Operations and Incident Manager

Leidos is seeking a highly motivated Operations & Incident Manager (OIM) to lead enterprise infrastructure operations for the Federal Trade Commission (FTC). This is a high-visibility leadership role supporting a mission-critical federal environment that delivers secure, reliable, and modern IT services to FTC personnel nationwide. As the Operations & Incident Manager, you will serve as the operational leader responsible for ensuring the availability, performance, security, and continuous improvement of a complex enterprise infrastructure environment. You will lead incident response efforts, oversee service delivery, drive operational excellence, and coordinate cross-functional teams supporting data center, cloud, network, server, storage, collaboration, and cybersecurity services. This position offers the opportunity to influence strategic technology decisions, modernize federal IT operations, and work directly with senior government stakeholders, including OCIO leadership, Contracting Officer Representatives (CORs), Information System Security Officers (ISSOs), and executive leadership. The FTC relies on secure, resilient, and high-performing technology services to fulfill its mission. As the Operations & Incident Manager, you will play a critical role in ensuring enterprise services remain available, secure, and responsive while helping shape the future of the agency's IT infrastructure through modernization, cloud adoption, automation, and operational excellence. The OIM is responsible for meeting the following performance requirements: Lead Enterprise Operations Direct daily operations supporting a large-scale federal IT environment serving approximately 1,500 users and mission-critical business systems. Ensure infrastructure services consistently meet or exceed contractual Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and operational performance targets. Oversee monitoring, maintenance, and optimization of enterprise infrastructure, including cloud, network, server, storage, collaboration, and platform services. Drive continuous service improvement initiatives that enhance reliability, efficiency, security, and customer satisfaction. Manage Incident, Problem, and Service Delivery Processes Serve as the primary operational lead for major incident management, outage response, escalation coordination, and service restoration activities. Ensure timely resolution of incidents, service requests, and operational problems in accordance with ITIL best practices. Lead root cause analysis efforts and implement corrective actions to reduce recurring issues. Coordinate closely with FTC stakeholders and End User Support Services (EUSS) leadership to ensure effective communication during service disruptions and major incidents. Provide operational metrics, trend analysis, and performance reporting to program leadership and government stakeholders. Drive ITIL-Based Service Management Lead execution of ITIL-compliant Incident, Problem, Change, Release, and Service Transition processes. Ensure all infrastructure changes are thoroughly documented, tested, approved, and implemented in accordance with FTC governance requirements. Review and approve operational procedures, implementation plans, rollback plans, and technical documentation supporting infrastructure changes. Promote operational discipline and process maturity across the enterprise support organization. Support Cybersecurity and Compliance Coordinate operational support for security investigations, vulnerability remediation, audit activities, and compliance initiatives. Partner with ISSOs and cybersecurity personnel to provide operational metrics, forensic data, and incident response support. Ensure infrastructure operations align with FTC security policies, federal regulations, and industry best practices. Lead High-Performing Teams Provide leadership, mentorship, and direction to a geographically distributed team of infrastructure professionals. Manage