A2I’s Communication Data Processing Directorate is seeking a branch chief to manage the on-site operational support branch. The operational support branch is responsible for providing first line customer support, monitoring the directorate’s deployed software, interacting with the customer ticketing systems, answering questions from customer representatives about the inputs and outputs of CDP software, and performing various degrees of software development. It is expected that this group will be on call to perform urgent but relatively small-scope bug fixes and enhancements to multiple deployed software systems as conditions require. In addition, this team is also given larger-scale software development projects to be performed in spare cycles, which span multiple CDP-owned software systems.
The successful branch chief candidate will lead 3-5 staff members performing the support and software development functions listed above. In addition, the successful candidate will help implement CDP management’s vision to transform the team from primarily being a support group to performing more substantial software projects. The goal is to shift this team’s primary focus to take on projects that are best performed by those with in-depth of the larger customer processing system, or that require constant on site presence for customer interaction or access to classified customer systems. Most of these projects will be focused on the semi-structured data (strategic feeds) that the customer receives from various external sources. The team will be expected to continuously understand the data received, how it is currently processed, and finding innovative ways to improve data processing to increase efficiently and to maximize the value of the processed data. Specific improvement goals would include items such as: automated format change detection, machine learning to identify unparsed data that could be of intelligence value, and modifications to the processing architecture to increase resiliency of processing. Software development efforts will range from the development of monitoring and analytics systems (or adapting existing systems), identifying straightforward improvements that can be made in the current processing architecture, and suggesting new target application and system architectures to improve the customer’s ability to process the data. The on-site team will remain responsible for facilitating remediation of support issues and other limited first line support functions.