Product Support Manager

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

Tasks

The concrete work activities defined for this role in the DCWF v5.1 spreadsheet. Core tasks are required for the role; additional tasks are associated but not mandatory.

• T1003 additional Develop and document supply chain risks for critical system elements, as appropriate.
• T1018 additional Ensure all acquisitions, procurements, and outsourcing efforts address information security requirements consistent with organization goals.
• T1143A additional Conduct import/export reviews for acquiring systems and software.
• T1148 additional Develop contract language to ensure supply chain, system, network, and operational security are met.
• T1148A additional Develop supply chain, system, network, performance, and cyber security requirements.
• T5010 additional Act 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.
• T5150 additional Coordinate and manage the overall service provided to a customer end-to-end.
• T5310 additional Ensure that appropriate 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.
• T537 additional Develop methods to monitor and measure risk, compliance, and assurance efforts.
• T5380 additional Gather feedback on customer satisfaction and internal service performance to foster continual improvement.
• T5610 additional Review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed up.
• T5660 additional Work with other service managers and product owners to balance and prioritize services to meet overall customer requirements, constraints, and objectives.
• T680A additional Lead and oversee budget, staffing, and contracting.
• T760 additional Perform needs analysis to determine opportunities for new and improved business process solutions.
• T797 additional Provide advice on project costs, design concepts, or design changes.
• T801A additional Provide enterprise cybersecurity and supply chain risk management guidance.
• T808 additional Provide input to implementation plans and standard operating procedures.
• T811 additional Provide ongoing optimization and problem solving support.
• T813 additional Provide recommendations for possible improvements and upgrades.
• T834 additional Resolve conflicts in laws, regulations, policies, standards, or procedures.
• T840B additional Review or conduct audits of programs and projects.
• T936 additional Develop security compliance processes and/or audits for external services (e.g., cloud service providers, data centers).
• T949 additional Evaluate the effectiveness of procurement function in addressing information security requirements and supply chain risks through procurement activities and recommend improvements.
• T955A additional Draft and publish supply chain security and risk management documents.
• T970A additional Apply cybersecurity functions (e.g., encryption, access control, and identity management) to reduce exploitation opportunities.

Knowledge, Skills, and Abilities

KSA statements define what a person filling this role knows or can do. "Knowledge" is what they must know, "Skill" is what they can perform, and "Ability" is a durable capacity they bring to the work.

• K1005 knowledge core Knowledge of functionality, quality, and security requirements and how these will apply to specific items of supply (i.e., elements and processes).
• K1037 knowledge core Knowledge of information technology (IT) supply chain security and risk management policies, requirements, and procedures.
• K6420 knowledge core Knowledge of sustainment technologies, processes and strategies.
• S203 skill core Skill in identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
• A1039A ability additional Ability to evaluate/ensure the trustworthiness of the supplier and/or product.
• A1122 ability additional Ability to apply supply chain risk management standards.
• A325A ability additional Ability to ensure security practices are followed throughout the acquisition process.
• A6070 ability additional Ability to conduct and implement market research to understand government and industry capabilities and appropriate pricing.
• A6160 ability additional Ability to oversee the development and update of the lifecycle cost estimate.
• K0062 knowledge additional Knowledge of industry-standard and organizationally accepted analysis principles and methods.
• K0088 knowledge additional Knowledge of systems administration concepts.
• K0107 knowledge additional Knowledge of resource management principles and techniques.
• K0129 knowledge additional Knowledge of system life cycle management principles, including software security and usability.
• K0296 knowledge additional Knowledge of how information needs and collection requirements are translated, tracked, and prioritized across the extended enterprise.
• K069A knowledge additional Knowledge of risk management processes and requirements per the Risk Management Framework (RMF).
• K0954 knowledge additional Knowledge of import/export control regulations and responsible agencies for the purposes of reducing supply chain risk.
• K0966 knowledge additional Knowledge of enterprise incident response program, roles, and responsibilities.
• K0979 knowledge additional Knowledge of supply chain risk management standards, processes, and practices.
• K1004A knowledge additional Knowledge of information technology (IT) acquisition/procurement requirements.
• K1021 knowledge additional Knowledge of risk threat assessment.
• K1061A knowledge additional Knowledge of the acquisition/procurement life cycle process.
• K1125 knowledge additional Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration.
• K1127 knowledge additional Knowledge of Import/Export Regulations related to cryptography and other security technologies.
• K1130 knowledge additional Knowledge 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).
• K1133 knowledge additional Knowledge of service management concepts for networks and related standards (e.g., Information Technology Infrastructure Library, current version [ITIL]).
• K6290 knowledge additional Knowledge of how to leverage government research and development centers, think tanks, academic research, and industry systems.

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