• Product Support Manager

    Work Role ID: OV-PMA-003
    Manages the package of support functions required to field and maintain the readiness and operational capability of systems and components.
    Category: Oversee and Govern
    Specialty Area: Program/Project Management and Acquisition

Abilities

  • A0009: Ability to apply supply chain risk management standards.
  • A0031: Ability to conduct and implement market research to understand government and industry capabilities and appropriate pricing.
  • A0039: Ability to oversee the development and update of the life cycle cost estimate.
  • A0045: Ability to evaluate/ensure the trustworthiness of the supplier and/or product.
  • A0056: Ability to ensure security practices are followed throughout the acquisition process.

Knowledge

  • K0001: Knowledge of computer networking concepts and protocols, and network security methodologies. 
  • K0002: Knowledge of risk management processes (e.g., methods for assessing and mitigating risk). 
  • K0003: Knowledge of laws, regulations, policies, and ethics as they relate to cybersecurity and privacy. 
  • K0004: Knowledge of cybersecurity and privacy principles. 
  • K0005: Knowledge of cyber threats and vulnerabilities. 
  • K0006: Knowledge of specific operational impacts of cybersecurity lapses. 
  • K0043: Knowledge of industry-standard and organizationally accepted analysis principles and methods. 
  • K0048: Knowledge of Risk Management Framework (RMF) requirements. 
  • K0059: Knowledge of new and emerging information technology (IT) and cybersecurity technologies. 
  • K0072: Knowledge of resource management principles and techniques.
  • K0090: Knowledge of system life cycle management principles, including software security and usability.
  • K0120: Knowledge of how information needs and collection requirements are translated, tracked, and prioritized across the extended enterprise.
  • K0126: Knowledge of Supply Chain Risk Management Practices (NIST SP 800-161) 
  • K0148: Knowledge of import/export control regulations and responsible agencies for the purposes of reducing supply chain risk.
  • K0150: Knowledge of enterprise incident response program, roles, and responsibilities.
  • K0154: Knowledge of supply chain risk management standards, processes, and practices.
  • K0164: Knowledge of functionality, quality, and security requirements and how these will apply to specific items of supply (i.e., elements and processes).
  • K0165: Knowledge of risk threat assessment.
  • K0169: Knowledge of information technology (IT) supply chain security and supply chain risk management policies, requirements, and procedures. 
  • K0194: Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration. 
  • K0196: Knowledge of Import/Export Regulations related to cryptography and other security technologies. 
  • K0198: 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). 
  • K0200: Knowledge of service management concepts for networks and related standards (e.g., Information Technology Infrastructure Library, current version [ITIL]).
  • K0235: Knowledge of how to leverage research and development centers, think tanks, academic research, and industry systems. 
  • K0249: Knowledge of sustainment technologies, processes and strategies.
  • K0257: Knowledge of information technology (IT) acquisition/procurement requirements.
  • K0270: Knowledge of the acquisition/procurement life cycle process. 

Skills

  • S0038: 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.
  • S0372: Skill to translate, track, and prioritize information needs and intelligence collection requirements across the extended enterprise. 

Tasks

  • T0072: Develop methods to monitor and measure risk, compliance, and assurance efforts.
  • T0174: Perform needs analysis to determine opportunities for new and improved business process solutions.
  • T0196: Provide advice on project costs, design concepts, or design changes.
  • T0204: Provide input to implementation plans and standard operating procedures.
  • T0207: Provide ongoing optimization and problem-solving support.
  • T0208: Provide recommendations for possible improvements and upgrades.
  • T0220: Resolve conflicts in laws, regulations, policies, standards, or procedures.
  • T0223: Review or conduct audits of information technology (IT) programs and projects.
  • T0256: Evaluate the effectiveness of procurement function in addressing information security requirements and supply chain risks through procurement activities and recommend improvements.
  • T0273: Develop and document supply chain risks for critical system elements, as appropriate.
  • T0277: Ensure that all acquisitions, procurements, and outsourcing efforts address information security requirements consistent with organization goals.
  • T0302: Develop contract language to ensure supply chain, system, network, and operational security are met.
  • T0340: 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.
  • T0354: Coordinate and manage the overall service provided to a customer end-to-end.
  • T0370: Ensure 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.
  • T0377: Gather feedback on customer satisfaction and internal service performance to foster continual improvement.
  • T0389: Review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed up.
  • T0394: Work with other service managers and product owners to balance and prioritize services to meet overall customer requirements, constraints, and objectives.
  • T0412: Conduct import/export reviews for acquiring systems and software.
  • T0414: Develop supply chain, system, network, performance, and cybersecurity requirements.
  • T0493: Lead and oversee budget, staffing, and contracting.
  • T0525: Provide enterprise cybersecurity and supply chain risk management guidance.
  • T0551: Draft and publish supply chain security and risk management documents.
  • T0553: Apply cybersecurity functions (e.g., encryption, access control, and identity management) to reduce exploitation opportunities.

Capability Indicators

Capability Indicators for Product Support Manager
Category Entry Intermediate Advanced
Credentials/Certifications
  • Recommended: Yes
  • Example Types: Certifications that address any topics related to IT
  • Example Topics: N/A
  • Recommended: Yes
  • Example Types: N/A
  • Example Topics: Certifications that address network types, network media, switching fundamentals, TCP/IP, IP addressing and routing, WAN technologies, operating and configuring IOS devices, and managing network environments, risk management, categorization of information systems, selection of security controls, security control implementation and assessment, information system authorization, and monitoring of security controls
  • Recommended: Yes
  • Example Topics: Certifications that address security and risk management, asset security, security engineering, communications and network security, identity and access management, security assessment and testing, security operations, software development security, information security governance, information risk management, security program development and management, information security incident management, change management and incident handling for managers, common attacks and malware, managing access control, managing defense in depth and security policy, managing (disaster recovery and contingency planning, employees and total cost of ownership, operational security, physical security and facility safety, privacy and web security, risk and ethics, security awareness and protecting intellectual property, the network infrastructure, quality and growth of the security organization, cryptography, vulnerabilities, wireless security, network and endpoint security technologies), network protocols for managers, project management and business situational awareness, selling and managing the mission, enterprise security, risk management and incident response, research and analysis, integration of computing, communications and business disciplines, technical integration of enterprise components, strategic program management, program lifecycle (initiating, planning, executing, controlling, and closing), benefits management, stakeholder management, and governance
Continuous Learning
  • Recommended: Yes
  • Examples: Mentoring
  • Recommended: Yes
  • Examples: 40 hours annually (may include attending conferences)
  • Recommended: Yes
  • Examples: 40 hours annually (may include interagency rotational programs, and attending and speaking at conferences)
Education
  • Recommended: Not essential but may be beneficial
  • Example Types: Bachelor's
  • Example Topics: Computer science, cybersecurity, information technology, software engineering, information systems, computer engineering
  • Recommended: Yes
  • Example Types: Bachelor's (certifications addressing advanced systems management, systems administration, information systems security, system certification, risk analysis, governance, security risk management, controls, audit management, information security core concepts [access control, social engineering, phishing attacks, identity theft], strategic planning, finance, and vendor management may substitute for education)
  • Example Topics: Computer science, cybersecurity, information technology, software engineering, information systems, computer engineering
  • Recommended: Not essential but may be beneficial
  • Example Types: Bachelor's, Master's, Ph.D. (certifications addressing advanced systems management, systems administration, information systems security, system certification, risk analysis, governance, security risk management, controls, and audit management, information security core concepts [access control, social engineering, phishing attacks, and identity theft], strategic planning, finance, and vendor management may substitute for education)
  • Example Topics: Computer science, cybersecurity, information technology, software engineering, information systems, computer engineering
Experiential Learning
  • Recommended: Yes
  • Examples: 2+ years of work experience with IT experience
  • Recommended: Yes
  • Examples: 2+ work years of experience in IT/ information assurance
  • Recommended: Yes
  • Examples: Management, training, information assurance, and information assurance
Training
  • Recommended: N/A
  • Example Types: N/A
  • Example Topics: N/A
  • Recommended: Not essential but may be beneficial
  • Example Types: N/A
  • Example Topics: Network security vulnerability
  • Recommended: Not essential but may be beneficial
  • Example Types: N/A
  • Example Topics: Information system security