Sr. Windows Server Tower Lead (Solution Engineer))--Washington DC

Title: (Sr. Windows Server Tower Lead (Solution Engineer)

Location: Washington, DC (onsite)

Duration: 6 months

Security clearance: Ability to obtain public trust

Job Summary :

The successful candidate will provide oversight and management support for 30 Windows engineers responsible for providing operations and maintenance (O&M) and engineering support for the Common Operating Environment of the . The Server Tower Lead is responsible for providing leadership to the Windows Server Tower staff and for providing Windows engineering thought leadership to the Government. The Windows Server Team is responsible for Windows servers, Active Directory, remote desktop services, OS vulnerability remediation, Windows Server and workstation patching, hypervisor (VMware, HyperV) management, provisioning servers (on-prem, AWS GovCloud, AWS, Azure, Oracle, and Google), design and deploying HA/DR capabilities, and supporting s field site reduction plans / migration to Cloud. This team also supports and manages Keyfactor/CA, MS Entra, KiteWorks, BeyondTrust, Quest Password Manager, Delinea Privilege Manager, Varonis, and multiple technologies.

The successful candidate will provide expertise from responding to OCIO Initiatives and requirements to prevent service degradations and outages and supporting service restoration activities during outages. This position will provide maintenance, implementation, and design services for Windows-based systems across the enterprise. In addition, the position will be responsible for resolving and completing assigned tasks and Change Requests and will act as an escalation for support issues. The candidate will also be responsible for applying new solutions through research and collaboration with team members and will be advising on course of actions for new application initiatives.

Job Description and Duties

• Ideal candidate will cover later shift providing support ending sometime between 5pm and 7pm daily.
• Serve as escalation point for application support and troubleshooting, provides guidance and direction in resolution of escalated issues and/or complex production, application, or system problems.
• Create and maintain system documentation for domain technologies, including installation, configuration, and appropriate troubleshooting steps.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Manage ServiceNow ticket queues and ticket resolution for all Windows Server Tower incident, catalog request, and change request tickets. Monitor assignment group queues for unassigned and aging tickets. Establish standards of practice for ticket documentation and QA tickets for compliance and train Windows Server Tower staff on standards.
• Oversea provisioning, patching, and day-to-day management of the installed server environment including vulnerability remediation.
• Oversea documentation of Windows systems, processes, procedures, etc.
• Facilitate and lead daily change management meetings with team and government staff to review and approve Change Requests using the ServiceNow Dashboard.
• Provide Windows Server Tower inputs presentations and deliverables to the and
• Collaborate with team members to provide inputs to multiple ad hoc and recurring data calls including the monthly Program Management Review (PMR), bi-weekly progress review (BPR), and Application Hosting weekly calls.
• Perform Root Cause Analysis and Problem Management for the Windows systems and tools.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Provide support for new enterprise systems and in support of engineering solutions to address existing issues.
• Create and maintain system documentation for domain technologies, including installation, configuration, and appropriate troubleshooting steps.

Required Education and Experience:

• Demonstrated experience managing multi-discipline server and system operation teams.
• Expert-level experience managing service delivery and solutioning
• Experience managing teams of 30 personnel performing complex engineering, operations, and maintenance support.
• Project Manager, Project Lead, and/or Program Manager experience leading teams of similar size and scope strongly preferred, ideally supporting government clients.
• Must be able to collaborate across other Infrastructure and vendor teams to develop solutions with multi-faceted requirements spanning across technologies, and sometimes multiple task orders.
• Experience leading troubleshooting calls spanning across multiple teams and using multi-discipline approach.
• Must have extensive knowledge of multi-vendor server operating systems.
• Demonstrated experience in a fast tempo ITSM support environment.
• Experience with performing root cause analysis, risk identification, and risk mitigation
• Strong interpersonal skills including the ability to collaborate effectively.
• Demonstrated experience in a fast tempo ITSM support environment.

Preferred skills and qualifications:

• Demonstrated experience in all aspects of enterprise Windows environment operations and maintenance (O&M) and engineering.
• Enterprise Architect experience, particularly in medium to large size government environments
• ServiceNow ITSM platform and experience managing tickets, building dashboards, running queries, and building out workflows
• Experience leading on-premises to cloud migrations to Azure, AWS, OCI, and/or Google Cloud Platform
• Project Management Professional (PMP) Certification
• Certified Scrum Master (CSM), Scaled Agile Framework (SAFe), PMIACP (Agile Certified Practitioner), PSM I (Professional Scrum Master I) or other agile certifications
• ITIL certification(s) and ITSM
• AWS, Azure Cloud, Google solution architect/ enterprise architect certification(s)