IT (Information Technology) Operations Manager - 90131394 - Hybrid - DC Metro

Date: May 17, 2023

Location: Washington, District of Columbia, US, 20001

Company: Amtrak

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.


Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.



The Manager, IT Technology Operations, oversees the design and implementation of ITOps from a business and technical aspect. The Manager is responsible for managing day-to-day IT operations as well as providing IT project support as required. The Manager will oversee technical operations services for multiple hi-value facilities in the eastern U.S. Other responsibilities will include Infrastructure management, creating and maintaining small to medium size data centers/network closets and server rooms. The manager will have direct management of lead and senior technicians who provide end-user, infrastructure, and project support. The role will also be engaged in data center standard development, assisting with infrastructure specifications & designs and system monitoring. Strong collaboration with project teams is required. The manager will work closely with OT, SFPA and other Amtrak DT teams. The manager must be able to do capacity planning for on-premises and Colo data/server/network rooms. IT infrastructure management functions include configuring, managing, and delivering IT environments using on-site and off-side data center and cloud infrastructure resources. The manager must be experienced in assessing system performance and recommending improvements. The incumbent must be able to develop IT policies and practices. Experience with system installation, configuration and analysis is necessary. Managing and provisioning infrastructure resources for internal users such as Network team and external vendors. An ideal candidate will have a bachelor's degree in computer science or engineering with any IT certification and a minimum of 5 years of experience in the IT Operations field.


• Provides expertise and technical skill, and often manages a diverse team, demonstrates ownership of deliverables, manages to deadlines, communicates across teams.
• Provides input to demand management process and executes on plan.
• Provides input to business technology planning within functional area. Implements solutions consistent with the architecture.
• Manages the operations, maintenance, and support of IT initiatives in technical area to support business strategy.
• Provides high-quality services at optimal cost to customers. Measures service performance and implements improvements as needed.
• Implements defined processes improvements. 
• May participate in the development of IT budgets. Partners with senior leadership and finance.  Tracks and takes appropriate steps to stay within budget.
• Develops and implements operations support strategies to improve the performance of multiple business processes that increase profitability, efficiency or customer satisfaction.
• Participates and provides input to the Service Level Agreement (SLA) development process. Measures and track metrics to ensure internal SLA's are met.
• Provides advice and counsel to the vendor relationship decision making and contract development processes.
• Manages and directs vendors who provide production O&M and end-user support managed services.
• Reviews vendor performance. Identifies and confirms performance problems and notifies contract managers.
• Meets regularly with team to gather work statuses. Discuss work progress and obstacles. Provides advice, guidance, encouragement and constructive feedback. Ensures work, information ideas and technology flow freely among the section.
• Establishes measurable individual and team objectives that are aligned with business and organizational goals. Documents and presents performance assessments.
• Recognizes and rewards associates commensurate with performance. Implements organizational practices for staffing, Equal Employment Opportunity (EEO), diversity, performance management, development, reward and recognition, and retention.
• Identifies the roles, skills and knowledge required. Ensure staff has the resources and skills needed to support all work initiatives. Participates in IT workforce deployment activities.
• Generates appropriate communication, process and educational plans for mitigating the disruption of change. Identifies and removes obstacles to change.
• Effectively perform all IT Controls as applicable.
• Partners with OCM team and functional and business leaders to mitigate disruption of change.  Identifies and escalates obstacles to change


•Bachelor’s Degree in related technical/business field with 7+ years relevant experience in business systems, development or IT support functions or an equivalent combination of education, training and work experience may be considered in lieu of a degree.
•Strong Agile delivery experience.
• Proven experience with ITIL and IT Service Management processes.
• Strong expertise in deploying and supporting applications in Cloud based Platforms such as AWS, Azure, Salesforce, MuleSoft and other Native Cloud platforms.
• Technical and/or ITIL, or equivalent Certifications
• Requires leadership experience in managing cross-functional teams and influencing senior management and key stakeholders.
• Requires demonstrated ability to launch and deliver IT projects on time and within budget.
• Must possess strong communication and interpersonal skills, work well with others in an integrated team environment, and must be self-motivated


• Master’s Degree in technical/business or equivalent
• Experience working in large complex companies that heavily rely on real time 24x7 IT operations to successfully service external customers
• 9+ years relevant work experience preferred
• Hybrid/Remote working environment
• May require travel up to 20% of the time 
• Requires on-call status


• Must have excellent oral and written communication skills



The salary/hourly range is $107,160 - $138,880. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.

Requisition ID:158021
Posting Location(s):District of Columbia
Job Family/Function:Information Technology 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.

In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.


In accordance with federal law governing security checks of covered individuals for public transportation ( Title 6 U.S.C. § 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.

POSTING NOTES: Information Technology || Information Technology