Must be US Citizen and able to obtain clearance
Specific roles & responsibilities for the position include but not limited to the following:
Work with client/customer to create technical strategies and operations focused frameworks.
Work closely with Infrastructure leadership to ensure problem resolution and user satisfaction, report existing IT system risks, and recommend improvements.
Work with the application teams, system and business owners to understand operational requirements and outputs.
Work with the multiple operational center team leads to create an integrated operations platform.
Partner with Business Analysts, Enterprise Architecture as well as Security, Quality Assurance and Infrastructure teams to ensure an integrated support platform.
Enforce uniform process, policies across the various operation centers.
Direct program activities to meet client and organization work objectives and serve as a liaison with clients to coordinate activities, negotiate tasks, and solve problems.
Ensure compliance with relevant corporate and government policies and standards.
Directly supervise team leads, service desk, operations, network and mobile support staff, and carry out supervisory responsibilities in accordance with the organization's policies and procedures,
including hiring and performance evaluation.
Assure quality of program products, services, and deliverables, including participating in reviews and audits.
Develop Operational requirements and Basis of Estimates as requested.
Efficiently manage the schedule and resource of the project teams to fulfill customer requirements and meet implementation deadlines.
Ensure the certification and knowledge levels of project team personnel are always current and comprehensive and that they can provide the highest level of professional assistance to
Maintain progress reviews of project tasks and team member assignments.
Oversee end to end System Development Life Cycle (SDLC) of systems through to system deployment and operations.
Manage projects to adhere to the USCB SE&I SDLC process.
Assess the operational and functional baselines of the organization and its supporting systems.
Lead the definition of the direction and strategy for systems to ensure the operational needs are being addressed against aggressive schedules.
Develop Concept of Operations for the various sub operations centers.
Develop process/control changes by identifying gaps/issues/areas for improvement; writing improved processes.
Provide project management expertise throughout each phase of the project, from planning to closeout.
Monitor project progress by tracking activity; resolving problems; publishing progress reports; recommending actions.
Maintain system protocols, knowledge base, SOP*s, and other documents by enforcing traceability, updating procedures, analyzing system and program changes.
Prepare technical reports by collecting, analyzing, and summarizing information and trends.
Prepare status reports and deliver presentations on infrastructure operational improvements and status to colleagues, subordinates, and end-user representatives.
Manage public cloud and software defined data center compute, storage, and network components.
Implement and manage backup/recovery strategies, server configuration, monitor and respond to infrastructure, system and/or application health issues.
Understand and execute Change, Account, Incident, and Asset management functions and processes.
Provide expert knowledge, support and guidance to business and technology teams and facilitate the collaborative support of COTS, GOTS, FOSS and custom software solutions.
Recommend alternative technologies or improvements to enhance information system operational availability, reliability, performance, etc. to support organizational goals.
Provide infrastructure-related operational support documentation.
Work as part of team and provide off-hours supports when required to achieve program objectives.
Manage, track, audit, report, process, assign and work tickets daily and across shifts.
Manage to closure the remediation of security compliance & vulnerabilities.
Provide system and application diagnoses to remediate issues while engaging other teams as needed.
Provide compute resource system and application monitoring & remediation support.
Provide system and application access management support.
Develop/review SOP*s and other documentation for use within the operations team.
Perform tasks based on SOP*s to perform system and application changes as required.
Increase day-to-day operational efficiency and accuracy via the use of automated tools and scripts.
Serve as service desk escalation support to customers and application owners.
Provide daily infrastructure analysis reports.
Coordinate and manage service desk type environment.
Coach, mentor and train staff.
Various software engineering methodologies such as Waterfall, and Agile Scrum or Agile Kanban.
Experienced in leading operational support teams for large mission critical system of systems.
Must have advanced level knowledge of the concepts, practices and procedures of DevOps.
Solid time management skills with the ability to plan, organize and implement multiple initiatives and deadline-driven workloads while consistently providing outstanding customer service.
Detail-oriented, proactive self-starter demonstrating a positive, willing attitude and excellent oral and written communication skills.
Proficient in determining the appropriate strategy for recoverability and continuity of business operations.
Experience writing frameworks, concepts of operations, service operations plans, implementation guides and standard operating procedures.
Ability to write professional technical English and train staff.
ITSM products (i.e. Remedy or ServiceNow) CRQ/WO/INC/KMS management.
Managed multiple teams consistiting of technical and non-technical staff (direct & indirect, 50+).
Experience using Microsoft Windows 2012 R2 in a medium/large (1000+) domain environment.
Day-to-day fluency using Microsoft Active Directory to manage policies & user objects.
Experience deploying, troubleshooting, administering and using Red Hat Enterprise Linux 7.x.
Proficient with Kerberos/Pam for RHEL integration into Microsoft Active Directory.
Experience deploying, troubleshooting, administering and using Microsoft Windows 2012 R2.
Experience managing, troubleshooting and administering VMware 5.5+ (vCenter/vSphere/vRealize).
Proficient at scripting using at least two languages: bash, sh, powershell, python, ruby, etc..
Experience using NOC tools such as SolarWinds, AppDynamics, VMware vRealize and/or Splunk.
Knowledge of security policies and general vulnerabilities management.
Expert infrastructure/system/application troubleshooting abilities.