Requirements

• Responsible for the delivery of secure and highly available IT infrastructure to a Federal Civilian agency with over 20,000 on-site and remote employees in over 800 locations 24/7/365 with over 17,000 laptops/desktops; 11,000 mobile devices; 2,000 physical/virtual/cloud servers, and 4,000 network nodes; resolving over 200,000 customer incidents and requests annually.
• Provide complete engineering, operation/maintenance and cyber security patching for compute and store (cloud/virtualized/premises); networking (LAN/WAN/VPN/transport interface) unified communications, identity management, laptop/desktop and mobility management; comprehensive hardware, software and OS (configuration, change and end of life/end of service management).
• Defines new ways of developing product and packaging solutions for internal and external customers to help the organization become more effective and putting customers at the center of IT infrastructure development and service delivery improving, optimizing, standardizing and streamlining processes such as Agile, DevSecOps and AIOps.
• Implements the requisite SLAs/XLAs and KPIs required to measure and continually improve service delivery and the customer experience.

Qualifications

Required Skills:

• Bachelor s degree or equivalent experience in a related field.
• A proven track record in managing remote and geographically dispersed operations of similar size and scale, as described above.
• A certified ITIL Specialist High-Velocity IT.
• Experience in IT Service Management; IT Operations Management; Demand Management and Performance Analytics reporting leveraging the ServiceNow Platform.

Desired Skills:

• Master s degree or equivalent experience in a related field.
• Active Project Management Institute Agile Certified Practitioner (PMI-ACP) certification.
• A professional-level cloud certification in one or more of the following cloud service providers: Google Cloud Platform (Google Cloud Platform), Amazon Web Services (AWS), or MS Azure.