Infrastructure and Applications Support Manager

Overview

Empower AI is AI for government. Empower AI gives federal agency leaders the tools to elevate the potential of their workforce with a direct path for meaningful transformation. Headquartered in Reston, Va., Empower AI leverages three decades of experience solving complex challenges in Health, Defense, and Civilian missions. Our proven Empower AI Platform provides a practical, sustainable path for clients to achieve transformation that is true to who they are, what they do, how they work, with the resources they have.

The result is a government workforce that is exponentially more creative and productive. For more information, visit ;br>
Empower AI is proud to be recognized as a 2024 Military Friendly Employer by Viqtory, the publisher of G.I. Jobs. This designation reflects the company's commitment to hiring and supporting active-duty and veteran employees.

Responsibilities

Overview:

This effort provides Operations and Maintenance (O&M) of mission-critical IT systems for the Department of State (DOS), Consular Affairs (CA), supporting 10,000 users across 230 overseas posts, 29 domestic passport agencies, and multiple data centers.

The Infrastructure and Applications Support Manager shall be responsible for the operation, maintenance, and performance of enterprise infrastructure and application environments supporting all CA systems and services. This includes systems and application support across domestic data centers, domestic passport centers, visa processing centers, and overseas posts. This role is responsible for the oversight of 24/7/365 EOC and Tier II and Tier III operational support for enterprise infrastructure and applications, including databases, enterprise applications, and network services.

The Infrastructure and Applications Support Manager shall ensure that infrastructure and application environments meet established service levels, availability requirements, and operational performance objectives. This role shall lead geographically distributed technical teams supporting infrastructure operations, system
administration, database administration, network operations, and application support. The role is also responsible for coordinating operational readiness and sustainment of converged infrastructure environments, including server, storage, and cloud-hosted workloads, in coordination with enterprise engineering and architecture functions.

Qualifications

Required qualifications:
a. It is required that the Infrastructure and Application Support Manager has the following
qualifications:

1. Possesses a current ITIL 4 or 5 Foundation certification (or equivalent ITSM
foundation-level certification) at time of proposal submission.
2. At least seven years of experience managing enterprise infrastructure, systems,
database, network, and application operations in a geographically distributed
environment of similar size, scope, and complexity.
3. At least five years of experience with Oracle and MS SQL Server database
administration, support, and performance management in an enterprise environment.
4. At least five years of experience managing enterprise network operations, including
LAN, WAN, Multiprotocol Label Switching (MPLS), and firewall administration.
5. Possesses a current TS clearance.

Desired qualifications:

b. It is desired that the Infrastructure and Application Support Manager has the following
qualifications:
1. At least three years of experience providing operational support for Windows and
Linux enterprise systems in a production environment.
2. At least five years of experience supporting enterprise data center operations,
including server, storage, and network infrastructure (e.g., Cisco, Net App, Dell EMC,
or equivalent technologies).
3. Possesses a current CompTIA Network+ certification at time of proposal submission.
4. At least five years of experience supporting ITSM-based operational environments,
including incident, problem, change, and release management processes.

PHYSICAL REQUIREMENTS:

This position requires the ability to perform the below essential functions:

• May require occasional travel between work centers or to client sites.
• Some after-hours or on-call support may be…