Change Configuration Infrastructure Mgmt Team Lead (ITIL/CCRM/CMDB) Locaton: Remote Preferred: US Citizen Clearance/Other: Must meet DHS/USCIS background/EOD; comfortable with after‑hours change windows in SBU environments. Role Summary: Own USCIS Configuration Change & Release Management (CCRM) and CMDB for infrastructure/UC services. Run change governance, ISR processing, and release readiness; modernize with automation (IaC/PaC), CI/CD, and AIOps to increase speed, compliance, and stability. Key Responsibilities: • Lead enterprise change governance using ServiceNow ITSM/ITOM/ITBM; require Implementation & Communication Plans and complete VDD/As‑Built/SOPs. • Lead evolution and maintain digital CMDB and asset baselines/relationships; enforce documentation standards (EIDOCS) and deliver audit/KPI reports. • Lead evolution of intake/review/assignment (ISR) workflow meeting AQL timeliness; manage change calendar and communications. • Integrate change/config with automation and DevSecOps—standardized IaC, automated testing, and policy‑as‑code guardrails. • Establish AIOps‑enabled monitoring of change impacts (blast radius/MTTx), predictive alerting, and self‑healing runbooks; continuous improvement. • Gate releases for SLA/AQL compliance and lead PIRs/AARs and knowledge article curation. Required Technology Experience: • ITIL v3/v4 practices (Change, Configuration, Release); ServiceNow ITSM/ITOM/ITBM and CMDB modeling. • Toolchain & automation: Git/Jenkins CI/CD; Ansible/Terraform IaC; Sonatype; policy‑as‑code. • AIOps/predictive ops for event correlation, anomaly detection, and automated remediation.

• Develop and maintain resilient, cost-efficient infrastructure using AWS and other cloud services to meet evolving business needs. • Use IaC solutions to enable automated provisioning and ensure consistency across all environments. • Design, develop, and maintain advanced CI/CD pipelines, ensuring automated testing integration and deployment efficiency at scale. • Design and deploy comprehensive monitoring, logging, and alerting solutions (e.g., Kiali, Prometheus, etc) to proactively detect risks and assess system health. • Monitor AWS usage patterns to identify and implement strategies for cost reduction and resource optimization. • Implement security improvements to protect the platform's attack surface and develop disaster recovery processes to mitigate risks. • Continuously evaluate emerging paradigms - including agentic development, context engineering, and AIOps - to automate routine tasks, optimize deployment workflows, and transition infrastructure toward predictive, self-healing capabilities.

• Serve as the global owner for Active Directory ensuring the absolute health, security and integrity of the enterprise directory • Establish accountability for the lifecycle of service accounts, group policies • Lead the transition to a Passwordless enterprise • Own the executive strategy for vulnerability remediation • Define and deploy a zero touch hardware strategy • Serve as the executive business owner for the ServiceNow and Atlassian stacks

• help steer cloud infrastructure into the future • build the Infrastructure Platform to support the growing needs of Engineering Organization • lead key infrastructure projects and define infrastructure strategy through RFCs and technical specs