Enterprise Operations Center Manager (EOM)

Overview Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform® provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have. The result is a government workforce that is exponentially more creative and productive. Responsibilities Overview: This effort provides Operations and Maintenance (O&M) of mission‑critical IT systems for the Department of State, Consular Affairs (CA), supporting 10,000 users across 230 overseas posts, 29 domestic passport agencies, and multiple data centers. The Enterprise Operations Center (EOC) Manager (EOM) shall be responsible for managing the CA enterprise operations center including overseeing an operations team (est. 15 technicians) responsible for coordinating and tracking all Tier II incidents. Responsibilities: Responsible for the day‑to‑day operations in the CA EOC. Responsible for the training, staffing, and operational efficiency of the EOC support team. Collaborate with Engineers and Product Managers to implement functionality. Ability to meet deadlines and satisfy requirements from other Engineers and Project Management. Responsible for managing a complex, 24x7x365 enterprise operations center including overseeing an operations team responsible for coordinating and tracking all Tier II incidents (across the enterprise) through resolution. Proficient in designing, installing, configuring, maintaining, and operating tools (such as Oracle Enterprise Manager (OEM) Splunk, Solar Winds, VRealize, and Zabbix) to monitor and proactively manage a global IT environment. Provide monitoring solutions that reduce time, effort, and cost involved with managing and monitoring applications to assess the availability, performance, and capacity for the overall health of the environment. Responsible for the administrative/operational leadership of the EOC support within the program guidelines set by the Program Manager and customer. Monitors project to ensure work scope, schedule, and budget are well defined and maintained. Provides the coordination between resource managers/supervisors and ensures all necessary reviews and approvals are received. May conduct performance/project analyses during phase‑down to benefit future/other projects/missions/programs. Communicate effectively and efficiently across all CA stakeholders including with the business, technical teams, and leaders. Take technical ownership of tasks and successfully work independently. Performs related duties as assigned. Qualifications Required: BA/BS in information technology or related discipline or equivalent experience. Possesses an ITIL Intermediate Level Certification (or higher). Possesses a Secret clearance. A minimum of 5-10 years of experience managing an enterprise operations center and managing/leading enterprise operations center staff with skills applicable to a project environment similar in size, scope and complexity as this TO. A minimum of five (5) years demonstrated experience triaging and prioritizing critical incidents to directly align with mission objectives. Preferred: Possesses a CompTIA Security+ certification. Work Environment: May require occasional travel between work centers or to client sites. Some after‑hours or on‑call support may be necessary. On‑site work in a secure government or contractor facility. Must be able to work in a high‑security environment and comply with all relevant security protocols. Standing for long periods. Ambulate throughout an office. Ambulate between several buildings. Stoop, kneel, crouch, or crawl as required. Repeatedly lift and carry weight up to 30 pounds. Travel by land or air transportation 5 %. About Empower AI All hiring and promotion decisions at Empower AI are based on merit to bring the best talent available to contribute to our firm’s overall success. It is the policy of Empower AI not to discriminate against any applicant for employment, or employee because of age, color, sex, disability, national origin, race, religion, or veteran status. Empower AI is a VEVRAA Federal Contractor. #J-18808-Ljbffr