Deployment & Release Management Coordinator- OT applications
About The Position
The Real Time Operations Applications Support Specialist establishes a foundational understanding of technologies and processes for developing and supporting Operational Technology (OT) real-time tools and systems. The role coordinates operational support for EMS, SCADA, ADMS, Historian, and related applications supporting transmission and distribution control centers. It coordinates patching, software releases, failover testing, maintenance activities, and lifecycle initiatives for business-critical Real-Time Systems platforms. The position drives operational readiness, manages vendor relationships, coordinates cross-functional support, and tracks incidents, problems, changes, service requests, and enhancements through resolution. It also maintains governance processes, supports ServiceNow ITSM workflows, develops operational procedures and documentation, and reports on platform health, risks, and service performance. Success requires strong organization, stakeholder management, customer focus, adaptability, and a continuous-improvement mindset. The posting covers Specialist SG7 and Senior SG8 levels, with higher educational, skill, or experience requirements for the Senior level. Overtime, on-call assignments, and occasional travel may be required.
Requirements
- For Specialist SG7: a bachelor's degree in a related field; or an associate degree in a related field plus 2 years of relevant experience; or a high school diploma/GED plus 4 years of relevant experience.
- For Senior SG8: a bachelor's degree in a related field plus 2 years of relevant experience; or an associate degree in a related field plus 4 years of relevant experience; or a high school diploma/GED plus 6 years of relevant experience.
- Relevant education and experience fields include IT/OT system administration, IT/OT application support, cybersecurity, and ADMS/DMA/EMS/OMS/SCADA.
- Knowledge of ITSM, release management, and ServiceNow.
- Experience in a Service Owner, Service Delivery Manager, Technical Program Manager, Business Systems Analyst, or similar operational role supporting enterprise applications.
- Demonstrated success managing ServiceNow Incident, Problem, Change, Release, and Request Management processes.
- Experience coordinating production software releases, patch deployments, failover exercises, disaster recovery testing, and platform maintenance.
- Ability to drive issue resolution and accountability across vendors, infrastructure, cybersecurity, business stakeholders, and multiple teams.
- Experience supporting mission-critical or 24/7 operational environments, such as EMS, SCADA, ADMS, OMS, ICCP, Historian, industrial control systems, or critical infrastructure applications.
- Strong vendor management experience, including escalation management, SLA tracking, operational reviews, and delivery oversight.
- Experience developing operational dashboards, KPI reporting, executive status updates, and service health metrics.
- Familiarity with ITIL service management practices and continuous service improvement methodologies.
- Experience leading root cause analysis and driving corrective actions to completion.
- Knowledge of utility operations, electric transmission, distribution systems, NERC CIP, or OT environments.
- Overtime, on-call assignments, and occasional travel may be required.
Nice To Haves
- Professional certifications such as A+, Network+, CCNA, CCNP, Cyber Security+, Security+, or CCSP; these may substitute for a portion of required experience.
Responsibilities
- Coordinate operational support activities across EMS, SCADA, ADMS, Historian, and related Real-Time Systems applications.
- Own the ServiceNow lifecycle for incidents, problems, changes, service requests, and enhancement requests, ensuring timely assignment, prioritization, escalation, and resolution.
- Lead daily issue triage and coordinate application support, infrastructure, cybersecurity, vendor, and business stakeholders.
- Manage vendor support relationships, including ticket tracking, escalations, defect follow-up, SLA monitoring, and resolution accountability.
- Coordinate software releases, hotfix deployments, platform upgrades, and maintenance activities.
- Maintain application release calendars, patch roadmaps, upgrade schedules, and lifecycle management plans.
- Facilitate change management, including implementation planning, risk assessments, stakeholder communications, approvals, and post-implementation reviews.
- Track and report incident trends, problem management activities, vendor performance, release readiness, backlog status, and service health indicators.
- Coordinate root cause analysis after major incidents and track corrective and preventive actions through completion.
- Partner with technical engineering teams to ensure operational readiness for applications, enhancements, upgrades, and infrastructure changes.
- Develop and maintain operational runbooks, support procedures, service documentation, knowledge articles, and platform ownership records.
- Monitor vendor release notifications, end-of-support dates, security advisories, lifecycle events, and technology refresh requirements.
- Facilitate recurring operational review meetings and provide status reporting to leadership, stakeholders, and support teams.
- Coordinate application maintenance windows, outage planning, and implementation schedules to minimize operational risk and business disruption.
- Drive continuous improvement in support processes, service quality, operational efficiency, and platform reliability.
- Participate in major incident response and coordinate communications, tracking, and stakeholder engagement.
Benefits
- AEP offers a comprehensive benefits package intended to support employees' overall well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
