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Commonwealth of Pennsylvania |
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POSITION DESCRIPTION FOR JOB POSTING |
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Position Number: 00227886 |
Description Activated On: 9/19/2024 3:26:41 PM |
Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively. In this supervisory role within the Office of Administration's NUTSO, you will oversee incident management and support for network, security, voice, and compute services. You will ensure that all activities align with the Governor's Policy Office objectives and enterprise policies. This position involves developing strategies for effective incident management and supervising the Enterprise Monitoring Section responsible for continuous status availability of OA/IT services. Your responsibilities include leading efforts to enhance operational efficiency and compliance with public policy and enterprise standards. Additionally, you will be tasked with both short-term and long-term strategic support for incident management and system monitoring. |
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Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor. Lead the incident management process, coordinating the identification, analysis, and resolution of IT incidents. Act as the primary point of contact for escalations during critical incidents, ensuring swift resolution and communication with stakeholders. Develop and maintain incident management procedures, ensuring they are aligned with industry best practices and organizational needs. Collaborate with IT teams to perform root cause analysis of incidents and implement corrective actions to prevent recurrence. Ensure timely and accurate reporting of incidents, including documentation of incident details, resolutions, and lessons learned. Supervise the Enterprise Monitoring Section. This includes the management of monitor tools used for enterprise. Provide real-time system available information on various IT solutions within the Commonwealth. Provides administrative and technical supervision to all technicians supervised. Plans, directs, schedules and evaluates the work of the staff supervised who are involved in the design, installation, operation and maintenance of IT networks. Complies with and develops recommendations for executive public and enterprise policy objectives as it relates to the delivery of Commonwealth IT services. Performs periodic employee performance evaluations in accordance to Human Resources policy requirements. Responsible for managing and maintaining adequate staff coverage for supporting all networks identified as a supported location. This includes evaluating and approving staff leave requests. Identifies areas where technical knowledge is required within the supervised area and develops detailed staff training plans to develop expertise as required. Makes recommendations for annual budget projections for the Bureau of Infrastructure Operations including projected hardware/software needs, upgrade prioritization, cost estimates and justifications. Utilizes the Service Now Change management tool to input request for changes. Directs the development of policies and procedures consistent with Commonwealth standards and direction. Participates in Enterprise change management meetings for enterprise level service configuration and access changes for all supported locations is not impacted. Implements and maintains automated methods to report OA/IT availability to management including regular e-mail status reports and the ability for upper management to initiate “on-demand” IT resource availability checks. Provides on-going data submissions regarding network availability, problem resolution and infrastructure enhancements for use in compilation of the monthly/quarterly customer Service Level Agreement (SLA) reports. Designs agency disaster recovery plans for the network infrastructure and participates in periodic plan updates and testing exercises. Reviews technical manuals and other literature, attends seminars, conferences, and training classes to maintain currency with new information services, products, and information technology developments in network technology. Participates in the performance of subordinate work consistent with operational or organizational requirements. Performs other related duties as assigned, to include those outlined in the CoG Plan when the Plan is activated. Responds to the designated alternate or secondary location when directed in response to a catastrophic incident. This position is expected to adhere to established organizational service management processes and procedures. Supervise a variety of IT personnel. Travel as a required, including overnight status. Perform other related duties as assigned. |
Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature. Decision making responsibilities of this position include, but are not limited to the following: conferring with agencies on their network requirements, evaluating new products and emerging technologies and determining how they can be used effectively within the managed network, ensuring continued compliance with enterprise-wide standards as they are updated over time, and ensuring network connectivity problems are resolved in a timely manner – either through direct involvement or by assigning these problems to subordinate staff for resolution. Management gives assignments as objectives, and the individual must be able to independently resolve the issue or implement a solution without technical guidance. |
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Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License Experience: Licenses, registrations, or certifications: 1. N/A 2. N/A 3. N/A 4. 5. 6. |
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Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.
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