Product Support Manager
Manages the package of support functions required to field and maintain the readiness and operational capability of systems and components.
Core KSATs
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 |
Additional KSATs
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 |