Encantado Technical Solutions is currently seeking a Systems Operations Lead to support an IT program for the Department of Energy at Sandia National Laboratories.

Department Description 

Enterprise Service Monitoring and Management

The primary mission of the Enterprise Service Monitoring and Management is to develop and maintain a big picture, end-to-end view of operational IT services.  Blended IT Service Management tools and best-practice ITIL processes to lead improvements in IT Service Management.  The portfolio includes automated discovery, performance and availability monitoring, enterprise and mission testing, a central tool suite with a service asset repository that supports all ITSM processes, including mature service catalog, request fulfillment, incident management, knowledge management, problem management, change management, service asset and configuration management, enterprise logging, and event management practices. 

Purpose of Job: 

Lead the delivery, deployment and ongoing support functions for the Enterprise Monitoring organization on a customer site; inclusive of the people, process, systems and measures.  Ensure notifications, delivery and deployment services are delivered to customers in a consistent, high quality and professional manner using structured and disciplined practices to ensure stable services are consistent with company initiatives and expectations.  Ensure activities are achieved that meet customer and corporate customer satisfaction objectives as well as internal and external SLAs.   

Primary Roles & Responsibilities 

• Lead a 7x24x365 Systems Operation Center (SOC), charged with safeguarding corporate resources. Ensure around-the-clock of mission critical applications, the System Operations Center provides analysis and notifications to minimize outages. Supervise and coordinate the activities of the SOC team; in order to deliver outstanding quality and service to our customers in compliance with SLA requirements. 
• Lead the SOC Tools Team who is deploying new applications monitoring suite. The new tool can be used to gather E2E metrics from across the entire campus including performance and reliability, as well as data from remote locations. 
• Meet goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for continued service improvement (CSI). 
• Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.    
• Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution.    Oversee documentation of issue, action plan and outcome and distribution within area of responsibility. 
• Monitor work activities & outcomes and proactively identify and remove barriers to meeting customer expectations.  Work with technicians to ensure root cause is identified, action plans are developed and ensure follow-up on customer issue resolution.  Escalate issues as appropriate.   
• Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.   
• Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent and ensure that his/her direct reports are doing the same in their areas of responsibility.   
• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the customer experience within area of responsibility.  Support all company initiatives aimed at performance and quality improvement such as, but not limited to, leading the ITSM incident, service, and change management efforts within and across area of responsibility. 
• Lead team to work collaboratively across the organization to ensure a seamless transition of work activities to meet customer & company objectives. 
• Working with a Project Manager, effectively support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance within area of responsibility. 
• Promote a respectful work environment, develops and retains employees to maintain a qualified, motivated and productive workforce. Use standard HR tools e.g. the appraisal process to provide regular feedback and agree upon tasks and goals with respective employees. 
• Provide timely response to requests for information, reports and other operations data from functional departments. 
• Achieve performance targets established by leadership for applicable Key Performance Indicators.   
• Perform other duties as assigned by management. 

Knowledge, Skills, Abilities 

Accountability – Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind.  Looks beyond the requirements of one’s own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization’s success. 

Customer Focus – Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer.  Considers the impact on the external customer when taking action, setting policies or carrying out one’s own job tasks. Looks for external trends that are likely to shape the wants and needs of customers in the near future. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost. 

Decision Making – Makes good decisions using a combination of analysis, knowledge, experience, and judgment.  Analyzes and distinguishes core problems by looking at the symptoms.  Resolves key issues behind major problems in the short term while developing and executing long term solutions. 

Lead Organizational Change – Facilitates change in the workplace and understands how change affects employees. Effectively lead change within the organization. Facilitates improved communication across the organization. 

Results Focused – Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization’s strategic plan. 

Education/Experience Requirements 

• Associates Degree preferred in Business, Operations Management or related field; or equivalent, relevant experience.  
• 4+ years of demonstrated Management/Leadership experience. 
• Demonstrated customer service skills and communication skills with the ability to create a partnership atmosphere with internal and external resources which achieving objectives.  
• Demonstrated Management/Leadership responsibilities of product and service delivery within technology services or related industries.  
• Proven Leadership experience with ability to motivate and engage employees to achieve or surpass results.   
• Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees. 
• Excellent interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives. 
• Strong experience handling employee issues and making sound judgment decisions in this area. 
• Demonstrated success in compiling, analyzing, and presenting metrics data. 
• Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud-based technology systems. 
• Successful history of managing change and continuous improvement. 

Desired: 

• Experience managing a 7 x 24 x 365 System Operation (SOC), that provides analysis and notifications for mission critical systems and is also charged with safeguarding corporate resources. 
• Experience developing metrics for the affected area(s) of responsibility including analyzing and managing performance, utilizing escalation ad exception paths, implementing processes and systems to report on current performance, and making recommendations for continual service improvement (CSI) 
• Demonstrated success in compiling, analyzing, and presenting metrics data 
• ITIL Certified 
• Existing DoD or DoE security clearance. 

Encantado Technical Solutions (ETS) is an unpopulated Small Business Administration-approved mentor-protégé joint venture between Edgewater Federal Solutions, Inc. and ECS Federal, LLC. ETS is bolstered by second-tier subcontractors Information International Associates (IIA) and Amentum. ETS provides comprehensive enterprise and mission-embedded IT support for the $400 – $700 million Third-Party Telecommunications and Information Technology Support Services contract at Sandia National Laboratories. ETS is currently recruiting for a variety of cleared and uncleared IT positions with on-site and remote opportunities in New Mexico and California. As ETS is unpopulated, employees will work for one of the four companies listed above.  

It has been and continues to be the policy of Encantado Technical Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other status protected by applicable law.