Service delivery lead

Title : Application Service Delivery Lead

Location : Quincy, MA (Hybrid)

Duration : Multi Year Renewable Contract

Hours : 37.5 hours per week

Overview :

Looking for Application Service Delivery Lead who will be responsible for hosting, deployment, securing, monitoring, and managing web, application servers and other dependent software and hardware.

Provide 24x7 support for middleware applications and infrastructure. Be on a monthly On-Call schedule to support Production environment after business hours.

Coordinate deployments across Production and Non-Production environments through predefined process. Work closely with application and business teams, and Vendors.

Help business and application teams to triage and resolve technical issues arising from Middleware, DBA and infrastructure components that impact their application.

DETAILED LIST OF JOB DUTIES AND RESPONSIBILITIES :

• Lead the technical team responsible for :
• Incident management (Infrastructure and Middleware major incidents and incident trending identification)
• Event Management (monitoring and triage based on event triggers)
• Change request fulfillment (Oversight of end-to-end delivery of infrastructure / application change requests)
• Problem Management (identification of root cause and oversight of preventative actions)
• Implementing Data Security Management and Operation models.
• Lead the team functioning as a single point of contact for one or more Service Operations processes for organization; investigates and coordinates resolution and restoration / recovery actions for Incidents assigned to shared service support teams.
• Create, lead and maintain IT Service Management (ITSM) strategy, policy and procedures.
• Provides subject matter expertise for Infrastructure and Middleware Application Services and recommends process changes as required;

manages processes end-to-end so as to ensure optimal performance.

• Engage with agencies, application support teams, business operators and vendors to resolve or escalate incidents.
• Facilitates resource allocation, coordination, dispute and technical resolution management and communications at various levels during services engagements.
• Draft the initial root cause analysis (RCA) and keep management abreast of open action items.
• Publish advance change calendar and share with applications and vendor for application and infrastructure changes respectively.
• Identify and assess strategies to improve processes, services, systems, and analysis.
• Establish metrics to measure applications health, performance, and goals
• Work with Application Project Managers to foster healthy professional relationships; help monitor contract performance and forecast usage.
• Develop opportunities for cross-team effectiveness and remove organizational barriers to strong teamwork, collaboration, and excellent service delivery.
• Establish various security compliance standards including (but not limited to) NIST (National Institute of Standards and Technology), FIPS (Federal Information Processing Standards), FedRAMP (Federal Risk and Authorization Management Program)
• Engage with agency Privacy and Security office teams to exchange Compliance reports and obtain approvals as necessary.
• Setup infrastructure audits and reports with the help of system admins and vendors as necessary.
• Involve with auditors as necessary to provide compliance reports as requested and implement mitigation steps as required.

Required Skills & Knowledge :

• At least 8 years of experience in one or more facets of IT Operations
• At least 4 years of experience supervising and / or leading technical teams.
• At least 2 years of experience analyzing J2EE application / http webserver, network statistics using tools like Wily / CA Introscope, Oracle Enterprise Manager Grid Control, IBM Tivoli Monitoring or Client OpenView.
• At least 2 years' experience with strong IT Service Management (ITSM) knowledge in the areas Incident, Problem and Change / Release management
• Excellent communication, interpersonal relationship skills, organizational, planning and execution skills.
• Experience with handling technical problems and engaging with various levels including technical architects and Leadership to assist in addressing the problems.
• Knowledge of IT infrastructure systems, processes, procedures, and Continuous Service Improvement as related to IT service management.
• Ability to manage multiple competing priorities and flexibility to adjust to changing requirements, schedules, and priorities.
• Experience developing ways of accomplishing goals with little supervision, capable of reaching objectives and determining when escalation of issues is necessary.
• Available on call 24x7, developed staffing forecasts to ensure adequate support coverage in a 24x7x365 environment.
• Ability to maintain professionalism under pressure.

QUALIFICATIONS (Education, Years' Experience, Certificates) :

• Bachelor's degree in information technology, Computer Science, or a related field, or equivalent experience.
• Preferred : Certification in J2EE Application servers and AWS hosting.

Last updated : 2024-04-30