49489: Columbus, OH – IT – DAS – Program Manager 5/PM5

Job Classification: Program Manager 5 -  Management and Operations Lead (M&O Lead)

Interview Process:  All interview MUST be on site. Team will not Skype or conduct phone interviews- Please do not submit candidates that cannot interview on-site. The accepted resource will all need to work M-F on site.

Will Close to Submissions on: 11/2/17 at 10:00 am
General Summary:
The M&O Lead is responsible for managing customer operations and providing technical oversight to a team of SharePoint Admins, Engineers and Developers in support of services provided to Agencies Boards / Commissions regarding the SharePoint Hybrid Farm (both online and on premises). This individual must have strong leadership skills and be able to influence and work effectively with cross-functional teams

Principal duties and responsibilities:

• Acquire an intimate understanding of complex technical environments
• Maintain and improve Customer Satisfaction ratings
• Drive improvements in Change, Incident, and Request Management regarding the Service
• Ensure best practices for Support and Problem Management are adopted and practiced;
• Identify opportunities for process improvement to address operational inefficiencies using metrics and reporting
• Act as the client and DAS / OIT support advocate
• Lead operational staff to meet defined SLAs and SLOs
• Set priorities and drive engineering teams to deliver projects within defined timelines
Key Qualifications/Requirements:

• Previous hands on expert level experience with one or more of the following technologies and strong conceptual understanding of the remaining technologies:
• Microsoft SharePoint 2013 / 2016
• Microsoft SharePoint Online
• Microsoft Office 365 ecosystem
• Conceptual Understanding
• General Troubleshooting OS, networking, and application based issues
• Understanding NTLM, Kerberos, Claims-based, ADFS, SSL, etc.
• Active Directory, Active Directory Federation Services (ADFS), SAML, claims, web Single Sign-on (SSO), OAuth and related authentication technologies
• Transport Layer Security / Secure Socket Layer principles and management
• Effective Time and Project Management skills
• Ability to effectively command control during crisis situations and Severity 1 Incidents
• Strong troubleshooting and investigative skills
• Outstanding communication and collaboration skills
• Solid understanding of metrics reporting to perform trend analysis on KPIs
• Strong presentation skills with demonstrated ability to provide customer interaction
• Experience with managing resources of various technical backgrounds
• 5+ Years of experience in a customer-facing role representing a suite of technologies
• Understanding of Payment Card Industry (PCI) compliant environments
Education or Equivalent Experience:

• Bachelors’ Degree in Computer Science with 6-8 years’ IT experience or 10+years’ experience in the technology arena.
• Understanding of PMP principles and practices
• ITIL Foundations certified

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