Job Description
Roles/Responsibilities
The contractor shall provide leadership and operational management across the following functional domains:
Enterprise Cloud Services; Network, Voice & Telecommunications; IT Service Desk & End-User Support; Infrastructure & Operations; Cyberscurity Partnership & Compliance; Vendor & Contract Management; and IT Services Management & Governance. The scope encompasses both ongoing operational responsibilities and active modernization initiatives.
- Enterprise Cloud Services
- Provide strategic and operational leadership for DOM's enterprise cloud environment, including
- infrastructure provisioning, platform services, identity integration, monitoring, and capacity management.
- Oversee cloud migration activities, including coordination with cloud professional services teams, managed migration vendors, and DOM internal teams.
- Establish and enforce governance for cloud adoption, architecture standards, cost management, security compliance, and operational procedures.
- Manage cloud account provisioning, vendor onboarding to cloud environments, and service ticket workflows for cloud service requests.
- Develop strategies for disaster recovery, high availability, and technology resiliency within cloud environments.
- Monitor cloud consumption, performance, and costs; identify and implement optimization opportunities.
- Provide strategic and operational leadership for DOM's enterprise cloud environment, including
- infrastructure provisioning, platform services, identity integration, monitoring, and capacity management.
- Network, Voice & Telecommunications
- Direct enterprise network and telecommunications operations supporting statewide Medicaid business
- functions, including LAN/WAN, wireless, Internet connectivity, remote access, and unified communications.
- Oversee load balancing and DNS provisioning for application environments.
- Coordinate with telecommunications carriers, managed service providers, and technology vendors to ensure service-level requirements are met.
- Lead modernization of network infrastructure to support cloud services, mobility, and evolving security requirements.
- Manage network access restoration and firewall rule change requests through ITS coordination.
- IT Service Desk & End-User Support
- Lead the enterprise IT service desk and end-user support organization, including client support technicians and supervisory staff.
- Establish and monitor service desk KPIs: first-contact resolution, response times, resolution times, backlog management, and customer satisfaction.
- Oversee incident escalation, major incident management, and post-incident review processes.
- Manage ITS Service Center ticket workflows for DOM, including cloud and hosted application service categories.
- Develop self-service capabilities, knowledge management, and automation to improve employee technology experience.
- Infrastructure & Operations
- Provide leadership for enterprise infrastructure operations, including compute, storage, virtualization, operating systems, backup, monitoring, and related platforms.
- Ensure critical infrastructure is monitored and maintained to established availability and performance standards.
- Lead infrastructure modernization and technology lifecycle management, including hardware refresh strategies and capacity planning.
- Establish effective backup, recovery, redundancy, and disaster recovery capabilities.
- Manage assessment artifact collection and compliance documentation for infrastructure domains.
- Cybersecurity Partnership & Compliance
- Partner with the CIO/CTO and cybersecurity teams to ensure infrastructure and services meet state and federal security requirements.
- Ensure IT operations comply with HIPAA, CMS, and Mississippi ITS security policies.
- Support implementation of security controls across cloud, network, infrastructure, and endpoint environments.
- Participate in risk assessments, audits, compliance reviews, vulnerability remediation, and security initiatives.
- Coordinate with the Cloud Center of Excellence (CCOE) and ITS on shared security documentation and architecture standards.
- Vendor & Contract Management
- Provide executive oversight of technology vendors, managed service providers, and cloud partners.
- Lead vendor coordination for active contracts and procurement activities, including SOW development,
- brand specification forms, and contract negotiations.
- Monitor vendor performance, deliverables, financial commitments, and contractual compliance.
- Manage vendor escalations and remediation of significant service issues.
- Support IT procurement processes, including solicitation review, proposal evaluation, and vendor selection.
- IT Service Management & Governance
- Establish operational governance processes for incident, problem, change, configuration, request, and
- service-level management.
- Develop and maintain an enterprise service catalog defining technology services, ownership, service
- levels, and support models.
- Develop dashboards and executive-level reporting that communicate IT service health, risks,
- performance trends, and improvement initiatives.
- Lead Standard Operating Procedure (SOP) development and maintenance for ITIM domains.
- Facilitate weekly status reporting and leadership coordination meetings.
The contractor shall perform the following duties on an ongoing basis:
- Manage daily IT infrastructure operations, ensuring availability and performance of all enterprise systems and services.
- Triage, assign, and track service tickets submitted for DOM cloud, hosting, and network services.
- Coordinate with network and systems administration teams on DNS changes, firewall rules, account provisioning, and access management.
- Lead incident response for major technology outages and service disruptions, including root cause analysis and corrective action.
- Manage vendor relationships through regular status calls, performance reviews, and escalation management.
- Review and contribute to Statements of Work, procurement documents, and contract renewals.
- Conduct interviews and manage hiring processes for infrastructure and client support positions.
- Develop and update Standard Operating Procedures (SOPs) for all ITIM service areas.
- Prepare and deliver weekly status reports to IT leadership.
- Manage bi-annual assessment artifact collection and compliance documentation.
Mandatory Skills:
- Experience with progressive information technology, including significant experience managing enterprise IT operations and infrastructure. - 10+ Years
- Experience in leadership or management, including direct supervision of technical teams, managers, engineers, and support personnel. - 8+ Years
- Demonstrated experience managing enterprise cloud environments, with specific experience in Amazon Web Services (AWS) including EC2, S3, IAM, VPC, CloudWatch, and Landing Zone architectures. - 2 Years
- Strong understanding of enterprise networking, including LAN/WAN, DNS, load balancing, wireless infrastructure, and telecommunications - 2 Years
- Experience with enterprise monitoring and observability platforms. 2 Years
- Experience managing IT service desk operations, including service-level management, incident management, and customer satisfaction measurement. -2 Years
- Experience with IT vendor management, contract oversight, SOW development, and procurement support - 2 Years
- Experience managing data protection and backup solutions. - 2 Years
- Strong understanding of cybersecurity principles, compliance frameworks, and IT governance in a regulated environment. - 2 Years
- Excellent written and verbal communication skills, including the ability to translate technical issues into business-level communications for executive audiences - 2 Years
- Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field; or equivalent work experience - Bachelors or Higher
Desirable Skills:
- Experience working in state or federal government IT environments, preferably within a Medicaid, healthcare, or human services agency.
- Experience with CMS interoperability mandates, including FHIR APIs and federal healthcare data exchange standard
- AWS certifications: Solutions Architect, SysOps Administrator, or Cloud Practitioner.
- ITIL v4 Foundation or higher certification.
- Experience with identity and access management platforms.
- Experience with NoSQL databases and healthcare integration engines.
- Experience with infrastructure-as-code, CI/CD pipelines, and DevOps practice.
- Experience managing technology migrations from on-premises data centers to cloud environments
- Project Management Professional (PMP) or similar certification.
- Master's degree in a technology or management discipline.
- Experience with HIPAA Security Rule compliance and CMS ARC-AMPE security requirements
Job Tags
Contract work, For contractors, Work experience placement, Remote work