Enterprise Operations Center Manager (EOM)

Empower AI•Washington, DC

1d•Onsite

About The Position

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. For more information, visit www.Empower.ai . Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company’s commitment to hiring and supporting active-duty and veteran employees. 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.

Requirements

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.

Nice To Haves

Possesses a CompTIA Security+ certification

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