Infrastructure Manager

Infrastructure Manager

Position Summary:

The contractor is responsible for performing a gap analysis on existing tools, extracting data into single dashboard visibility, and drafting up a solicitation document based on his/her assessment that could be used to purchase new tools. Furthermore, the contractor will be asked to develop an event management process.

Responsibilities and Duties Include:

• Direct and define the strategy for the integration and enhancement of the IT operations tools to provide end-to-end visibility into the availability and performance of the top-down IT stack (infrastructure, application and business process)
• Enhance the IT operations tools portfolio, inclusive of the Enterprise monitoring (Tivoli, Solarwinds, and Splunk) and IT Service Management (ServiceNow) platforms and vendor specific solutions (EMC, Oracle OEM, VMware, MS, etc.) to provide a single-pane-of-glass view into the operational health of the Commonwealth IT services.
• Provide guidance on highly valuable Key Performance Indicators (KPI's) and Operational metrics for measuring Commonwealth operations performance and effectiveness.
• Provide a robust reporting capability and develop performance dashboards for Senior and Executive Leadership, Operational Directors and Managers and individual contributors to facilitate data-based decision making.
• Collaborate with the Service Delivery Team Manager to define and publish "Enterprise-class" ITIL processes (Incident, Change, Problem, Asset, Configuration, Event, Availability Management and etc.) that are well supported and facilitated by the operations tools and platforms.
• Enhance the Enterprise Monitoring service to include a "Monitoring-as-a-Service" solution, inclusive of Application Performance Monitoring.
• Provide strong organizational mentoring on current monitoring and ITIL/ITSM best practices throughout the organization.

Contribute to the overall IT Service Delivery/Management strategy and program across the Executive Branch and drives ongoing systemic improvements in monitoring processes.

Qualifications: Include a detailed description of the experience and skills required. Use additional space if needed.

• Bachelor's degree from an accredited college or university in business, information technology, computer science, or other related fields.
• At least five years of experience in a technical or support role
• Demonstrated experience with enterprise monitoring tools
• Demonstrated experience supporting multiple solutions with different users
• Strong operational service management knowledge and skills, and understanding of IT operations processes and end to end IT infrastructure components / architecture.
• Demonstrated knowledge of current IT operations and monitoring platforms and toolsets.
• Solid background and experience in utilizing the ITIL framework effectively.
• ITIL Foundations certified or above preferred.
• Prior state government or public service experience is a significant plus.
• Solid technology, financial and business background.
• Demonstrated ability to consistently achieve both short-term results and long term objectives.
• Excellent communication and mentorship skills.
• Must have a great sense of passion and urgency to drive organizational and cultural change.

Top Three Technical Requirements:

• ITIL Foundations certified or above preferred.
• Demonstrated experience and knowledge of current IT operations and enterprise monitoring platforms and toolsets.
• Strong operational service management knowledge and skills, and understanding of IT operations processes and end to end IT infrastructure components / architecture.

Additional Information:

All your information will be kept confidential according to EEO guidelines.