Product Support Manager

Work Role ID: 803  |  Workforce Element: Cyberspace Enablers (Support) Acquisition

What does this work role do? Manages the package of support functions required to field and maintain the readiness and operational capability of systems and components.

KSAT ID Description KSAT
22 * Knowledge of computer networking concepts and protocols, and network security methodologies. Knowledge
108 * Knowledge of risk management processes (e.g., methods for assessing and mitigating risk). Knowledge
203 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. Skill
760 Perform needs analysis to determine opportunities for new and improved business process solutions. Task
801A Provide enterprise cybersecurity and supply chain risk management guidance. Task
808 Provide input to implementation plans and standard operating procedures. Task
1005 Knowledge of functionality, quality, and security requirements and how these will apply to specific items of supply (i.e., elements and processes). Knowledge
1018 Ensure all acquisitions, procurements, and outsourcing efforts address information security requirements consistent with organization goals. Task
1037 Knowledge of information technology (IT) supply chain security and risk management policies, requirements, and procedures. Knowledge
1148 Develop contract language to ensure supply chain, system, network, and operational security are met. Task
1157 * Knowledge of national and international laws, regulations, policies, and ethics as they relate to cybersecurity. Knowledge
1158 * Knowledge of cybersecurity principles. Knowledge
1159 * Knowledge of cyber threats and vulnerabilities. Knowledge
5310 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. Task
6420 Knowledge of sustainment technologies, processes and strategies. Knowledge
6900 * Knowledge of specific operational impacts of cybersecurity lapses. Knowledge
6935 * Knowledge of cloud computing service models Software as a Service (SaaS), Infrastructure as a Service (IaaS), and Platform as a Service (PaaS). Knowledge
6938 * Knowledge of cloud computing deployment models in private, public, and hybrid environment and the difference between on-premises and off-premises environments. Knowledge
KSAT ID Description KSAT
62 Knowledge of industry-standard and organizationally accepted analysis principles and methods. Knowledge
69A Knowledge of risk management processes and requirements per the Risk Management Framework (RMF). Knowledge
88 Knowledge of new and emerging information technology (IT) and cybersecurity technologies. Knowledge
107 Knowledge of resource management principles and techniques. Knowledge
129 Knowledge of system life cycle management principles, including software security and usability. Knowledge
296 Knowledge of how information needs and collection requirements are translated, tracked, and prioritized across the extended enterprise. Knowledge
325A Ability to ensure security practices are followed throughout the acquisition process. Ability
537 Develop methods to monitor and measure risk, compliance, and assurance efforts. Task
680A Lead and oversee budget, staffing, and contracting. Task
797 Provide advice on project costs, design concepts, or design changes. Task
811 Provide ongoing optimization and problem solving support. Task
813 Provide recommendations for possible improvements and upgrades. Task
834 Resolve conflicts in laws, regulations, policies, standards, or procedures. Task
840B Review or conduct audits of programs and projects. Task
936 Develop security compliance processes and/or audits for external services (e.g., cloud service providers, data centers). Task
949 Evaluate the effectiveness of procurement function in addressing information security requirements and supply chain risks through procurement activities and recommend improvements. Task
954 Knowledge of import/export control regulations and responsible agencies for the purposes of reducing supply chain risk. Knowledge
955A Draft and publish supply chain security and risk management documents. Task
966 Knowledge of enterprise incident response program, roles, and responsibilities. Knowledge
970A Apply cybersecurity functions (e.g., encryption, access control, and identity management) to reduce exploitation opportunities. Task
979 Knowledge of supply chain risk management standards, processes, and practices. Knowledge
1003 Develop and document supply chain risks for critical system elements, as appropriate. Task
1004A Knowledge of information technology (IT) acquisition/procurement requirements. Knowledge
1021 Knowledge of risk threat assessment. Knowledge
1039A Ability to evaluate/ensure the trustworthiness of the supplier and/or product. Ability
1061A Knowledge of the acquisition/procurement life cycle process. Knowledge
1122 Ability to apply supply chain risk management standards. Ability
1125 Knowledge of Cloud-based knowledge management technologies and concepts related to security, governance, procurement, and administration. Knowledge
1127 Knowledge of Import/Export Regulations related to cryptography and other security technologies. Knowledge
1130 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). Knowledge
1133 Knowledge of service management concepts for networks and related standards (e.g., Information Technology Infrastructure Library, current version [ITIL]). Knowledge
1143A Conduct import/export reviews for acquiring systems and software. Task
1148A Develop supply chain, system, network, performance, and cyber security requirements. Task
5010 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. Task
5150 Coordinate and manage the overall service provided to a customer end-to-end. Task
5380 Gather feedback on customer satisfaction and internal service performance to foster continual improvement. Task
5610 Review service performance reports identifying any significant issues and variances, initiating, where necessary, corrective actions and ensuring that all outstanding issues are followed up. Task
5660 Work with other service managers and product owners to balance and prioritize services to meet overall customer requirements, constraints, and objectives. Task
6070 Ability to conduct and implement market research to understand government and industry capabilities and appropriate pricing. Ability
6160 Ability to oversee the development and update of the lifecycle cost estimate. Ability
6290 Knowledge of how to leverage government research and development centers, think tanks, academic research, and industry systems. Knowledge