Title : Director - 165756
Location : Jackson, MS
Duration : 12 + Months
SCOPE OF SERVICES:
The contractor shall provide leadership and operational management across the following functional domains: Enterprise Cloud Services; Network, Voice & Telecommunications; IT Service Desk & End-User Support; Infrastructure & Operations; Cybersecurity Partnership & Compliance; Vendor & Contract Management; and IT Services Management
& Governance. The scope encompasses both ongoing operational responsibilities and active modernization initiatives
Enterprise Cloud Services
Provide strategic and operational leadership for DOM's enterprise cloud environment, including infrastructure provisioning, platform services, identity integration, monitoring, and capacity
management.
Oversee cloud migration activities, including coordination with cloud professional services teams, managed migration vendors, and DOM internal teams.
Establish and enforce governance for cloud adoption, architecture standards, cost management, security compliance, and operational procedures.
Manage cloud account provisioning, vendor onboarding to cloud environments, and service ticket workflows for cloud service requests.
Develop strategies for disaster recovery, high availability, and technology resiliency within cloud environments.
Monitor cloud consumption, performance, and costs; identify and implement optimization opportunities.
Provide strategic and operational leadership for DOM's enterprise cloud environment, including infrastructure provisioning, platform services, identity integration, monitoring, and capacity
management.
Network, Voice &Telecommunications
Direct enterprise network and telecommunications operations supporting statewide Medicaid business
functions, including LAN/WAN, wireless, Internet connectivity, remote access, and unified
communications.
Oversee load balancing and DNS provisioning for application environments.
Coordinate with telecommunications carriers, managed service providers, and technology vendors to
ensure service-level requirements are met.
Lead modernization of network infrastructure to support cloud services, mobility, and evolving security
requirements.
Manage network access restoration and firewall rule change requests through ITS coordination.
IT Service Desk &End-User Support
Lead the enterprise IT service desk and end-user support organization, including client support technicians and supervisory staff.
Establish and monitor ServiceDesk KPIs: first-contact resolution, response times, resolution times, backlog management, and customer satisfaction.
Oversee incident escalation, major incident management, and post-incident review processes.
Manage ITS Service Counterpicket workflows for DOM, including cloud and hosted application service categories.
Develop self-service capabilities, knowledge management, and automation to improve employee technology experience.
Infrastructure &Operations
Provide leadership for enterprise infrastructure operations, including compute, storage, virtualization, operating systems, backup, monitoring, and related platforms.
Ensure critical infrastructure is monitored and maintained to established availability and performance standards.
Lead infrastructure modernization and technology lifecycle management, including hardware refresh strategies and capacity planning.
Establish effective backup, recovery, redundancy, and disaster recovery capabilities.
Manage assessment artifactcollection and compliance documentation for infrastructure domains.
Cybersecurity Partnership& Compliance
Partner with the CIO/CTO and cybersecurity teams to ensure infrastructure and services meet state and federal security requirements.
Ensure IT operations comply with HIPAA, CMS, and Mississippi ITS security policies.
Support implementation of security controls across cloud, network, infrastructure, and endpoint environments.
Participate in risk assessments, audits, compliance reviews, vulnerability remediation, and security initiatives.
Coordinate with the Cloud enter of Excellence (CCOE) and ITS on shared security documentation and architecture standards.
Vendor & Contract Management
Provide executive oversight of technology vendors, managed service providers, and cloud partners.
Lead vendor coordination for active contracts and procurement activities, including SOW development, brand specification forms, and contract negotiations.
Monitor vendor performance, deliverables, financial commitments, and contractual compliance.
Manage vendor escalations and remediation of significant service issues.
Support IT procurement processes, including solicitation review, proposal evaluation, and vendor selection.
IT Service Management &Governance
Establish operational governance processes for incident, problem, change, configuration, request, and service-level management.
Develop and maintain an enterprise service catalo defining technology services, ownership, service levels, and support models.
Develop dashboards and executive-level reporting that communicate IT service health, risks, performance trends, and improvement initiatives.
Lead Standard Operating Procedure (SOP) development and maintenance for ITIM domains.
Facilitate weekly status reporting and leadership coordination meetings.
KEY DUTIES:
The contractor shall perform the following duties on an ongoing basis:
Manage daily IT infrastructure operations, ensuring availability and performance of all enterprise systems and services.
Triage, assign, and track service tickets submitted for DOM cloud, hosting, and network services.
Coordinate with network and systems administration teams on DNS changes, firewall rules, account provisioning, and access management.
Lead incident response for major technology outages and service disruptions, including root cause analysis and corrective action.
Manage vendor relationships through regular status calls, performance reviews, and escalation management.
Review and contribute to Statements of Work, procurement documents, and contract renewals.
Conduct interviews and manage hiring processes for infrastructure and client support positions.
Develop and update Standard Operating Procedures (SOPs) for all ITIM service areas.
Prepare and deliver weekly status reports to IT leadership.
Manage bi-annual assessment artifact collection and compliance documentation.
REPORTING STRUCTURE:
The contractor shall report directly to the DOM Chief Information Officer (CIO) and/or Chief Technology Officer (CTO).
The contractor shall participate in DOM IT leadership meetings, weekly status report cadence, and executive
briefings as required.
The contractor shall coordinate regularly with network administration, enterprise architecture, cybersecurity, IT procurement, and application development teams.
SECURITY AND COMPLIANCEREQUIREMENTS:
The contractor shall pass a back ground investigation as required by the State of Mississippi and DOM prior to commencing work.
The contractor shall comply with all HIPAA Privacy and Security Rule requirements, including safeguarding of Protected Health Information(PHI) and electronic PHI (ePHI).
The contractor shall comply with CMS Acceptable Risk Controls for Automated Medicaid Program Eligibility (ARC-AMPE) and all applicable federal security requirements.
The contractor shall adhere to Mississippi ITS security policies, standards, and procedures.
The contractor shall complete all required security awareness training within thirty (30) days of onboarding and annually thereafter.
The contractor shall execute a Non-Disclosure Agreement (NDA) and any additional confidentiality agreements required by DOM.
The contractor shall not remove, copy, or transmit DOM data, documents, or systems information without prior written authorization.
Upon termination or completion of the engagement, the contractor shall return all DOM property, credentials, and access shall be revoked within one (1) business day.
Skills :
Qualification Requirement
Experience with progressive information technology, including significant experience managing enterprise IT operations and infrastructure. 10+ Years
Experience in leadership or management, including direct supervision of technical teams, managers, engineers, and support personnel. 8+ Years
Demonstrated experience managing enterprise cloud environments, with specific experience in Amazon Web Services (AWS) including EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures. 2 Years
Strong understanding of enterprise networking, including LAN/WAN, DNS, load balancing, wireless infrastructure, and telecommunications. 2 Years
Experience with enterprise monitoring and observability platforms. 2 Years
Experience managing IT service desk operations, including service level management, incident management, and customer satisfaction measurement. 2 Years
6
4. Scoring Method
Criteria Score Percentage Must equal 100%
Resume Score 20%
Interview Score 45%
Cost Score 35%
Experience with IT vendor management, contract oversight, SOW development, and procurement support. 2 Years
Experience managing data protection and backup solutions. 2 Years
Strong understanding of cybersecurity principles, compliance frameworks, and IT governance in a regulated environment. 2 Years
Excellent written and verbal communication skills, including the ability to translate technical issues into business-level communications for executive audiences. 2 Years
Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; or equivalent work experience.
Bachelors or Higher Preferred/Not Required
Preferred/Not Required
Provide any skills/experience that would be helpful for the candidate to possess but not required. Examples: Previous supervisory experience, WebLogic experience helpful, etc.
Business Skill Set Requirement
Experience working in state or federal government IT environments, preferably within a Medicaid, healthcare, or human services agency. No minimum requirement
Experience with CMS interoperability mandates, including FHIR APIs and federal healthcare data exchange standards. No minimum requirement
AWS certifications: Solutions Architect, Sisos Administrator, or Cloud Practitioner. No minimum requirement
ITIL v4 Foundation or higher certification. No minimum requirement
Experience with identity and access management platforms. No minimum requirement
Experience with NoSQL databases and healthcare integration engines. No minimum requirement
Experience with infrastructure-as-code, CI/CD pipelines, and DevOps practices. No minimum requirement
Experience managing technology migrations from on-premises data centres to cloud environments. No minimum requirement
Project Management Professional (PMP) or similar certification. No minimum requirement
Master's degree in a technology or management discipline. No minimum requirement
Experience with Hyperacuity Rule compliance and CMS ARCAMPE security requirements. No minimum requirement
Never miss an opportunity! Create an alert based on the job you applied for.