This position will provide technical leadership and operations management to include monitoring, escalation, and Tier I problem resolution for server operations.
This role will be responsible for managing a team of technical subject matter experts responsible for virtual and physical systems.
Facilitate outage-based and other troubleshooting-related calls that often include customer leadership (federal counterparts), external stakeholders from engineering and vendors. Lead the calls by actively engaging all participants through troubleshooting best practices.
Provide monitoring of cyber infrastructure (systems include, but are not limited to, network, security, servers, storage, applications, and hosting facilities). Example of specific tools and technologies this position will be accountable for: Splunk, BigFix, ForeScout.
Provide first level response and resolution services to any reported or identified issues or outages.
Provide escalation to appropriate engineering team or teams for any reported or identified issues or outages that cannot be resolved by either the server team specifically, or other members of the operational team. This role must work cross functionally with all of the managers from infrastructure, M-365 to include email and platform, deskside, service desk, and other subject matter experts embedded within the program.
Ensure that all systems and tools are up to date, accurate, and functioning properly, through regular audits and coordination with associated engineering teams; e.g. CPU usage, memory, etc.
Working knowledge of Service Now, ticket routing and queue management
Serve as an escalation point for our service desk on all server-related requests or incidents. Work collaboratively with other managers by providing help, guidance and support should they need or request it.
Serve as an afterhours contact point for designated VIP customers, responsible for facilitating customer contact with appropriate customer service on-call personnel.
Working knowledge of maintaining or exceeding sever-related SLAs
Manage equipment storage spaces, including space allocations, inventory tracking, policy compliance, and shipping and receiving of equipment.
Manage the day-to-day operations of Data Center Infrastructure Management (DCIM) tool, including data entry, data validation, system configuration changes, system upgrades, and system troubleshooting.
- Crowdstike (recently replaced (Symantec and Malware bytes)
- Cisco Systems, Nexus
- Cohesity storage
- Azure storage
- Microsoft Windows
- Virtual desktop infrastructure (VDI)
- IBM BigFix
Experience designing and implementing cross-domain solutions, escpecially as related to cloud-based MS 365 products
Development, implementation and/or management of privileged access management programs
Expert knowledge of access control mechanisms for various hardware and software platforms, including network devices, SANs, operating systems, hypervisors, databases and applications
Expert knowledge of security information and event management (SIEM) systems, cyber security auditing, continuous monitoring and analysis
Understanding of DoD PKI
Knowledge of Federal and DoD Guidance (DoDD 8500.1, DoDI 8500.2), DITSCAP, DIACAP, NIACAP, NIST, and DoD Certification & Accreditation processes.
REQUIRED QUALIFICATIONS & EXPERIENCE:
Bachelors degree and Thirteen (13) years or more of relevant experience, Masters and Eleven (11) years or more of relevant experience. May consider an additional 4 years of experience in lieu of a degree.
Minimum of 10 years of directly relevant experience in information systems design, implementation, operations, and cybersecurity
Minimum of 5 years of directly relevant experience in technical project management (cost/schedule/performance)
Public Trust L5 Security Clearable
Must be a U.S. Citizen
DESIRED QUALIFICATIONS & EXPERIENCE:
ISC2 Certified Information Systems Security Professional (CISSP)
VMware Certified Professional (VCP), VMware Certified Advanced Professional (VCAP)
Cisco Certified Network Associate (CCNA)/Cisco Certified Network Professional (CCNP)
Microsoft Certified IT Professional (MCITP)/Microsoft Certified Systems Engineer (MCSE)
Experience with or knowledge of HHS EPLC