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Production Operations Lead

1 week, 4 days ago
United States
Full-time
Lead
Operations Manager
Project and Program Management
API Gateway Apigee Grafana Kong Kubernetes OpenShift OpenTelemetry Prometheus Splunk
Apply Now
Makpar

Makpar

Makpar is an award-winning cybersecurity consultant specializing in IT modernization for the Federal government. The company's in-house Research & Development Lab innovates to build tailored solutions for government agencies.

Internet Software & Services
51-250
Founded 2008
View All Jobs 11

Description

  • Lead operational support for production API gateway environments, including monitoring, incident response, triage, restoration coordination, and service continuity.
  • Ensure incidents and service requests are logged, tracked, updated, and closed in ServiceNow or equivalent IRS-approved ITSM tooling.
  • Support P1/P2 response processes, escalation, communications, restoration tracking, post-incident review, and RCA development.
  • Coordinate with gateway engineers, Government technical leads, cybersecurity, infrastructure, network, identity, CI/CD, database, and monitoring teams to resolve issues.
  • Track and support patching, vulnerability remediation, certificate updates, configuration changes, backup/restore validation, DR exercises, and production-readiness checks.
  • Maintain operational runbooks, incident playbooks, knowledge articles, dashboard evidence, SLA metrics, and monthly/quarterly operational reporting inputs.
  • Support operational continuity across IBM webMethods, the modernized gateway product, and any approved dual-run period.

Requirements

  • 7+ years of IT operations, production support, SRE, platform operations, application operations, middleware operations, or related experience.
  • 4+ years supporting production systems with formal incident, change, problem, and release-management processes.
  • Experience supporting 24x7 or mission-critical production environments with defined SLAs.
  • Hands-on experience with ServiceNow or comparable ITSM tools.
  • Experience with incident triage, RCA, corrective-action tracking, operational reporting, monitoring dashboards, and escalation management.
  • Familiarity with API gateways, middleware, integration platforms, web services, or application-layer platform support.
  • Experience supporting vulnerability remediation, patch coordination, backup/restore validation, DR exercises, and operational readiness.
  • Strong written communication skills for RCA, status reporting, runbooks, and operational documentation.
  • Active IRS MBI or recent IRS suitability.
  • Experience operating enterprise API gateway or middleware platforms such as IBM webMethods, Kong, Apigee, MuleSoft, Azure API Management, AWS API Gateway, IBM API Connect, or WSO2.
  • Experience with AppDynamics, ELK, Splunk, OpenTelemetry, Grafana/Prometheus, or comparable observability platforms.
  • Experience supporting high-volume transaction systems, hybrid cloud/on-prem environments, OpenShift/Kubernetes, or containerized production platforms.
  • Experience supporting FedRAMP, FISMA, NIST SP 800-53, IRS IRM 10.8, IRS Publication 4812, or comparable federal security-control environments.
  • Filing season, peak-event, or other mission-critical federal production support experience.
  • ITIL Foundation or comparable ITSM/process certification.

Benefits

  • Great benefits package.
  • Excellent training and career development opportunities.
  • Flexible work schedules.
  • Generous compensation package.
  • Supportive workplace focused on employee happiness, health, and engagement.
  • Environment that encourages collaboration and curiosity.
  • Equal Opportunity Employer status.

Interested in this position?

Apply directly on the company website

Apply Now

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