Service Management System Engineer ‐ Senior
Location : Washington, DC
Position: Full Time Travel: No
Job Summary : SAIC has an exciting opportunity for a strong and dynamic infrastructure leader capable of managing multiple high-priority efforts within a challenging client environment.
We are looking for someone with the ability to manage a team and a passion for solving problems and growth. The successful candidate will work at all levels of a large Federal Department and lead the management of their IT Infrastructure, their modernization strategy, plans, and implementation efforts.
Job Duties
· Provides day-to-day management and supervision of the overall Enterprise Infrastructure monitoring team, involving multiple projects.
· Organizes, directs, and coordinates the planning and execution of Infrastructure Monitoring-related service delivery and business growth activities.
· Demonstrates outstanding written and verbal communication skills. Effective at resolving conflicts between functional teams in a manner that drives productivity and minimizes attrition.
· Well-versed in an array of Infrastructure monitoring tools and services with a comprehensive understanding of strategy, engineering, and sustainment.
· Leads technical architecture, configuration, and deep integrations across the core OpenText ITOM suite, specifically:
o OpenText SiteScope for agentless application and infrastructure monitoring.
o OpenText Operations Bridge Manager (OBM) for event management, correlation, and event-driven automation.
o OpenText Operations Agents for deep OS and system performance metric collection.
o OpenText OPTIC (Operations Bridge / Data Lake) for centralized analytics and reporting.
o OpenText Universal CMDB (uCMDB) for configuration management, dependency mapping, and Automated Service Modeling (ASM).
o Seamless inter-module integrations across SiteScope, OBM, Operations Agents, OPTIC, and uCMDB to ensure end-to-end IT Service visibility.
· Analyzes monitoring service delivery metrics and technical configurations to lead the team in providing recommendations on optimal alternatives.
· Provides managerial guidance for directing and monitoring information systems operations.
· Leads the identification and diagnosis of complex problems affecting network, systems, database, and application performance using enterprise monitoring tools.
· Ensures the team is highly capable of troubleshooting data center systems and applications, providing empirical data and recommendations to improve overall system health.
Job Requirements
· Operational mindset with a passion for problem-solving in a complex environment across all Infrastructure operational levels of a large Federal Department/Agency.
· Operating Systems Expertise: Intimate familiarity and hands-on operational knowledge of enterprise OS environments, including Windows Server 2019 and above, as well as Red Hat Enterprise Linux (RHEL) 9 and above.
· Protocol & Database Familiarity: Hands-on experience with SNMP (v2c/v3 traps, polling, and MIB management) and SQL (database querying, performance metric collection, and monitoring integration).
· Proven ability to work with a variety of customer stakeholders to manage priorities and projects while holding program teams accountable to deliverables.
· Hands-on experience managing contractual deliverables, ticket queues, and ticket quality (ServiceNow familiarity is required).
· Demonstrated expertise handling major incidents and critical situation problem resolutions.
· Proven leadership in technical landscape cutovers and production operational support spanning the entire lifecycle of strategic platforms, portfolios, and enterprise solutions.
· Strong commitment to ensuring internal customer satisfaction by understanding strategic/tactical needs, taking action to close technical gaps, and positively influencing stakeholder perceptions of infrastructure services.
· Proven experience serving as a leader, coach, and mentor in an infrastructure operations environment.
Experience: Must have experience managing SMS development activities and be proficient in applying the SDLC and DevOps principles. Must have knowledge of the current DOT SMS. (Currently Remedy)
Duties: Responsible for the design of the DOT SMS and supporting the Service Management System operations, to include engineers and the SMS development life cycle.
Required Experience & Qualifications
· Education & Experience Limits:
o Bachelor’s degree and fourteen (14) years or more of experience; OR
o Master’s degree and twelve (12) years or more of experience; OR
o PhD / JD and nine (9) years or more of experience.
· Management Experience: At least 8 years of management experience with an emphasis on Infrastructure programs/projects, including mission-critical systems implementation and solution development.
· Executive Interfacing: At least 3 years of experience interfacing with and presenting to high-level executives.
· Scale Management: At least 4 years of proven experience managing an enterprise program delivering Infrastructure Operations Support Services.
· Core Technical Expertise: Hands-on operational experience and architectural oversight of the OpenText Monitoring Suite (SiteScope, OBM, Operations Agents, OPTIC, uCMDB, and their corresponding module integrations).
Additional Skills & Preferred Knowledge
· Knowledge of secondary enterprise monitoring, observability, and APM tools such as Dynatrace, SolarWinds, and AWS CloudWatch is strongly preferred.
· Effective team leadership skills, including risk management, skill development, task prioritization, performance management, and mentoring/coaching cross-functional team members.
· Ability to work independently and manage multiple demands on time within a cross-functional, hybrid operational environment.
· Strong collaboration skills utilizing a solutions-oriented and customer-service-driven approach.
Clearances & Eligibility
· Ability to successfully attain and maintain Public Trust clearance.
