This position is located in the Department of Technology Services (DTS), Enterprise Operations Center (EOC). The incumbent of this position will serve as the Chief of the Enterprise Operations Center. The work of this position is highly visible and has a broad reaching impact.

Duties

The Department of Technology Services (DTS) provides a wide range of enterprise-class systems, infrastructure, and data services supporting the operations of the courts. The DTS operational portfolio includes, but is not limited to, operating the judiciary's primary data centers and its wide-area network (including related services such as managed firewalls, video teleconferencing, and voice over IP telephony); providing cloud hosting; performing independent product testing; maintaining an enterprise support desk; and managing the Administrative Office of the US Courts' local area network, among other mission critical supporting services and technologies. The incumbent serves as the Chief, Enterprise Operations Center (EOC) within the Department of Technology Services (DTS) under the direction of the Chief Operating Officer. The incumbent is responsible for providing direction and oversight to a team of professionals performing day to day operations of the Judiciary's infrastructure. The incumbent is responsible for directing and managing these operational activities of DTS in accordance with judiciary policies as well as goals and objectives established by the Chief Information Officer/Associate Director of DTS to achieve results. The incumbent is also responsible for providing leadership, supervision, and direction to IT professional staff involved in the Office's operations across two AO locations at Washington, DC and San Antonio, TX. Primary duties include, but are not limited to, the following: Leading teams of federal and contract staff to monitor the Judiciary's IT environment, triage events and incidents, coordinating resolution activities for service disruptions, communicating ongoing status of resolution activities, and escalating or elevating as required. Assessing the processes within the service disruption reporting, incident coordination/management and problem management processes and identify improvement opportunities to drive cycle time reduction in incident impacting court operations. Maintaining metrics and knowledge related to the health of the IT environment and presenting this material to AO executive leadership and other judiciary stakeholders at least monthly or as needed. Ensuring that EOC services are aligned and supporting AO critical initiatives, ensuring full effective monitoring and incident response for any issues with potential impact. Establishing and maintaining alignment with the Security Operations Center including both cyber intelligence for use in triage as well as aligned event/incident response. Overseeing continuous service improvement of system event response, triage, incident management, and problem management. Ensuring proactive provisioning and operational maintenance for infrastructure and operational services and equipment within the collective enterprise and solutions architecture.

Requirements

Qualifications

Applicants must have demonstrated experience which shows competence in the qualifications as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which includes interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Specialized Experience: Applicants must have at least one year of specialized experience (preferable ten or more years) equivalent to the GS-15/JSP-15/CL 31 level which is in or directly related to the line of work of this position. Specialized experience for this position is defined as a mastery level of program management, strategic planning, and customer-focused service execution along with impeccable written and verbal communication skills. Additional Assessment: Applicants who meet the specialized experience requirements also will be assessed on the following Mandatory Technical Qualifications (MTQs) and Executive Core Qualifications (ECQs). Mandatory Technical Qualifications: The MTQs listed below should be evident in your resume. A supplemental narrative must be uploaded and attached to your application addressing each MTQ listed below. Experience and expert knowledge of enterprise-wide IT operations support that includes but is not limited to service desk, data networks (local and wide area networks), security, voice, video, datacenter, and applications. Ability to establish, document, and refine standard operating procedures to ensure problems are identified, controlled, researched, and escalated as appropriate for resolution. Expertise in commercial IT service management and monitoring tools to perform infrastructure monitoring and track all incidents from initial identification to final disposition/closure. Ability to coordinate a multi- vendor, geographically distributed team providing 24x7 multi-shift operations support including the supervision of operations within the EOC. Executive Core Qualifications (ECQs): Applicants currently serving in an AOES position or under a career Senior Executive Service (SES) appointment, eligible for reinstatement into SES, or have successfully completed a SES Candidate Development Program (CDP) approved by OPM are not required to submit a narrative response for the Executive Core Qualifications (ECQ). A narrative response as part of the application package for each of the following ECQs is MANDATORY for all other applicants. Leading Change: This core qualification involves the ability to bring about strategic change, both within and outside the organization, to meet organizational goals. Inherent to this ECQ is the ability to establish an organizational vision and to implement it in a continuously changing environment. Leadership Competencies: Creativity & Innovation, External Awareness, Flexibility, Resilience, Strategic Thinking, Vision. Leading People: This core qualification involves the ability to lead people toward meeting the organization's vision, mission, and goals. Inherent to this ECQ is the ability to provide an inclusive workplace that fosters the development of others, facilitates cooperation and teamwork, and supports constructive resolution of conflicts. Leadership Competencies: Conflict Management, Leveraging Diversity, Developing Others, Team Building. Results Driven: This core qualification involves the ability to meet organizational goals and customer expectations. Inherent to this ECQ is the ability to make decisions that produce high-quality results by applying technical knowledge, analyzing problems, and calculating risks. Leadership Competencies: Accountability, Customer Service, Decisiveness, Entrepreneurship, Problem Solving, Technical Credibility. Business Acumen: This core qualification involves the ability to manage human, financial, and information resources strategically. Leadership Competencies: Financial Management, Human Capital Management, Technology Management. Building Coalitions / Communication: This core qualification involves the ability to build coalitions internally and with other Federal agencies, State and local governments, nonprofit and private sector organizations, foreign governments, or international organizations to achieve common goals. Leadership Competencies: Partnering, Political Savvy, Influencing/Negotiating. Desireed, but Not Required: Applicants with the following are highly desired: Knowledge of ITIL v4 is required, ITIL v4 certifications are desired. Knowledge of the Cybersecurity Framework is required, a Certified Information Security Manager (CISM) certification is desired. Knowledge of project management, a Project Management Professional (PMP) certification is desired.

Contacts

• Address Department of Technology Services One Columbus Circle, NE Washington, DC 20544 US
• Name: Kymberli Camber
• Phone: (210) 301-6303
• Email: [email protected]