Enterprise Monitoring and Event Management Lead

DIGIT is looking for an Enterprise Monitoring and Event Management Lead to manage the EM&EM team. This includes but is not limited to tasking individuals on the team, writing problem reports, coordination with vendors and ensuring we are proactive in monitoring the infrastructure. The EM&EM team supports GSA Infrastructure by providing 24x7 monitoring. The team works with other DIGIT teams, GSA and vendors to resolve a variety of issues. The individual in this role will interact with GSA counterparts on a daily basis and provide reports as needed

Requirements

POSITION RESPONSIBILITIES:

The Enterprise Monitoring and Event Management Lead shall perform the following (to include but not limited to) activities:

• Oversee the Enterprise Monitoring and Event Management team’s central ownership of communications internally and externally to the customer, developing and maintaining processes and delivery formats.
• Lead the current Enterprise Monitoring and Event Management team’s 24x7 operational oversight of all Orchestrate operations.
• Act in authority and accountability to the DIGIT Program Manager for Operational Reporting.
• Lead for accuracy of reporting Operations.
• Lead the current Enterprise Monitoring and Event Management reporting to GSA and DIGIT Key stakeholders.
• Lead the effort of reporting daily morning report to key stakeholders.
• Works in coordination with the Critical Incident Manager and the Orchestrate Leadership to ensure operational aspects for Orchestrate (e.g. status reporting) are properly supported.
• Lead for ensuring accuracy of all NOC Problem records. Presents problem status during schedule Problem Review Meetings.
• Apply industry standards and best practices (e.g., ISO, NIST, IEEE, PMBOK, and ITIL) to achieve specific goals and objectives of the customer.
• Ensure services are delivered and supported according to agreed specification and stakeholders' expectations.
• Ensure NOC is efficiently executed through overall service ticket queue management and oversight, engaging with leads to ensure tickets are updated in an appropriate and timely manner.
• Collaborate with Change Management stakeholders to coordinate and report on service availability impacts.
• Ensure resources are set up for success, maximum engagement, minimum burnout and turnover.
• Performs business relationship management, engaging the customer organization at all levels to develop business and IT partnerships and relationships and to gain a thorough understanding of the customer’s ever changing mission and vision, and to identify customer goals, objectives and requirements:

CONTRACT REQUIRED QUALIFICATIONS:

• Public Trust Clearance by start date.
• ITILv4 Foundation Training and ITILv4 Foundation Certification, may be obtained within 120 days after hire.
• Possesses and applies a comprehensive knowledge across key tasks and high impact assignments.
• Plans and leads major technology assignments.
• Functions as a technical expert across multiple project assignments.
• Have 3+ years experience managing a team of 10+ individuals.
• Plan, initiate, and manage information technology (IT) projects.
• Lead and guide the work of technical staff.
• Proven ability to work independently in a full and/or partial remote environment with limited supervision and may supervise/lead others.
• Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients.
• Maintain standard working hours per the DIGIT contract and to be available for meetings, and other collaborative efforts during working hours.
• Must be willing to work a variety of shifts, including holidays as scheduled.
• Demonstrated ability to apply comprehensive knowledge across key tasks and high impact assignments with the ability to use practical experience and training to determine how to accomplish tasks.

CONTRACT DESIRED QUALIFICATIONS:

• Proficiency in the Google Suite (Gmail, Calendar, Chat, Meet, Docs, Slides, Sheets), Microsoft Office (Word, Excel, PowerPoint, Outlook), Slack, and ServiceNow.
• SAFe Agilist certification
• Scrum Master certification.
• Technical certifications.
• Managed team of 20+.
  

EDUCATION AND EXPERIENCE

• Bachelors Degree (or equivalent) and 8 – 10 years of experience.
• Experience as a remote worker demonstrating time management and self discipline with cultural change management and Agile mindset.
• 4+ years’ of leadership experience of a team larger than 6 indi