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Deputy Enterprise Operations Manager

Medical Science & Computing (MSC), a Dovel company
Bowie, Maryland
Start date
Aug 4, 2022

View more

Manufacturing & Production, Operations
Required Education
Bachelors Degree
Position Type
Full time
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Job Details

Guidehouse Digital is seeking a Deputy Enterprise Operations Manager (DEOM) for Bowie, MD. This position is currently remote but will become hybrid.






Duties & Responsibilities

Primary duties involve managing the Enterprise Operations Center (EOC) and other operations teams.

  • The DEOM plays a significant role in long-term planning, including building initiatives geared towards accomplishing operational excellence
  • Collaborate with stakeholders to develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes, then ensure the adherence of newly developed SLA’s
  • Analyze performance Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems Knowledge of scripting languages including Perl, Python, shell scripting, and related tools
  • Willing to perform rotational on-call support and/or non-standard working hours in a 24x7/365 operational environment
  • Track and analyze trends and produce reports as required.
  • Monitor incident trends and coordinate process improvement proactive resolution processes.
  • Identify, oversee the development and implementation of staff training procedures and policies Experience with configuration management and automation tools in a data center environment
  • Ability to manage multiple competing priorities effectively
  • Excellent written and oral communication skills
  • Demonstrated progressive experience in the managing of technical operations teams in the areas of compute, storage, virtualization, backup & recovery, security remediation and cloud services
  • Will be responsible for managingn the team 
  • Be a customer advocate by consistently meeting, exceeding expectations and incorporating customer service into all aspects of work






Required qualifications:


  • 8-10 full-time years of progressive experience in Information Technology Management
  • Demonstrated progressive experience in the managing of technical operations teams in the areas of compute, storage, virtualization, backup & recovery, security remediation and cloud services
  • Familiarity and practical application of advanced principles of ITIL/ITSM - Excellent oral and written communication skills required - Improve the operational systems, processes and policies in support of organizations mission
  • Enterprise helpdesk/service desk experience
  • Ability to support executive management incident debriefs and root cause analysis reports - Familiar with source and artifact control, configuration and knowledge management - Establish and implement frameworks, processes and operating procedures
  • Comfortable working both individually and as part of a team. Prepared to challenge ideas within a group in a constructive way. Ability to influence others and move a proposal effort toward a common vision or goal
  • Ability to communicate clearly and efficiently to team members and clients, verbally and in writing. Able to present ideas in a variety of ways depending upon audience and context.
  • Experience managing Microsoft & Linux systems on medium/large (2500+ systems) scale
  • Education and Experience: - 8-10 years of experience with a Bachelors in Computer Science or related field - Degree can be substituted with years of experience.  ITIL v3 certification and/or formal training in ITIL/ITSM preferred.
  • Candidate must be US citizen and successfully pass a Federal Background Investigation.


Preferred qualifications:

  • Operational experience in a 24x7x365 environment
  • Willing and able to work non-standard hours (evenings, nights)
  • Natural inclination for planning strategy and tactics. Ability to analyze problems and determine root cause, generating alternatives, evaluating and selecting alternatives and implementing solutions
  • Any Microsoft, Red Hat or Amazon certifications are a plus - Any SEIM, MoM, System & Network Management certifications highly encouraged
  • Knowledge of NIST Information Security Guidelines and FISMA Compliance standards
  • PostgreSQL and/or MySQL experience
  • Akamai and/or Big Brother experience
  • Experience using NOC tools such as SolarWinds, AppDynamics, VMware vRealize and/or Splunk
  • Experience with Amazon Web Services GovCloud (AWS) (EC2, S3, Snaps, Cloudwatch, etc.)
  • Knowledge of Citrix VDI, Oracle RDBMS/RDS, Weblogic, Tomcat, IIS, etc





Company Description

Dovel Technologies and its Family of Companies (Medical Science & Computing and Ace Info Solutions) was acquired in October 2021.


Guidehouse is a leading global provider of consulting services to the public sector and commercial markets, with broad capabilities in management, technology, and risk consulting. By combining our public and private sector expertise, we help clients address their most complex challenges and navigate significant regulatory pressures focusing on transformational change, business resiliency, and technology-driven innovation. Across a range of advisory, consulting, outsourcing, and digital services, we create scalable, innovative solutions that help our clients outwit complexity and position them for future growth and success. The company has more than 12,000 professionals in over 50 locations globally. Guidehouse is a Veritas Capital portfolio company, led by seasoned professionals with proven and diverse expertise in traditional and emerging technologies, markets, and agenda-setting issues driving national and global economies.


Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.


Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance, including the Fair Chance Ordinance of Los Angeles and San Francisco.


If you have visited our website for information about employment opportunities or to apply for a position, and you require accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.


Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse, and Guidehouse will not be obligated to pay a placement fee.




Medical Science & Computing (MSC), a Dovel company, is a trusted government partner that blends deep domain expertise with advanced technologies to help our customers solve complex problems that improve, protect, and save lives. The Dovel Family of Companies combine entrepreneurial spirit, customer focus, and an outcomes-based approach to support agency missions in health IT, life sciences, public safety, and grants management. 

MSC has long supported Federal health organizations like the National Institutes of Health (NIH) and applies deep understanding of missions, goals, and operations to discover and implement innovative approaches for streamlining and disseminating research efforts, enhancing knowledge sharing, and improving public health. 

Together, Dovel and MSC offer a diverse set of complex biomedical, scientific, and technology services, coupled with attentive and purpose-driven program management to serve mission critical organizations and drive meaningful change in the world.


Find Us
11300 Rockville Pike Suite 1100
United States
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