Network Operations Services Manager

TX-HHSC-DSHS-DFPS•Austin, TX

1d•$7,015 - $11,835•Onsite

About The Position

The Network Operations Services Manager (Manager VI) reports to the Director of Network Services and performs highly advanced (senior-level) managerial work for HHS (Health and Human Services) Network Operations Services. The Manager supervises a team of specialized highly technical employees and also has oversight of our outsourced vendor who manages the complex technical infrastructure and critical day-to-day operations for statewide perimeter network which includes support of firewall systems, VPN support, IDS (Intrusion Detection Systems)/IPS (Intrusion Prevention Systems), capacity planning, and web filtering for over 62,000 employees in over 350 statewide offices. The Manager is responsible for defining strategic goals and objectives while establishing the policies, procedures, and guidelines necessary to achieve them. This role involves managing schedules, setting performance standards, and overseeing the operations of Network Operations Services. Additionally, the Manager develops and assesses purchase requests and tracks expenditures. Operating with significant autonomy, the Manager is expected to exercise strong initiative and independent judgment under minimal supervision. Manager will also oversee implementation of Network Operations Services strategy, manage daily operational services, and ensure SLA’s are met internally and externally by outsourced vendor managed company. Plan, design, implement, and provide ongoing support for highly complex network perimeter solutions (i.e., Palo Alto, Cisco, F5, Infoblox) to fulfill agency’s compliance for data protection and integrity. Coordinates with other agencies and vendors to ensure that HHSC’s network traffic is secure for authorized user access. Build and maintain relationships with all partners as well as provide a high level of technical consultancy to internal customer/business units. Performs management activities to plan, organize, prioritize, direct, control, and evaluate technology and services in support of agency and statewide telephony infrastructure and services. Works in partnership with agency programs on road map of network services needs and modernization efforts. Minimize client productivity loss caused by network outages and provides necessary infrastructure for clients to meet their needs. Develops, documents; and oversees policies and procedures, project reporting, and incident management to ensure timely and predictable delivery of services. Analyzes performance and provides recommendations to implement solutions to increase effectiveness of organization and technology solutions. Oversee the development of plans, organizational models, and execution of new technologies for Network Operation Services supporting multiple agencies. Also, assist the Director of Network Services in the development of plans, and executing new technologies and services within the HHSC Network Operations Services environment supporting multiple agencies. Ensures compliance with appropriate Federal, State of Texas, and agency laws, rules, regulations, policies, procedures, and Texas procurement regulations. Leads and participates in various information technology projects designed to ensure network operations services disaster recovery and security processes are compliant with agency, State of Texas, and Federal requirements. Oversee and participates in objective evaluations, integration, and deployment of network software, hardware, and vendor solutions. Coordinates network services delivery with vendors. Maintains, upgrades, and provides solutions to complex hardware and software problems; and alerts senior level management and other IT (Information Technology) organizations when sensitive issues arise or a major problem is encountered. Leads and oversees a specialized highly technical team responsible for Network Operations Services Infrastructure. Mentors staff in their assigned duties to achieve the highest standard of excellence in the department. Selected candidate must work onsite from an HHS office located in Austin, Texas designated by the hiring manager.

Requirements

Minimum of four (4) years of full-time experience in a manager or team lead capacity is required.
Minimum of two (2) years of experience in network systems design, implementation, and managing operations for a large complex 24/7 network environment is required.
Knowledge and familiarity with common LAN/WAN components (e.g., routers, switches, firewalls) and interconnections (i.e., WAN circuits of various technologies and capacities, including T1, DS3, metropolitan fiber, etc.), and networking protocols within the TCP/IP suite.
Knowledge and relevant experience with managing and/or coordinating efforts related to an Enterprise program or service.
Knowledge of providing oversight of outsourced agreements.
Skilled in managing large, complex technical projects.
Skilled in providing exceptional customer service in politically charged environments.
Skilled in oral and written communication skills to share findings in an understandable and actionable manner, demonstrated with internal groups, partners, and customers.
Skilled at turning ambiguous problems into clear information.
Skilled at working with LAN/WAN design, implementation, and support in accordance with established Change Management procedures and in compliance with SLA's.
Skilled at establishing root cause of issues by engaging other internal/external entities.
Ability to communicate effectively, in multiple formats, with all levels of agency personnel, and excellent interpersonal documentation skills are a priority.
Ability to work in a highly collaborative environment.
Ability to build effective teams.
Ability to adapt in a fast-paced environment and handle multiple competing priorities.
Ability to develop technical solutions for resolving complex information technology network management needs or problems.
Skilled at working with LAN/WAN design, implementation, and support in accordance with established Change Management procedures and in compliance with SLA's.

Nice To Haves

Preferred Network Systems certification or equivalent.
Certified Texas Contract Manager Certification (CTCM) must be obtained within 6 months after hire.

Responsibilities

Supervises HHS Network Teams including providing direction and guidance in strategic operations and planning, directing the daily tasks and activities of staff, communicating job requirements to employees and evaluating their performance after developing and building staff expertise through technical guidance, performance reviews, mentoring, succession planning, and application of other leadership principles.
The position will have the authority to hire, fire, discipline according to HHSC policies, and approve leave for the Network Operations team staff.
The position will also serve as the backup for the Director of Network during their absence.
Manages and supports critical infrastructure systems including network backbone (Layer 2 routing switches), Wide Area Network (MPLS), Ethernet LAN, and network security (Firewall, IPS, VPN, ESA and WSA).
Ensure that all software levels on network devices with HHSC environment are within compliant guidelines.
The position will also be responsible for managing and assisting with negotiation of all network related (hardware/software) maintenance contracts.
The position will also have oversight and responsibility of our managed service provider ensuring that they are adhering to their contractual requirements in meeting or exceeding all of their service level agreements from an operations support standpoint.
Coordinates with internal and external stakeholders to install and support network hardware and software.
Defines technical and operational requirements to ensure the effective deployment and maintenance of network architecture.
Assist staff with the creation of all change requests needed to improve network environment or resolve critical network issues.
This position will be responsible for the technical growth and development of their staff by creating a training curriculum with the assistance of our external vendors.
Analyzes existing procedures for efficiency and effectiveness.
Develops recommendations for network systems, analyzes support statistics, and implements appropriate measures.
Oversees the evaluation of various hardware and software resources to identify strengths, weaknesses and potential benefits to the agency.
Develops recommendations for efficiency and potential areas of Network service optimization.
Determines and directs the administration of Network Architecture software and hardware in accordance with industry best practice security standards and configuration management methodologies.
Documents network operational materials and manuals to be used by personnel.
Ensure that all requested changes are submitted to the Change Review Board in a timely manner.
Review all expenditures that are submitted by staff, validate funds are available, and review network operations budget monthly with Director and Budget Analysis.
Assesses future requirements for equipment and capacity in support of long-range comprehensive local area network and/or wide area network plans.
Provide technical expertise and guidance when developing 3-5 year strategic network road map for all network enhancements for HHSC.
Develop network capacity and performance reports that are reviewed weekly with staff and monthly with director to ensure network operations are meeting all Service Level Agreements for the end user’s at HHSC.
Performs other related work as assigned.