Senior Engineer

Information Technology Arlington, Virginia


Responsibilities and Qualifications:

- Provides engineering leadership, effective and efficient execution of the FDIC email and Collaboration Services.
- Oversees the engineering quality and performance of the Managed Service Provider(s) who deliver email and Collaboration services to the full FDIC enterprise.
- Ensures the seamless delivery of end-to-end IT collaboration services by managed service providers

- Accountable for end-to-end IT service delivery of email and Collaboration services to the business that achieves or exceeds published IT service catalog SLAs for service desk services. Service owner for email and Collaboration services.
- Ensures the quality of email and Collaboration services provided to FDIC from multiple, managed service providers. Applies corrective actions to restore quality when required. Acts as the FDIC escalation point for incidents related to email and Collaboration support services.
- Drives continuous improvement efforts to streamline email and Collaboration service processes.
- Ensures that managed service providers have the necessary FDIC process understanding, tools and support to be successful.
- Ensures resolution of email and Collaboration services incidents and problems.
- Works closely with the ITS Performance & Service Management team to monitor IT service performance metrics to ensure email and Collaboration performance is achieving its SLAs, identifies issues and proactively works to restore normal email and Collaboration operations.
- Works with Business Relationship Managers and ITS Service Level Performance Analysts to conduct periodic service reviews for email and Collaboration services.
- Works with the ITS Strategy and Architecture team to define the strategic roadmap for the evolution of email and Collaboration services over time.
- Works with the Business Relationship and Portfolio Management team to maintain the IT Service Portfolio for Service Desk services and to develop and release new or modified email and Collaboration services to meet business requirements.
- Works with the Vendor and Performance Management team to lead, plan and source competitive procurements for email and Collaboration services that achieve FDIC service and cost objectives.
- Works with the ITS Vendor Performance Management team to monitor Managed Service Provider performance, leads efforts to correct performance issues and ensures that service providers meet contractual Service Level Agreements and other contractual obligations.
- Oversees managed service provider change orders, proposals, and Statements of Work for projects and incremental services, beyond day-to-day support to assure they meet FDIC service delivery objectives and will support achievement of email and Collaboration services published SLAs.
- Oversees Managed Service Providers implementation projects for new or modified IT services to assure project schedules, project costs and project performance objectives are achieved.
- Assists FDIC Director, End User Services with long-term end-user services planning and budgeting. Works closely with managed service providers to maintain sufficient operating capacity across the enterprise.

Aruba ClearPass
Aruba Airwave
Aruba Wireless controllers and AP’s running 8.x version of software
"Wireless Monitoring", develop procedures and process
802.1X authentication
Cisco Meraki experience is a plus
Experience with Juniper switches and Cisco Switches is a plus

Bachelor of Science degree in Computer Science or information systems field required.
7+ years of diverse work experience in IT, focusing on IT Service Delivery.
5 years of experience managing a medium to large customer (~10,000 O365 and SharePoint online accounts).
Strong working knowledge of IT service delivery in the financial sector industry.
Extensive experience with ITIL Information Technology Service Management processes.
Strong understanding of Microsoft O365 Online and SharePoint online operations for large enterprises. Extensive experience in vendor interaction, negotiation and management. Excellent communication skills, analytical ability, strong judgment, and the ability to work effectively with clients, senior management, staff, and vendors.
ITIL Certification preferred – Intermediate level or higher – Credits for Service Operations and Operational Support and Analysis modules are preferred.