This position is located in the Federal Communications Commission (FCC),Office of Managing Director (OMD), Office of the Chief Information Officer (OCIO), Technology Delivery Group located in Washington, DC.   RELOCATION EXPENSES WILL NOT BE PAID.   THIS VACANCY ANNOUNCEMENT MAY BE USED TO FILL ADDITIONAL POSITIONS WITHIN 90 DAYS.  

Duties

The Broadband Data Collection IT Operations Delivery Liaison (ODL) will be responsible for ensuring the BDC  infrastructure and its services are up and running meeting predefined Service Level Agreements (SLAs) or establishing SLA’s that do not exist, ensuring daily IT operations and service delivery are properly executed, developing infrastructure and capacity plans to meet business growth, managing infrastructure projects, applying policies / rules and promoting them across the team, managing IT Helpdesk, Deskside Support, Hardware/Software, and Tier 2, 3 and 4 support.  This person will exercise as a guiding consultant advising IT Leadership on the Tier 1 – 3 teams (Tier 1&2 lead, AV Tech, etc.). The ODL will also identify stakeholder needs and oversee the delivery of the services within the context of IT business.  The ODL will develop, enhance, and implement IT Operational delivery foundations by establishing processes, as it relates to Broadband Data Collection (BDC) and FCC’s Bureaus, and providing consistently high levels of customer service in a cost-effective manner.  BDC’s Operations Delivery Liaison will be responsible for establishing a positive relationship with customers, determining ways to reduce the cost without impacting customer satisfaction, and assessing customer feedback to improve and/or refine services to provide continual service improvements.  The ODL will also leverage existing capabilities (e.g., ServiceNow ITSM) and agencies IT tools to create a streamlined and data driven service experience, automate workflow enhancements, improve infrastructure real-time visibility, and increase the overall productivity of BDC and FCC’s IT Support team. Develops recommendations for and participates with other Agency IT Subject Matter Experts in the assessment of emerging technologies for the enhancement of information security; and information assurance enforcement, analysis, and monitoring, as well as off-the shelf technologies that may enhance capabilities of existing BDC applications and systems. Analyzes BDC network and operational requirements. Reviews, analyzes, and articulates the telecommunications (local area network (LAN) and wide area network (WAN) to support production requirements for the Agency. Ensures BDC network topology  and supports fluid of technical Provides BDC end-user connectivity to the Agency telecommunications environment utilizing reallocated or newly procured resources. Configures and Service delivery, support and align technical and business stakeholder to mitigate technical issues. Analyzes network workload and monitors network capacity and performance. Utilizes site visits and remote diagnostic tools to review network traffic patterns and other workload factors. Continuously reviews network metrics to ensure network performance meets required service levels. Creates and monitors network alarms to proactively address interruptions or degradation of service. Allocates and/or reallocates bandwidth to meet changes in network demand. Diagnoses and resolves network problems. Determines the technical solutions to restore service to network users.  Installs, tests, maintains, and upgrades network operating systems software. Evaluates the impact of the upgrades on network functionality and maintainability and determines implementation approach having minimal impact on network users. Develops network backup and recovery procedures and establishes alternate sources of support. Enhances service delivery support and collaboration between technical stakeholders. Monitors and evaluates compliance with IT policies and procedures in the development of information systems. Manages, deploys, maintains, and configures and troubleshoots the FCC enterprise-wide information security systems and components. Collaborates with IT Security in the development and implementation of remediation procedures, reporting and responding to security incidents. Supports and troubleshoots services within the Cloud (AWS, Azure, etc.) and participates and/or in consultation with senior management assesses, evaluates and troubleshoots complex and controversial IT issues/problems and/or  fault isolates failures of computer system hardware, software, and/or communications software and associated devices, modems, controllers, and takes corrective action by replacing deficient device (s), component part (s), correcting software failure, or executing contracts for maintenance service. Displays expertise in use of trouble shooting techniques using diagnostic and test equipment used to fault isolate equipment.

Requirements

• US Citizenship.
• Suitable for employment as determined by a background investigation.
• Serve a probationary period of one year, if applicable.
• Males born after 12/31/59 must be registered with Selective Service.
• Financial disclosure statement may be required upon assuming the position.

Qualifications

Applicants must meet eligibility and qualification requirements by the closing date of this announcement.  Time in grade restrictions do not apply to Direct Hire procedures. GS-12 In order to be deemed as qualified, candidates must have one year of specialized experience which is equivalent to the GS-11 level in the Federal service. Specialized experience is defined as follows: 1) Experience establishing service level agreements (SLA's).2) Experience managing, leading or overseeing IT help desk(s), and providing support such as deskside support, hardware/software support and Tier 2, 3 and 4 support.3) Experience developing IT workflow maps and processes to find and identify and implement efficiencies.4) Experience supporting and troubleshooting services within the Cloud (AWS, Azure, etc.) GS-13 In order to be deemed as qualified, candidates must have one year of specialized experience which is equivalent to the GS-12 level in the Federal service. Specialized experience is defined as follows:1) Experience establishing service level agreements (SLA's).2) Experience managing, leading or overseeing IT help desk(s), and providing support such as deskside support, hardware/software support and Tier 2, 3 and 4 support.3) Experience developing IT workflow maps and processes to find and identify and implement efficiencies.4) Experience supporting and troubleshooting services within the Cloud (AWS, Azure, etc.)5) Experience providing advice on emerging IT information security issues and the impact of emerging issues on the agency or organization. PART-TIME OR UNPAID EXPERIENCE: Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Any/all educational requirements (if applicable) are listed and outlined within the "Qualifications" section.

Contacts

• Address Federal Communications Commission 45 L Street NE Washington, District of Columbia 20554 United States
• Name: Nichole Anderson
• Phone: 202-418-1891
• Email: [email protected]