Product Support Manager

Manages the package of support functions required to field and maintain the readiness and operational capability of systems and components.

Below are the Knowledge, Skills, Abilities and Tasks identified as being required to perform this work role.

CoursesDESCRIPTION
Knowledge of computer networking concepts and protocols, and network security methodologies.
Knowledge of risk management processes (e.g., methods for assessing and mitigating risk).
K0003Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy.
K0004Knowledge of cybersecurity and privacy principles.
K0005Knowledge of cyber threats and vulnerabilities.
K0006Knowledge of specific operational impacts of cybersecurity lapses.
K0043Knowledge of industry-standard and organizationally accepted analysis principles and methods.
K0048Knowledge of Risk Management Framework (RMF) requirements.
K0059Knowledge of new and emerging information technology (IT) and cybersecurity technologies.
K0072Knowledge of resource management principles and techniques.
K0090Knowledge of system life cycle management principles, including software security and usability.
K0120Knowledge of how information needs and collection requirements are translated, tracked, and prioritized across the extended enterprise.
K0126Knowledge of Supply Chain Risk Management Practices (NIST SP 800-161)
K0148Knowledge of import/export control regulations and responsible agencies for the purposes of reducing supply chain risk.
K0150Knowledge of enterprise incident response program, roles, and responsibilities.
K0154Knowledge of supply chain risk management standards, processes, and practices.
K0164Knowledge of functionality, quality, and security requirements and how these will apply to specific items of supply (i.e., elements and processes).
K0165Knowledge of risk/threat assessment.
K0169Knowledge of information technology (IT) supply chain security and supply chain risk management policies, requirements, and procedures.
K0194Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
K0196Knowledge of Import/Export Regulations related to cryptography and other security technologies.
K0198Knowledge of organizational process improvement concepts and process maturity models (e.g., Capability Maturity Model Integration (CMMI) for Development, CMMI for Services, and CMMI for Acquisitions).
K0200Knowledge of service management concepts for networks and related standards (e.g., Information Technology Infrastructure Library, current version [ITIL]).
K0235Knowledge of how to leverage research and development centers, think tanks, academic research, and industry systems.
K0249Knowledge of sustainment technologies, processes and strategies.
K0257Knowledge of information technology (IT) acquisition/procurement requirements.
K0270Knowledge of the acquisition/procurement life cycle process.
IDDESCRIPTION
S0038Skill in identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
S0372Skill to translate, track, and prioritize information needs and intelligence collection requirements across the extended enterprise.
IDDESCRIPTION
A0009Ability to apply supply chain risk management standards.
A0031Ability to conduct and implement market research to understand government and industry capabilities and appropriate pricing.
A0039Ability to oversee the development and update of the life cycle cost estimate.
A0045Ability to evaluate/ensure the trustworthiness of the supplier and/or product.
A0056Ability to ensure security practices are followed throughout the acquisition process.
IDDESCRIPTION
T0072Develop methods to monitor and measure risk, compliance, and assurance efforts.
T0174Perform needs analysis to determine opportunities for new and improved business process solutions.
T0196Provide advice on project costs, design concepts, or design changes.
T0204Provide input to implementation plans and standard operating procedures.
T0207Provide ongoing optimization and problem-solving support.
T0208Provide recommendations for possible improvements and upgrades.
T0220Resolve conflicts in laws, regulations, policies, standards, or procedures.
T0223Review or conduct audits of information technology (IT) programs and projects.
T0256Evaluate the effectiveness of procurement function in addressing information security requirements and supply chain risks through procurement activities and recommend improvements.
T0273Develop and document supply chain risks for critical system elements, as appropriate.
T0277Ensure that all acquisitions, procurements, and outsourcing efforts address information security requirements consistent with organization goals.
T0302Develop contract language to ensure supply chain, system, network, and operational security are met.
T0340Act as a primary stakeholder in the underlying information technology (IT) operational processes and functions that support the service, provide direction and monitor all significant activities so the service is delivered successfully.
T0354Coordinate and manage the overall service provided to a customer end-to-end.
T0370Ensure that appropriate Service-Level Agreements (SLAs) and underpinning contracts have been defined that clearly set out for the customer a description of the service and the measures for monitoring the service.
T0377Gather feedback on customer satisfaction and internal service performance to foster continual improvement.
T0389Review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed up.
T0394Work with other service managers and product owners to balance and prioritize services to meet overall customer requirements, constraints, and objectives.
T0412Conduct import/export reviews for acquiring systems and software.
T0414Develop supply chain, system, network, performance, and cybersecurity requirements.
T0493Lead and oversee budget, staffing, and contracting.
T0525Provide enterprise cybersecurity and supply chain risk management guidance.
T0551Draft and publish supply chain security and risk management documents.
T0553Apply cybersecurity functions (e.g., encryption, access control, and identity management) to reduce exploitation opportunities.