Job Description

About EOTSS:

The Executive Office of Technology Services and Security (EOTSS) is the lead enterprise technology organization for the Commonwealth of Massachusetts. Charged with driving the ongoing alignment of business and technology across the Commonwealth’s Executive Branch, EOTSS oversees and manages the enterprise technology, digital infrastructure and services, as well as the Commonwealth Security Operations Center and an enterprise Standard Operating Environment that includes an information security and risk management framework for over 125 state agencies and over 43,000 state employees. We directly serve our constituents by providing digital services and tools that enable taxpayers, drivers, businesses, visitors, families and other citizens to do business with the Commonwealth in a way that makes every interaction with government easier, faster, and more secure.

Our Mission: We provide technology leadership across the Commonwealth to enhance the quality of public service and foster positive community outcomes.

About this Role:

EOTSS is seeking to hire a highly motivated individual to join the EOTSS Network Engineering Team as the Manager of Network Engineering . This incumbent will be responsible for leading small to medium-sized teams consisting of internal professionals, as well as various external service providers related to connectivity for the Commonwealth. This individual will provide oversight and management of various projects and initiatives. The Manager of Network Engineering is responsible for contributing to the design aspects of network infrastructure and connectivity including, but not limited to internet, intranet, extranet, Cloud, data center and WAN environments. This incumbent will provide guidance and training to staff, as well as participate in long-term technical strategy planning and budget planning with senior leaders. This individual will be responsible for the continuous improvement of the underlying network services to ensure operating metrics and service level agreements meet or exceed our commitments.

The primary work location for this role is 200 Arlington Street Chelsea, Massachusetts 02150 . The work schedule for this position is Monday through Friday, 9:00AM to 5:00PM EST . This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. The Network and Security Services teams are expected to expand to operate on a 24x7x365 basis. On-call, weekend support, and occasional travel may be required.

Responsibilities:

• Responsible for the overall design and engineering of all network infrastructure services and offerings in a 24x7x365 environment.
• Through collaboration with the Network Operations Center team, ensure network uptime service levels of more than 98% with responsive service and optimized costs.
• Define, document and streamline processes to provide better support for the environment including through the use of automation tools.
• Direct the activities of the Network Engineering team members and external service providers/vendors.
• Manage the projects of the Network Engineering team while effectively interacting with end users, technology partners, vendors, and the Commonwealth's internal management and executive staff.
• Develop a plan/strategy for hardware refresh to mitigate risk and exposure to the environment.
• Manage vendor relations and contracts as needed.
• Work closely with the Project Management team to track and update PMO on open and ongoing projects.
• Manage incident and service requests for the team via an online ticketing/request system, direct involvement in incidents that cause service impact and act as an escalation point.
• Provide enterprise network support and direction on long-range and short-range changes to the communications systems and services.
• Manage multiple projects simultaneously across the team and provide collaborative cross group solutions that benefit and enhance the environment.
• Interfacing with field technicians and operations staff, internal engineering teams, equipment vendors, and network service providers.
• Preform administrative functions including employee performance reviews on a 3-part annual cycle, time sheet approval, maintain an on-call schedule for the team and themselves, track open procurements, etc.
• Remain up to date on new and emerging technologies through training, seminars, and manufacturer demonstrations.
• Collaborate with the Director of Network Services and the Deputy Chief Operating Officer of Network and Security Operations to set yearly objectives and goals for the teams to accomplish.
• Provide technical leadership and vision, mentoring, coaching, career development and feedback for performance management.
• Review monthly expenses against budget and account for variances on a monthly basis; identify business investments or savings opportunities that will improve service and reduce overall year to year budget expenditures.
• Collaborate with the Director and Deputy Chief Operating Officer of Network and Security Services on budgeting short term and long term.

Preferred Knowledge, Skills & Abilities:

• Minimum of six (6) to eight (8) years of experience working in a Network or Security Operations environment. Ten (10) plus years of experience is preferred.
• Minimum of three (3) to five (5) years of experience leading teams in a customer-focused technology support role is required.
• Experience managing and leading multiple projects simultaneously throughout various phases, effectively collaborating with cross-functional teams.
• Knowledge of network concepts, protocols, architectures, and devices/components.
• Willingness to take ownership of issues and ability to create and sustain a sense of urgency and accountability.
• Experience with Service Now.
• Excellent day-to-day operating management skills — ability to execute coupled with a disciplined approach and an ability to effectively manage risk.
• Experience in a unionized setting.
• Excellent written and verbal communication skills; interpersonal and collaborative skills; with the ability to effectively relate and communicate at all levels, including explaining technical matters in business terms.
• Must possess a valid driver’s license and clean driving record. The incumbent may be driving Commonwealth fleet vehicles or their own vehicle for job related purposes to agency supported sites for pickup or delivery of equipment, deskside assistance and/or verification of inventory.

Certifications:

• Relevant certifications such as Certified Information Systems Security Professional (CISSP), Checkpoint certifications (CCSA, CCSE), Palo Alto certifications (PCNSE, PCNS), and Juniper Network certifications (JNCIA, JNCIE), are desired.

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