IT Statewide Manager 3 (Incident Support Manager)

About this Job

The Division of Administration/Office of Technology Services has a vacancy. This position is located in Network Communication Services Section. This job title has an assigned pay grade of TS-317. Req. 227788

The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The Office of Technology Services will work to increase the return on the State's investment in technology by promoting smart decision-making, solving problems Intelligently, increasing the rate of project success, and fostering a skilled and professional staff.The

This Senior-Level Technical Manager position leads the Incident Support team, which is responsible for overseeing data and voice incident response across highly complex, multi-agency networks within the Office of Technology Services (OTS) – Network Communications Services (NCS). The primary focus of this position is to ensure the operational reliability and timely restoration of statewide communication services, including WAN, LAN, Wi-Fi, VoIP and legacy Voice systems. The incumbent is accountable for guiding the team that works closely with vendors, the Network Operations Center (NOC), and other units within OTS to identify, troubleshoot, resolve, or escalate network and voice-related incidents and highly complex service disruptions. This role is also responsible for ensuring incidents are addressed efficiently and accurately and that all changes made during troubleshooting are properly documented to maintain up-to-date billing and inventory records. This position is expected to participate in statewide emergency response operations and may serve as a technical authority on network performance, fault management, and service restoration efforts.

The Division of Administration is the state government’s management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following:

• Overseeing the state’s capital construction program
• Working to provide state and federal grants for community development
• Development of the state budget
• Providing technology services
• Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

Minimum Qualifications

Seven years of experience in information technology or administrative services; OR

Six years of full-time work experience in any field plus five years of experience in information technology or administrative services; OR

An associate’s degree in information technology plus five years of experience in information technology or administrative services; OR

A bachelor’s degree plus five years of experience in information technology or administrative services; OR

A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus four years of experience in information technology or administrative services; OR

A master’s degree plus four years of experience in information technology or administrative services.

EXPERIENCE SUBSTITUTION:
Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

NOTE:
A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

Job Specification

The official job specifications for this role, as defined by the State Civil Service, can be found here.

Job Duties and Other Information

Job Duties:

• Manages technical personnel responsible for front-line network and voice service trouble resolution. Assigns priorities and responsibilities of network and voice incident support staff.

• Coordinates staff training and ensures access to required tools and technical resources.

• Leads regular staff meetings to ensure consistent communication of priorities, procedures, and strategic goals.

• Leads troubleshooting and resolution of multifaceted or critical WAN, LAN, Wi-Fi, legacy voice, and VoIP incidents. Coordinates incident response with internal teams, vendors, and the Network Operations Center (NOC).

• Escalates highly complex service impacting incidents to appropriate teams and monitors progress. Ensuring that staff maintain detailed incident documentation and communicate updates to customers timely.

• Performs trend and root cause analyses to identify, explain, and predict complex service interruptions.

• Makes recommendations for process improvements based on incident data. Oversees and evaluates the use of software tools for diagnostics and incident tracking.

• Identifies network anomalies and collaborates with Edge, Core, NOC and vendors to proactively prevent service issues.

• Prepares operational reports for leadership with findings and recommendations for improvement of incident responsiveness, resolution and productivity.

• Contributes to the development and testing of disaster recovery plans and procedures for core and data center infrastructure. Provides operational support for agency Emergency Support Functions (ESFs) to ensure continuity. Coordinates disaster recovery activities with other teams and stakeholders.

• Contributes to the ongoing refinement of internal operational policies such as maintenance standards, change control, deployment practices, documentation workflows, and service quality protocols.

• Leads or participates in the selection of network and voice hardware, software, and services.

• Assists in the development of Invitations to Bid (ITBs) and Requests for Proposals (RFPs) and makes recommendations for purchases based on technical suitability and operational needs. Serves as a LaCarte purchasing card (P-card) holder or approver, with full responsibility for adhering to all relevant procurement policies and procedures.

• Supports line of service rate development and prepares annual budget estimates for equipment, software, and services required to maintain effective operations.

• Conducts independent research on emerging telecommunications and network technologies. Participating in vendor briefings, trainings, and workshops to maintain up-to-date expertise.

• Performs special projects, reporting, studies, and other responsibilities as directed by leadership.

Position-Specific Details:

Appointment Type: This vacancy will be filled by promotion of a current permanent status Office of Technology Services employee. A permanent status employee may be required to serve a new probationary period in lieu of promotion.

Louisiana is a "State as a Model Employer" for People with Disabilities.

How To Apply:

No Civil Service test score is required in order to be considered for this vacancy. Applicants are responsible for checking the status of their application to determine where they are in the recruitment process. Further status message information is located under the Information section of the Current Job Opportunities page.

*Information to support your eligibility for the position must be included in the application (i.e., relevant, detailed experience/education). Resumes will not be accepted in lieu of completed education and experience sections. Applications may be rejected if incomplete.

Prior to a new hire, a background check, including criminal record history, will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions, including promotions, demotions, details, reassignments, and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-Verify system.

For further information about this posting, please contact:
Erica R. Gay
HR Specialist
Division of Administration/Office of Human Resources
Email: Erica.Gay@la.gov