorization efforts for all products and services hosted or supported by the application - Coordinates with security personnel and third-party assessors during authorization reviews - Addresses assessment findings and provides remediation plans within defined timelines - Supports change documentation and impact analysis for architectural or operational modifications - Maintains Plan of Action and Milestones (POA&M) accuracy and supports timely closure of findings - Contributes RMF lifecycle status, security control implementation progress, and continuous monitoring data to the monthly RMF, security, and ATO status report

Role Description Protect the compliance posture of a mission-critical Department of Veterans Affairs (VA) cloud platform. As a Cybersecurity Analyst, you will manage Plan of Action and Milestones (POA&Ms), Technical Reference Model (TRM) submissions, and security documentation across hundreds of applications in a multi-tenant Amazon Web Services (AWS) GovCloud environment. The Cybersecurity Analyst manages: - POA&M tracking - TRM submissions - Business Partner Extranet (BPE) connection management - Security documentation for the platform Qualifications - 5 years of experience in cybersecurity and information assurance - Bachelor's Degree in cybersecurity, information technology, or related field - CompTIA Security+ or Certified Authorization Professional (CAP) certification (preferred) Requirements - Excellent experience creating and maintaining POA&Ms (e.g., periodic review, milestone updates, and mitigation plan detail) - Excellent ability to ensure POA&M alignment to National Institute of Standards and Technology (NIST) security control families and Control Correlation Identifiers (CCI) - Excellent experience drafting and maintaining TRM submissions - Excellent ability to submit and maintain Business Partner Extranet (BPE) connection requests (e.g., information gathering, request submission, and BPE admin team coordination) - Excellent knowledge of POA&M closure criteria - Above average experience maintaining security documentation (e.g., Security Impact Analysis (SIA), Information System Vulnerability Management Plan (ISVMP), Privacy Impact Assessment (PIA), Privacy Threshold Analysis (PTA), and Configuration Management Plan artifacts) - Experience supporting a federal agency - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $90,897 - $118,016 - Medical, dental, vision and prescription drug coverage for you and your family - Life Insurance, short-term disability and long-term disability paid for by the Company - Supplemental coverages including Accident, Critical Illness, and Hospital - Additional Life insurance coverage for you and your dependents - 401k plan with various options to select based on your retirement goals Company Description Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), veteran-owned (VOSB), and woman-owned small business (WOSB) that has 26 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

Role Description Build the secure delivery engine of a mission-critical Department of Veterans Affairs (VA) cloud platform. As a DevSecOps Engineer, you will design and maintain secure, automated Continuous Integration/Continuous Delivery (CI/CD) pipelines integrating security scanning and compliance controls across thousands of pipelines supporting hundreds of applications on Amazon Web Services (AWS) GovCloud. The DevSecOps Engineer designs, implements, and maintains secure CI/CD pipelines integrating automated testing and security scanning into all build and release workflows. Qualifications - 1 year of experience in DevSecOps engineering - Bachelor's Degree in computer science, software engineering, information technology, or related field; AWS Certified DevOps Engineer - Associate (preferred) Requirements - Excellent experience designing, implementing, and maintaining secure CI/CD pipelines (e.g., environment segregation across sandbox, staging, and production) - Excellent ability to integrate automated unit, integration, regression, performance, and security testing into all build and release workflows - Excellent experience implementing automated container image builds, tagging, signing, and vulnerability scanning - Excellent knowledge of Static Application Security Testing (SAST), Dynamic Application Security Testing (DAST), Software Composition Analysis (SCA), and container scanning integration into pipelines - Excellent ability to implement and maintain Infrastructure as Code (IaC) using Terraform - Working knowledge of Kubernetes-based deployments and automated scaling in an Elastic Kubernetes Service (EKS) environment - Experience supporting a federal agency - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $63,576 - $106,960 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Security - Active Federal Civilian Public Trust clearance - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years - Federal Civilian Public Trust consists of a review of up to but not limited to: - Covers 10 year period and in some instances lifetime events - OPM Security Investigations Index (SII) - DOD Defense Central Investigations Index (DCII) - National Agency Check (NAC) records - FBI name check - FBI fingerprint check - Credit report check - Written inquiries to previous employers and references listed on the application for employment - Potential interviews with the subject, spouse, neighbors, supervisor, coworkers - Law enforcement check - Court records check - Education check - Attendance and Degrees Tasks/Activities - Designs, implements, documents, and maintains secure CI/CD pipelines aligned with approved design patterns supporting all assigned applications - Integrates automated unit, integration, regression, performance, and security testing into all build and release pipelines - Implements automated container image builds, tagging, signing, and vulnerability scanning - Ensures pipeline promotion enforces environment segregation - Integrates SAST, DAST, SCA, container scanning, and IaC scanning into pipelines - Ensures vulnerabilities are identified and remediated within defined timelines - Implements and maintains IaC for clusters, networking, identity, platform services, and cloud resources - Supports automated environment provisioning, scaling, and teardown - Collaborates with Product teams, Site Reliability Engineers (SREs), and Security teams to implement blue/green, canary, or rolling deployment strategies - Validates system readiness prior to production deployments - Validates post-deployment production testing to ensure capabilities and services are not degraded or disrupted following each release - Maintains version control, artifact repositories, and build traceability across all environments supporting auditability of all builds and configuration changes - Participates in Program Increment (PI) Planning, architecture reviews, and change management activities - Evaluates and implements improvements to automation and deployment efficiency

Role Description Be the technical backbone of reliability for a mission-critical Department of Veterans Affairs (VA) cloud platform. As a Site Reliability Engineer, you will serve as the liaison between platform and product teams, ensuring 99.99% availability across hundreds of applications through proactive incident response, capacity planning, and automation. The Site Reliability Engineer leads incident triage and root cause analysis, and drives automation to reduce operational toil across the platform. Qualifications - 3 years of experience in site reliability engineering or platform operations - Bachelor's Degree in computer science, information technology, or related field; AWS Certified DevOps Engineer - Associate or Certified Kubernetes Administrator (CKA) (preferred) Requirements - Excellent experience performing daily monitoring and reporting of the four Golden Signals (latency, error rate, volume, saturation) - Excellent ability to participate in 24x7 on-call support rotations - Excellent experience leading or supporting incident response including triage, mitigation, resolution, and recovery - Excellent ability to conduct Root Cause Analysis (RCA) and develop corrective and preventive actions - Excellent experience defining, implementing, and maintaining Key Performance Indicators (KPIs) - Above average experience designing and maintaining automation for deployment, testing, configuration, scaling, and recovery processes - Above average knowledge of Infrastructure as Code (IaC) practices - Above average ability to support and maintain Terraform-based environment provisioning - Working knowledge of capacity planning and load analysis - Experience supporting a federal agency - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $80,241 - $119,603 - Medical, dental, vision and prescription drug coverage for you and your family - Life Insurance, short-term disability and long-term disability paid for by the Company - Supplemental coverages including Accident, Critical Illness, and Hospital - Additional Life insurance coverage for you and your dependents - 401k plan with various options to select based on your retirement goals Company Description Oxley Enterprises®, Inc. is a certified service-disabled veteran-owned (SDVOSB), veteran-owned (VOSB), and woman-owned small business (WOSB) that has 26 years of experience building and delivering quality IT systems and programs. Oxley is ranked in the INC 5000 7 times (2016, 2017, 2018, 2021, 2023, 2024, 2025). Oxley is a 2019 - 2025 Department of Labor HIRE Vets Medallion Award Winner. Oxley is Virginia Values Veterans certified.

Role Description Provide the eyes-on-glass excellence a mission-critical Department of Veterans Affairs (VA) platform demands. As a Cloud Monitoring Engineer, you will build, tune, and maintain the observability stack tracking latency, error rate, saturation, volume, and incident-free availability across 300+ applications. The Cloud Monitoring Engineer builds and maintains the Capabilities and Services Dashboard and supports monitoring infrastructure, ensuring automated alerting detects production issues before user-reported tickets arrive. Qualifications - 5 years of experience in cloud monitoring and observability engineering - Bachelor's Degree in computer science, information technology, or related field; Dynatrace Associate certification or equivalent observability platform certification (preferred) Requirements - Excellent experience building and maintaining dashboards displaying latency, error rate, saturation, volume, and incident-free availability in real-time (e.g., Dynatrace, Splunk) - Excellent knowledge of the four Golden Signals - Excellent ability to individually monitor and track latency, error rate, saturation, volume, and incident-free time - Excellent ability to implement dependency tracking within monitoring dashboards including latency, error rates, and transaction volumes - Excellent experience configuring automated alerts reflecting meaningful degradation or disruption while minimizing false positives - Excellent ability to maintain an accurate, complete, and auditable log of all alerts including alerted system, cause, timestamps, corrective actions, and responsible system - Above average experience supporting 24/7 monitoring operations and coordinating with on-call Site Reliability Engineers (SREs) during active incidents - Above average knowledge of AWS CloudWatch and integration with third-party observability tools in a GovCloud environment - Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments - Excellent verbal and written communication skills Benefits - The annual projected pay range for this position is $102,075 - $156,237 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Tasks/Activities - Builds and maintains the Capabilities and Services Dashboard displaying real-time latency, error rate, saturation, volume, and incident-free availability for all capabilities and services - Implements dependency tracking within the dashboard including latency, error rates, and transaction volumes for all capability and service dependencies - Configures and tunes automated monitoring and alerting mechanisms ensuring personnel are alerted to production issues prior to receipt of user-reported tickets - Ensures all capabilities and services are individually monitored and tracked for latency, error rate, saturation, volume, and incident-free time - Maintains an accurate, complete, and auditable alert log including alerted system, description, timestamps, corrective actions, and responsible system - Continuously tunes alert thresholds to reflect meaningful degradation or disruption while minimizing false positives - Supports the Capabilities and Services Monitoring Plan defining alert conditions, thresholds, notification mechanisms, and escalation paths - Coordinates with on-call SREs and the Monitoring and Incident Manager during active incidents to provide real-time dashboard data and historical trend analysis - Implements additional or revised dashboard metrics

Role Description Be the first line of defense for a platform millions of Veterans depend on! As an NOC Analyst, you will provide 24/7 eyes-on-glass monitoring, service request intake, and initial incident response across mission-critical applications supporting the Department of Veterans Affairs (VA). The NOC Analyst provides round-the-clock monitoring, alert triage, severity classification, and service request intake ensuring Critical and High priority requests are acknowledged within mandated response times. Qualifications - 3 years of experience in a Network Operations Center (NOC) and 24/7 IT operations environment - Bachelors Degree in information technology or related field; CompTIA A+ or Network+ certification (preferred) Requirements - Excellent ability to monitor dashboards and alerting tools 24/7, recognize the urgency of service requests, and take feasible actions to minimize impact - Excellent knowledge of severity classification standards (Critical, High, Medium, Low, Other) - Excellent ability to apply correct classification to incoming service requests and incidents - Excellent ability to acknowledge and process service requests through Jira meeting Critical and High response standards - Above average ability to proactively and timely communicate and coordinate with all authorized entities necessary to limit impacts to Veteran services - Above average experience working rotating shifts in a 24/7/365 operations environment supporting mission-critical systems - Working knowledge of basic cloud platform concepts, Kubernetes terminology, and AWS service names to triage and route tickets - Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments - Excellent verbal and written communication skills - General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment Benefits - The annual projected pay range for this position is $57,860 - $90,953 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals. Security - Active Federal Civilian Public Trust clearance - U.S. Citizenship or Permanent Resident that has lived in the United States for at least 3 years - Federal Civilian Public Trust consists of a review of up to but not limited to: - 10 year period and in some instances lifetime events - OPM Security Investigations Index (SII) - DOD Defense Central Investigations Index (DCII) - National Agency Check (NAC) records - FBI name check - FBI fingerprint check - Credit report check - Written inquiries to previous employers and references listed on the application for employment - Potential interviews with the subject, spouse, neighbors, supervisor, coworkers - Law enforcement check - Court records check - Education check - Attendance and Degrees Tasks/Activities - Monitors dashboards and alerting tools 24/7, providing the first line of detection for production issues, degradations, and disruptions - Acknowledges and processes all incoming service requests through Jira - Ensures Critical requests receive manual response within 5 minutes and High requests within 15 minutes - Applies correct severity classification (Critical, High, Medium, Low, Other) to all incoming service requests and incidents - Initiates coordination calls and notifies VA Leadership for Critical and High severity issues within required timeframes - Documents initial incident conditions and contributes to incident ticket creation supporting formal incident reports prepared by Site Reliability Managers (SRE) and the Monitoring and Incident Manager - Tracks production and staging/development availability and reachability metrics in support of weekly Service Level Agreement (SLA) reporting - Escalates Critical and High severity issues to on-call SREs and the Monitoring and Incident Manager following documented escalation procedures - Participates in shift handoff procedures ensuring continuity of awareness for ongoing issues, scheduled maintenance, and known degradations - Supports stakeholder training at least once per Program Increment on service request intake procedures and expectations

Role Description Own the operational backbone of service delivery for a mission-critical platform supporting the Department of Veterans Affairs (VA). As the Service Desk/Ticket Manager, you will govern the end-to-end Jira workflow, Service Level Agreement (SLA) compliance reporting, and stakeholder communication supporting hundreds of requests across a multitude of applications. The Service Desk/Ticket Manager owns the operational process for all Requirements and Service Request intakes, tracking SLA compliance against response time standards and producing weekly trend reporting for VA leadership. Qualifications - 5 years of experience in IT service management and service desk operations - Bachelor's Degree in information technology, business administration, or related field; Information Technology Infrastructure Library (ITIL) Foundation certification (preferred) Requirements - Excellent experience managing end-to-end service request workflows in Jira including intake, classification, assignment, tracking, and closure for monthly tickets - Excellent ability to track, measure, and report service request response times against SLA standards - Excellent experience producing weekly Requirements and Service Request Response Time and Trend Reports identifying all requests that failed to meet minimum standards - Excellent ability to reduce barriers and complexity for stakeholders requesting assistance, ensuring ease of access, clarity of request paths, and timely engagement - Excellent experience coordinating stakeholder training on service request intake procedures and expectations - Above average knowledge of Jira Service Management configuration including SLA rules, customer portals, and automated triage workflows - Above average ability to coordinate with Network Operations Center (NOC) Analysts and the Monitoring and Incident Manager to ensure consistent severity classification and escalation across all tickets - Experience supporting federal government programs and enterprise-scale applications operating in cloud-based or hybrid environments - Excellent verbal and written communication skills - General Physical Requirements needed to perform the essential functions of this job may vary based on the location of the assignment Benefits - The annual projected pay range for this position is $64,862 - $92,970 with consideration being given to various factors including but not limited to qualifications, experience, job responsibilities, and geographic location. - Medical, dental, vision and prescription drug coverage for you and your family. - Life Insurance, short-term disability and long-term disability paid for by the Company. - Supplemental coverages including Accident, Critical Illness, and Hospital. - Additional Life insurance coverage for you and your dependents. - 401k plan with various options to select based on your retirement goals.