Individual tasks related to the duty. Approve allocation to ensure adequate resources are available to carry out projects designated for the work area. Provide restore-to-service, incident, and problem management metrics to determine the achieved timeframes for OLA/SLA. Work with top-level management to develop work priorities, establish time schedules, staff requirements, cost estimates, personnel needs, and conduct interviews with management team in alignment with organizational strategic direction. Act as the liaison between top-level management and customers. Analyze metrics through Remedy for visibility of service requests. Review customer requests and develop work plans for the project to meet objectives. Ensure contractual deliverables are met. Responsible for continual improvements of business processes. Ensure technical guidance and support is available as needed. Assist with the development of service strategies; serve as the management liaison to the Enterprise Architecture core team. Provide service, design, and engineering for current and future needs, availability and capacity management, IT continuity, and security. Manage the delivery and transition of IT services; plan and manage change, manage risk, deploy services Manage the operational support of services through incident management and restore to service tickets, requests for change, pro-active problem management, etc. Ensure continual service improvement through cost effectiveness and meet changing business Manage the Change Advisory Board (LCAB) within the NTSD and act as the NTSD representative at the Enterprise Change Advisory Board meetings (ECAB). Duty 3 General Summary of Duty 3 % of Time 10% Coordinate activities with the Internal Management Section related to Service Request Management. Individual tasks related to the duty. Provide leadership as interface to Customer Specialists and Infrastructure Specialists for service requests and design engineering. Assist in gathering business and technical requirements from agencies for services to fulfill request and design documentation. Review requests for service and determine that proper technical subject matter experts are appropriately engaged to assist with engineering and design tasks. Coordinate service requests with agency project managers. Coordinate development of project charters and plans for internal division projects and initiatives. Duty 4 General Summary of Duty 4 % of Time 10% Coordinate activities with the Planning Services Section related to Project Planning & Control.
Individual tasks related to the duty. Approve allocation to ensure adequate resources are available to carry out projects designated for the work area. Provide restore-to-service, incident, and problem management metrics to determine the achieved timeframes for OLA/SLA. Work with top-level management to develop work priorities, establish time schedules, staff requirements, cost estimates, personnel needs, and conduct interviews with management team in alignment with organizational strategic direction. Act as the liaison between top-level management and customers. Analyze metrics through Remedy for visibility of service requests. Review customer requests and develop work plans for the project to meet objectives. Ensure contractual deliverables are met. Responsible for continual improvements of business processes. Ensure technical guidance and support is available as needed. Assist with the development of service strategies; serve as the management liaison to the Enterprise Architecture core team. Provide service, design, and engineering for current and future needs, availability and capacity management, IT continuity, and security. Manage the delivery and transition of IT services; plan and manage change, manage risk, deploy services Manage the operational support of services through incident management and restore to service tickets, requests for change, pro-active problem management, etc. Ensure continual service improvement through cost effectiveness and meet changing business Manage the Change Advisory Board (LCAB) within the NTSD and act as the NTSD representative at the Enterprise Change Advisory Board meetings (ECAB). Duty 3 General Summary of Duty 3 % of Time 10% Coordinate activities with the Internal Management Section related to Service Request Management. Individual tasks related to the duty. Provide leadership as interface to Customer Specialists and Infrastructure Specialists for service requests and design engineering. Assist in gathering business and technical requirements from agencies for services to fulfill request and design documentation. Review requests for service and determine that proper technical subject matter experts are appropriately engaged to assist with engineering and design tasks. Coordinate service requests with agency project managers. Coordinate development of project charters and plans for internal division projects and initiatives. Duty 4 General Summary of Duty 4 % of Time 10% Coordinate activities with the Planning Services Section related to Project Planning & Control.
SAM%2015%20NTSD%20PD.docx