Who we are:

Makpar is a comprehensive professional and technical solutions provider for the Federal government. We combine functional and technical expertise in cloud engineering, data management, cybersecurity and emerging technologies to deliver mission success. We build the right IT solution for government clients by partnering with them to understand their WHAT, WHY, and HOW. Using our signature consulting methodology that we call “The Makpar Way,” we help agencies navigate the ongoing changes in the Federal technology landscape. We succeed where others fail because of our connected and engaged workforce are dedicated to delivering success for our clients and the American people.

Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.

When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.

Makpar has an exciting opportunity for a Production Operations Lead. In this role, the Production Operations Lead will coordinate day-to-day production O&M execution for an IRS opportunity. This role supports 24x7 operational continuity, incident response, monitoring, RCA, patch/vulnerability remediation support, backup/restore validation, DR support, operational reporting, and production-readiness coordination. The role is operationally senior but is not a Government PM, cybersecurity authority, DBA, or infrastructure administrator.

Role Specific Duties/ Role Responsibilities:

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 for issue resolution.
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.

Required Qualifications:

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.

Preferred Qualifications

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.

Who we are:

Our Mission: We solve complex problems for the Federal government to accelerate access to citizen services.

When it comes to excellence, we deliver. Learn more about our employer brand at makpar.com/careers.

Role Specific Duties/ Role Responsibilities:

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 for issue resolution.
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.