Metering Operations Lead - Energy IP​/GSX

Position: Metering Applications Operations Lead - Energy IP / GSX
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Working at TRC means tackling interesting, meaningful projects. We pride ourselves on our collaborative spirit, entrepreneurial zeal and agile corporate structure. We recognize that the expertise of our staff is our strongest asset, so we generously reward employees for successful performance and invest in their careers through training and the development of new skills and certifications.

Overview

Will consider candidates near other TRC officess ()

MDM MSaaS and AMS Operations Lead

This role will provide operational oversight, support team task management, client support coordination, and serve as a liaison to project implementation teams as part of our growing Application Managed Services portfolio in metering systems.

Roles:

* Operational Oversight:
Manage the day-to-day triage and operations, ensuring service level performance and availability of MDMS managed services engagements.

* Team Coordination:
Coordinate support activities for the AMS and MSaaS teams consisting of support engineers, analysts, and system administrators responsible for maintaining MDMS application services

* Customer Support:
Act as the primary point of contact for escalations and ensure customer satisfaction with MSaaS and AMS delivery, aligned with contracted service levels.

* Vendor Coordination:
Oversee escalations to MDM and other 3rd party vendors to address issues, implement updates, and ensure service-level agreements (SLAs) are met.

Responsibilities

* System Operations and Monitoring:

* Monitor the health, performance, and availability of the MDMS.

* Implement and maintain monitoring tools to detect and resolve issues proactively.

* Ensure uptime and performance meet SLA requirements.

* Incident and Problem Management:

* Manage and resolve incidents, service requests, and escalations related to MDMS managed service operations.

* Perform root cause analysis for recurring issues and implement corrective actions.

* Change and Release Management:

* Oversee the deployment of updates, patches, and minor enhancements

* Coordinate with customers and internal teams to ensure smooth rollouts with minimal disruption.

* Customer and Stakeholder Communication:

* Provide regular updates to customers and stakeholders on system performance, incidents, and planned maintenance.

* Address customer inquiries and ensure timely resolution of issues.

* Generate and deliver operational reports to stakeholders, including SLA adherence and system performance metrics.

* Team Management:

* Train and mentor, the support team to enhance their technical and operational skills.

* Develop and enforce standard operating procedures (SOPs) for system support.

* Performance Optimization:

* Identify opportunities to improve system performance, scalability, and efficiency.

* Collaborate with vendors to implement optimizations and enhancements.

Qualifications

* Bachelor's degree in computer science, Information Technology, Engineering, or a related field.

* 5+ years of experience in MDMS operations, application management, or related roles.

* Experience with Siemens Energy IP / Grids Calex MDMS platforms

* Familiarity with SaaS-based solutions and cloud environments.

Technical

Skills:

* Strong understanding of MDMS architecture, data flows, and integration with AMI (Advanced Metering Infrastructure) systems.

* Proficiency in SQL, database management, and data analysis.

* Experience with system monitoring tools and troubleshooting techniques.

* Knowledge of APIs, web services, and integration frameworks.

* Familiarity with ITIL processes for incident, problem, and change management.

Customer Support

Skills:

* Proven experience in providing technical support to customers or end-users.

* Strong problem-solving and analytical skills to address customer issues effectively.

* Ability to manage and prioritize multiple customer requests and incidents.

Communication and Leadership:

* Excellent verbal and written communication skills for interacting with customers, vendors, and internal teams.

* Leadership experience in managing teams or projects related to MDMS operations.

* Ability to train and mentor junior team members.

Additional Qualifications:

* Knowledge of utility industry standards and regulations (e.g., ANSI C12, IEC standards).

* Experience with cybersecurity practices for SaaS and utility systems.

* Certifications such as ITIL, PMP, or relevant MDMS…